Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, either email us at sales@saunasupply.co.uk or via chat support with:
• Your order number
• The item(s) affected
• A description of the issue

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Customers are responsible for return shipping costs unless the item is defective, damaged, incorrect, or not as described.

You can always contact us for any return question at sales@saunasupply.co.uk.

Please note:

A 25% restocking fee will be charged for all returns.
Sale items are FINAL SALE and cannot be returned.

Exceptions / non-returnable items

Products that are manufactured expressly for your order—those that are custom or made to order, including saunas—cannot be cancelled or refunded. These items are made to order or specifically to your specifications. They begin building your product as soon as you place your purchase and the payment has been processed. The manufacturer's warranty will ensure that the product is operational and functional. Made to order and custom built items are shown clearly on product pages where applicable. Please email us or give us a call if it is unclear whether your order is custom or made to order. For products that are made to order or custom, all sales are final.

Unfortunately, we cannot accept returns on sale items or gift cards.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

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.

Exchanges

We do not accept exchanges.

European Union 14-Day Cooling-Off Period

If your order is delivered within the European Union, you may have the right to cancel or return eligible products within 14 days of delivery without giving a reason, subject to applicable consumer protection laws.

However, under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to goods that are made to the consumer's specifications or are clearly personalised.

As a result, made-to-order products, including saunas and other products clearly identified as made-to-order on the product page, are not eligible for cancellation, return, or refund once production has started, except where required by applicable law.

This does not affect your rights in relation to products that are defective, damaged, not as described, or where another remedy is required under applicable consumer protection laws.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 10 business days have passed since we’ve approved your return, please contact us at sales@saunasupply.co.uk.

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.