Returns and Refunds Policy for Made-to-Order Saunas
At SaunaSupply, we are committed to delivering premium, made-to-order saunas tailored specifically to your preferences. Because each sauna is custom-built to order, our returns and refunds policy reflects the unique and bespoke nature of these products.
Why Returns Are Limited for Made-to-Order Saunas
Made-to-order saunas are individually manufactured based on your chosen specifications. As these products are custom-built and not suitable for resale, we are unable to accept returns or issue refunds once production has commenced.
We strongly recommend reviewing all order details—such as dimensions, features, and finishes—carefully before confirming your purchase.
Detailed Policy Overview
Customisation Agreement: By placing an order with SaunaSupply, you confirm your understanding that the product is made specifically for you and cannot be returned once production has begun.
Non-Returnable Items: Cancellations, returns, or refunds are not possible after fabrication has started, unless the product is defective or arrives damaged.
Damaged or Faulty Items:
If your sauna arrives damaged or with a manufacturing defect, please notify us within 48 hours of delivery.
We will evaluate the issue and may offer a repair, replacement, or refund depending on the circumstances.
Order Accuracy: We strongly advise double-checking all specifications and measurements to avoid any discrepancies.
Cancellation Prior to Production: You may cancel your order before manufacturing begins. Please note that cancellations are subject to an administrative fee.
Your Consumer Rights
Our policy complies with UK consumer protection legislation, including:
Consumer Rights Act 2015:
You have the right to expect products that are of satisfactory quality, match their description, and are fit for purpose. If your sauna does not meet these criteria, we will take the necessary steps to resolve the issue.
Consumer Contracts Regulations 2013:
Bespoke, made-to-order items are exempt from the usual 14-day cooling-off period for online purchases.
However, if your product is faulty or does not match the agreed specifications, your rights remain protected.
Contact Us
If you have any concerns or questions regarding your order, please don’t hesitate to reach out to us at info@saunasupply.co.uk. We’re here to help and ensure your experience with SaunaSupply meets your expectations.
