Return & refund policy
Cancellation prior to shipment
An order can be cancelled free of charge if the request is made prior to its shipment by contacting customer service without delay. Any cancellation made after shipment will not qualify for a full refund: shipping costs remain the responsibility of the customer.
Right of withdrawal (Consumer clients only)
This right applies exclusively to customers who qualify as consumers (natural persons acting for purposes outside the scope of their professional activity). It does not apply to business/professional clients.
In accordance with EU Directive 2011/83/EU, you have a period of fourteen (14) days from the receipt of your order to withdraw without having to justify any reason, and you may fully or partially cancel your order.
How to proceed
- Contact our customer service before the expiration of the 14-day period, using, if you wish, the standard withdrawal form (available upon request).
- We will send you the return address as well as a document to be attached to your package.
- The goods must be returned in brand-new condition, uninstalled, and unused, in their intact original packaging. This period serves as an opportunity to examine the product as would be permitted in a shop, not as a trial period.
Return shipping costs are your responsibility and are non-refundable, unless we expressly agree to cover them.
Refunds
Once the goods have been received and inspected, we will refund the cost of the items and the initial delivery charge using the same payment method used for the original transaction. If the returned goods arrive damaged under conditions that prevent their resale or reuse, a partial refund estimate will be communicated to you; in the event of rejection of this estimate, the goods may be returned to you at your expense.
Products excluded from the right of withdrawal
In accordance with Recital 49 of EU Directive 2011/83/EU, the right of withdrawal does not apply to goods made to your specifications or clearly personalised. The following are specifically excluded:
- timber and timber products, doors, sauna or steam room cabins, and more generally any order shipped on a pallet;
- spare parts.
Before placing an order, you may contact our customer service to ascertain whether a specific product is subject to the right of withdrawal.
Special case : palletised orders (timber, sauna/steam cabins )
These products are made to measure or made to order. An email will be sent to you approximately two to three weeks before production starts: this is your final opportunity to amend or cancel your order. In the absence of a written request prior to this deadline, the order will automatically be put into production.
Once production has commenced, and in any event once the pallet has been collected from our warehouse, the order can no longer be cancelled, exchanged, or refunded for any reason whatsoever.
Inspection upon receipt and prior to installation
Check your package before signing the delivery note: without reservations noted on the note, no claim can be made against the carrier. Open your packages and inspect the goods on the day of delivery, and report any damage or missing items within 24 hours; after this timeframe, the goods will be deemed to have been received complete and in good condition. Inspect the quality of the equipment prior to installation: an installed product can no longer be returned. Furthermore, installation that does not comply with the manual's recommendations (in particular safety clearances) may void the warranty.
Contact
For any questions regarding a return, cancellation, or refund: Oceanic Saunas Customer Service — info@oceanic-saunas.eu — +44 7344 278554