Terms Of Service

Last updated: 09/10/2025

1. Overview

This website and online store (the “Site”) are operated by SaunaSupply (“SaunaSupply”, “we”, “us”, or “our”). By accessing or using the Site, placing an order, or otherwise interacting with our services (the “Service”), you agree to be bound by these Terms of Service (the “Terms”), together with any policies referenced here (including our Returns Policy, Warranty, Privacy Policy, and Shipping & Delivery pages).

If you do not agree to these Terms, do not use the Site or place an order.

2. Eligibility & Your Account

  • You must be 18+ to place an order.
  • You are responsible for keeping your account credentials secure and for all activity on your account.
  • We may refuse, suspend, or cancel the Service or any order where we reasonably believe there is fraud, misuse, non-payment, policy breach, or legal risk.

3. About Our Products (including Made-to-Order)

  • Product descriptions, specifications, images, lead times, and pricing are provided to help you make an informed decision. Reasonable variations may occur (e.g., natural wood grain).
  • Many of our products are made-to-order or customised to your specifications. Such items are clearly identified on the product page, in the cart, and/or at checkout.
  • Colours and finishes shown on screens may vary from the physical product due to display settings.
  • We may update or discontinue products at any time.

4. Pricing, VAT, and Payments

  • Prices are shown in GBP and include VAT where applicable unless explicitly stated otherwise.
  • Delivery charges, installation, or additional services (if offered) are shown at checkout or on our Shipping & Delivery page.
  • We accept the payment methods shown at checkout. By submitting payment details, you confirm you are authorised to use the chosen method.
  • We reserve the right to correct obvious pricing or availability errors. If we discover an error after you place an order, we will contact you to confirm whether you wish to proceed at the correct price or cancel for a full refund.

5. Orders & Acceptance

  • Your order is an offer to buy. We accept your order when we send an order confirmation or otherwise dispatch/allocate goods.
  • We may limit or refuse orders (e.g., multiple orders using the same address/payment, or suspected reseller activity) at our reasonable discretion.
  • Lead times provided for made-to-order products are estimates. We’ll keep you updated on material changes.

6. Shipping & Delivery

  • Delivery options, costs, and timeframes are set out on our Shipping & Delivery page and/or at checkout.
  • Delivery occurs to the address you provide; you are responsible for ensuring access, accurate details, and any special requirements (e.g., curb-side vs. room-of-choice if offered).
  • Packaging damage alone does not mean the product is damaged. If the outer packaging is scuffed or dented but the product is undamaged and functional, this is not a defect.
  • On delivery, please inspect items promptly. If there is a product defect or transport damage to the product itself, notify us as soon as reasonably possible with photos so we can assist.

7. Returns, Cancellations & Your Consumer Rights

Please read our Returns Policy (linked on the Site). In summary:

  • Custom / Made-to-Order Goods: Because these items are made to your specifications, they are exempt from the standard 14-day cancellation right under the UK Consumer Contracts Regulations. We do not accept returns of made-to-order items unless there is a verified manufacturing defect that makes the item not as described or unsuitable for normal use.
  • Standard Goods (if offered): Where applicable and unless otherwise excluded, you may have 14 days from delivery to cancel, return unused/undamaged items in original condition and packaging, and obtain a refund in accordance with our Returns Policy.
  • Defects & Remedies: Your statutory rights under the Consumer Rights Act 2015 apply. If an item is faulty, we will first support you under the Warranty process (inspection, troubleshooting, parts, repair, or replacement where appropriate). Refunds may be offered where repair or replacement is not possible or fails within a reasonable time.
  • Packaging damage: As noted, damaged packaging alone does not constitute a defective product if the product itself is undamaged and fully functional.

8. Warranty & Technical Support

  • Many SaunaSupply products include a manufacturer or store warranty. See our Warranty page for full details, coverage, and claim process.
  • Important: If you believe a product is defective, use the warranty process first. We will work with you to diagnose and (where applicable) repair or replace parts or the product.
  • Improper use, unauthorised modifications, incorrect installation, or lack of maintenance may void coverage—see the Warranty terms for specifics.

9. User Content & Reviews

If you submit reviews, images, or other content, you grant SaunaSupply a non-exclusive, royalty-free licence to use, reproduce, edit, and display that content in connection with the Site and our marketing. You are responsible for ensuring your content is lawful, accurate, and does not infringe others’ rights. We may moderate or remove content at our discretion.

10. Acceptable Use

You must not use the Site to:

  • break the law;
  • infringe intellectual property or privacy rights;
  • post or transmit malware, spam, or harmful code;
  • scrape, crawl, or overload the Site;
  • misrepresent your identity or payment details.

We may suspend or terminate access if you breach these Terms.

11. Third-Party Services & Links

We may offer tools, integrations, or links to third-party sites. We do not control and are not responsible for third-party content, terms, or privacy practices. Use of any third-party service is at your own risk and may be subject to that provider’s terms.

12. Accuracy, Availability & Changes

We aim to keep information current, but errors or omissions may occur. We may change or update content, products, pricing, policies, and these Terms at any time. Where changes materially affect existing orders, we will contact you and your statutory rights will not be affected.

13. Intellectual Property

All content on the Site (including text, images, logos, and designs) is owned by or licensed to SaunaSupply and protected by applicable IP laws. You may not use our trademarks or content without prior written permission.

14. Privacy & Cookies

Your personal data is handled in accordance with our Privacy Policy (UK GDPR/Data Protection Act 2018). We use cookies and similar technologies as described in our Cookie Policy. Please review those pages for details, including your rights and choices.

15. Disclaimers & Limitation of Liability

  • Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be limited.
  • To the extent permitted by law, the Site and Service are provided “as is” and “as available”. We do not guarantee uninterrupted or error-free access.
  • We are not responsible for: (i) losses not caused by our breach; (ii) any business losses (including loss of profit, revenue, contracts, data, or goodwill) where you purchase as a consumer; or (iii) events beyond our reasonable control.
  • For consumers, any liability for foreseeable loss or damage resulting from our breach will be limited to the price paid for the relevant order, except where the law requires otherwise.

16. Indemnity (Business Customers)

If you are a business customer, you agree to indemnify and hold SaunaSupply harmless from claims, damages, and costs arising from your breach of these Terms or misuse of the Site. (This clause does not apply to consumers.)

17. Force Majeure

We are not liable for delay or failure caused by events outside our reasonable control (e.g., supply chain disruption, extreme weather, strikes, transport failures, epidemics, or legal restrictions). We will take reasonable steps to minimise impact and keep you informed.

18. Termination

We may suspend or terminate your access to the Site or cancel orders where you breach these Terms or where required for legal or security reasons. Your obligations accrued up to termination (including payment) survive termination.

19. Governing Law & Jurisdiction

These Terms and any disputes arising from them are governed by the laws of England and Wales. If you are a consumer resident in the UK, you may bring proceedings in your local courts. The courts of England and Wales have non-exclusive jurisdiction.

20. Complaints & Dispute Resolution

We aim to resolve issues quickly and fairly. Please contact us via the Contact page. If we cannot resolve a consumer complaint, you may have access to local alternative dispute resolution (ADR) schemes. Your statutory rights remain unaffected.

21. Changes to These Terms

We may update these Terms from time to time. The latest version will be posted on this page with the “Last updated” date. Your continued use of the Site after changes are posted constitutes acceptance of the revised Terms.

22. Contact

Questions about these Terms? Please reach us via the Contact page on our website or the contact details provided there (including business name, address, and email). For order issues, please include your order number.