Polityka zwrotu kosztów
Returns & Refunds Policy
At SaunaSupply, many of our products are made-to-order, especially saunas, and are built specifically for each customer once production begins. This policy explains how returns, refunds, cancellations, exchanges, defects, and delivery damage are handled for orders in the United Kingdom, Germany and Poland.
This policy does not affect your statutory rights under applicable consumer protection laws.
1) Returns & Refunds — Defective Products Only
We accept returns for defective, faulty, damaged, incorrect, or not-as-described products only.
We do not accept discretionary returns for change of mind, buyer’s remorse, incorrect ordering, or preference-based reasons, except where required by applicable law.
A return may be eligible if:
• The item arrives defective or damaged
• The item develops a verified manufacturing fault
• The wrong item was delivered
• The item is materially not as described
• A return or refund is required under applicable consumer protection law
How to start a return:
Email us at sales@saunasupply.co.uk or via chat support with:
• Your order number
• The item(s) affected
• A description of the issue
• Photos or videos showing the defect, damage, or incorrect item where applicable
If the return is approved, we will provide return instructions and, where required, a return authorization.
Return shipping costs:
If the item is confirmed to be defective, faulty, damaged, incorrect, or not as described, SaunaSupply will arrange an appropriate return (at no cost) or remedy in line with applicable law.
If a return is not related to a defect, fault, damage, incorrect item, or legal cancellation right, it will not be accepted.
Refund timing:
Once an approved return is received and inspected, any approved refund will be processed back to the original payment method. Please allow 5–10 business days after approval for your bank or payment provider to post the refund.
2) Made-to-Order Products — Saunas
Because saunas are made-to-order and built specifically for each customer, we do not accept standard returns or refunds for made-to-order sauna purchases once production has begun or once the order is beyond the cancellation window described below.
Made-to-order products are not eligible for change-of-mind returns.
If a made-to-order product has a verified manufacturing defect, arrives damaged, or is materially not as described, we will work with you to provide an appropriate remedy.
Depending on the situation, this may include:
• Repairing the issue
• Providing replacement parts
• Replacing defective component(s)
• Offering an exchange or replacement where appropriate
• Providing another remedy required by applicable law
3) Order Cancellations
Made-to-order products, including saunas:
You may request cancellation within 24 hours of placing your order, provided production has not started.
After 24 hours, and/or once production begins, the order cannot be cancelled and is non-refundable, except where required by applicable law.
Non–made-to-order items:
If your order has not shipped yet, you may request cancellation by emailing sales@saunasupply.co.uk.
If the order has already shipped, cancellation may no longer be possible. If a statutory cancellation right applies, we will handle the request in accordance with applicable consumer protection laws.
4) Defective, Faulty, Damaged, or Incorrect Items
If your item arrives defective, develops a verified manufacturing fault, arrives damaged, or you receive the incorrect item, please contact us as soon as possible at sales@saunasupply.co.uk.
Please include:
• Your order number
• A description of the issue
• Photos or videos of the product, packaging, and any visible damage
• Delivery details, if the issue relates to shipping damage
For approved defect, fault, damage, or incorrect-item claims, we may provide one or more of the following remedies, depending on the situation:
• Repair
• Replacement parts
• Replacement item
• Exchange
• Refund
• Another remedy required by applicable law
Important delivery inspection requirement:
Please inspect your delivery before signing whenever possible.
If your item arrives damaged, report the damage to us within 24 hours of delivery at sales@saunasupply.co.uk so we can assist with the carrier claim process.
5) Exchanges
We accept exchanges on a case by case basis at the discretion of SaunaSupply Ltd. For more information or to request an exchange, please email us at: sales@saunasupply.co.uk.
6) Sale Items / Final Sale
Sale items are final sale and cannot be returned, refunded, or exchanged for change-of-mind reasons.
This does not affect your rights if the item is defective, faulty, damaged, incorrect, or not as described.
7) Contact Us
For returns, cancellations, defects, exchanges, or warranty support, please contact us:
Email: sales@saunasupply.co.uk
Phone: +44 333 880 3612
Business Information
Company name: SaunaSupply Ltd
Company number: 15295992
Registered Address: 25 Kingly Street, London, United Kingdom, W1B 5QB
Email: sales@saunasupply.co.uk
Phone: +44 333 880 3612
Hours of Operation: Mon-Fri: 9am - 9pm GMT, Sat-Sun: 10am - 6pm GMT
Response time: Within 24-48 hours