Refund and Policy

As a small, independent startup committed to long-term success, we greatly value your support and understanding. In the unlikely event that you need to return an item, we kindly ask that you treat us as you would wish to be treated. We aim to foster a sense of community with our customers, and we encourage you to review our returns and refunds policy before making a purchase.

Refund and Returns Policy

Welcome to our refund and cancellation policy. Please note that as a small independent retailer dedicated to creating exceptional products and providing outstanding service, we appreciate your understanding regarding the following details.

Before you consider reaching out via email, please be aware that you will be speaking with either Jordan or Harry. Often, a phone conversation can resolve issues more efficiently for both parties.

When returning items to a small business, there are costs involved that may not be immediately apparent. While we do not charge for shipping, we bear the cost of approximately £60.00 per PortaSauna unit shipped. Additionally, if an item is not delivered and is returned to our offices by APC, there is an extra charge of roughly £15.00 + VAT per parcel.

When an order is placed, we incur a transaction fee of 2.5% through our card processing company, or a 6% fee if paid via Klarna. We have carefully considered these factors to ensure our returns policy remains as transparent as possible.

Changed Your Mind?

If you change your mind about a purchase, returns are accepted within 14 days as per the UK Distance Selling Regulations. Items must be in "as new" condition and in their original packaging to be resold. To return an item, please contact us within two weeks of receiving it, providing the original order number. While you are not obliged to provide a reason for your return, a brief explanation would be appreciated to help us improve our service.

Cancelled goods should be returned to our Portsmouth office at your expense. You may arrange this yourself or use our pre-negotiated courier services. Please be aware that returning large items can be costly, so we advise discussing options with us beforehand.

Upon receiving the returned goods, we will inspect them to ensure they are unused and issue a full refund. To cover the initial shipping cost and transaction fees (2.5% for standard payments, 6% for Klarna), a restocking fee will apply. If you cancel before shipping, only the card processing fee will be applicable. All consumer rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 remain in effect.

Manufacturing Defect?

Please inspect your PortaSauna upon receipt to ensure satisfaction. We recommend checking the product before use. If you discover a manufacturing defect, contact us within 14 days, before using the item. Provide photographs via email for an initial assessment. Faulty goods will need to be returned using our pre-negotiated courier services. If a manufacturing fault is confirmed, we will replace the product. If the fault is due to misuse, the product will be repaired and returned at your cost. If the item has been used or if you arrange your own return delivery, we will not cover the cost.

Right to Return within 14 Days of Delivery

All returns, except those for damaged or faulty items, must be in the original packaging and in pristine condition within 14 days of delivery. A minimum charge of £80 will apply to cover carrier costs, which may vary by product type. For damaged or faulty goods, this charge does not apply, and collection will be arranged at no cost to you.

Damaged or Faulty Goods

If your item(s) are damaged during transit, please inspect them thoroughly before signing for delivery. Contact us within 24 hours, and provide photographs of the damage. We will investigate and arrange a replacement part free of charge. Our decision to replace either parts or a complete unit will be made after investigation and at no cost to you.

PortaSauna Setup

If you have requested setup and assembly of your PortaSauna, please note that this is accepted by the customer and is not covered under our 7-day returns policy.

Return Shipping Boxes

Due to the size of our products, we recommend keeping the boxes for both the Sauna Tent and Stove in case a return is necessary. If we find a fault upon inspection of returned items, we will refund all charges. However, if incorrect assembly has caused the fault or damage, the item will be returned to you, and any charges incurred will be at your expense.

Made to Order / Bespoke / Specially Ordered Items

Made-to-order or bespoke items are non-returnable under our 14-day returns policy. Please ensure you are entirely satisfied with your purchase before ordering. For any faults or damages upon delivery, refer to the damaged or faulty goods section. Customised items, such as those with specific fabric and colour choices, are also non-returnable.

Incorrect Item Delivered

If we have sent the wrong item(s), we will arrange collection free of charge and promptly deliver the correct item.

Hygiene Products

For hygiene reasons, clothing, sauna hats, towels, and similar items cannot be returned once removed from their original packaging, unless faulty.

Refunds

Refunds will be issued within 14 days of receiving the returned goods or 14 days from proof of return. We adhere to the Consumer Contract Regulations and aim to process refunds within the legal timeframe. All refunds are subject to adherence to our returns criteria.

Our customer support team is available Monday to Thursday, 9 am to 6 pm, and Friday and Saturday, 9 am to 4 pm. Our office is closed on Sundays and bank holidays.

Thank you for your understanding and support.