General Terms and Conditions of Sale and Use
0. Preamble
These general terms and conditions of sale and use (hereinafter, the «Terms») govern any order placed with the company Oceanic Saunas, S.L., whether directly (via email or telephone) or through the website oceanic-saunas.eu (hereinafter, the «Website»), operated by Oceanic Saunas, S.L., as well as any use of the Website.
By placing an order or using the Website, the customer (hereinafter, the «Customer») declares that they have read these Terms and accept them without reservation. The version of the Terms online at the time the order is placed prevails over any other version, including any printed or prior version.
Oceanic Saunas, S.L. reserves the right to modify the Terms at any time; the Terms applicable to an order are those in force on the date of the order itself.
1. Identification of the seller
The Website is published and managed by:
Oceanic Saunas, S.L.
Registered office: Plaza del Pelícano, Seville, Spain Company registered in the Mercantile Register of Seville | Sheet SE-112607 | IRUS: 1000036534351 | Electronic Sheet | Entry 4 EORI / Intra-Community VAT: ESB65392474
VAT rate in force in Spain: 21%
VAT rate in force in France: 20%
VAT rate in force in Italy: 22%
VAT rate in force in Portugal: 23%
Contact: Navneet, italia@oceanic-saunas.eu — Phone / WhatsApp: +44 7344 278554
2. Scope of application
These Terms apply to any sale of products concluded between Oceanic Saunas, S.L. and a Customer, whether acting as a consumer (a natural person acting for purposes outside their trade, business, craft, or profession) or as a commercial customer.
Certain clauses of these Terms — in particular those relating to the right of withdrawal — apply exclusively to Customers qualifying as consumers under current regulations; such clauses are expressly designated as such.
3. Products and pre-contractual information
The essential characteristics of the products are presented on each product page of the website. Photographs and illustrations do not have contractual value.
Before placing any order, the customer can obtain all relevant complementary information (electrical compatibility, dimensions, installation requirements) through Customer Support.
Certain products are subject to custom manufacturing or made to order (timber, sauna/steam room cabins): the specific lead times and conditions for these products are detailed in Section 7.
4. Prices
The prices displayed include the applicable VAT.
Prices are expressed in Euros (€).
Unless stated otherwise, indicated prices do not include delivery charges; these are specified prior to final order confirmation or provided via a custom quotation for relevant products (see Section 7).
For orders by intra-Community business clients benefiting from the reverse charge scheme, please contact Customer Support before placing the order, providing a valid intra-Community VAT number.
In the event of an obvious pricing error on the Website, Oceanic Saunas, S.L. shall not be obligated to fulfill orders placed at such an incorrect price; the Customer will be informed of the error and offered the option to cancel the order or purchase at the correct price.
5. Order and contract formation
5.1 Online order (credit card or PayPal)
An order summary is sent to the customer a few minutes after validation and payment. In the event of stock unavailability for one or more products, the customer will be informed promptly. Contacting Customer Support prior to checkout is recommended to verify item availability.
5.2 Order via email (bank transfer, credit card via secure payment link)
Intra-Community operators and customers who prefer to do so may place an order directly with the sales team and pay via bank transfer or credit card using a secure payment link provided by Customer Support.
5.3 Formation of the contract
The contract is deemed concluded upon execution of payment. Any email or receipt confirmation sent prior to payment execution serves solely as an acknowledgment of request receipt and does not constitute acceptance of the order. Oceanic Saunas, S.L. reserves the right, at any time before final acceptance, to reject an order in whole or in part or to request supplementary information necessary for processing.
Oceanic Saunas, S.L. retains a copy of these Terms and an order summary on a durable medium, which can be made available to the customer upon request.
6. Payment methods
The order is dispatched once full payment has been received. Accepted payment methods:
Credit card (secure payment on the site)
PayPal
Bank transfer
Credit card via secure payment link
7. Delivery of goods
The delivery of goods constitutes a service contract distinct from the purchase contract for the goods. Delivery may be carried out by one or more carriers.
Orders are shipped in a single delivery; if an item is awaiting restock, shipment is deferred until complete availability, unless the customer agrees to separate shipments (associated shipping fees will be charged to the customer).
Any change to the delivery address requested after the goods have been handed over to the carrier will incur additional costs payable by the recipient.
Delivery lead times are provided for guidance only and do not engage the liability of Oceanic Saunas, S.L. in case of delay, without prejudice to the mandatory statutory rights granted to consumers under applicable law (see Section 16).
If a delivery failure is attributable to the customer (absence, incorrect or incomplete address), any additional costs incurred (e.g., return of the parcel) may be billed to the customer.
For deliveries to areas with restricted access (narrow alleys, high altitude mountain locations, door entry codes, etc.), the customer must provide all relevant details before confirming the order. Additional transport fees may apply; the customer will be informed and may accept the extra charge or cancel the order if already validated.
Deliveries are made at ground level at the main door or entrance gate (at the main gate or entrance of the dwelling or building); items will not be carried upstairs or brought inside.
If delivery exceeds 21 days from the order date, the customer will be notified and may cancel the order. This clause does not apply to palletised deliveries.
Force majeure: subject to mandatory consumer rights under the laws of the Customer's country of residence, Oceanic Saunas, S.L. cannot be held liable for delivery failure resulting from force majeure (civil unrest, strikes, natural disasters, fire, legislative changes, or any other event beyond its reasonable control), or from a reasoned decision not to execute the order due to reasonable suspicion of payment fraud. In such cases, Oceanic Saunas, S.L. will inform the Customer within fourteen (14) days of receiving the order and promptly issue a full refund for any payment made.
The Customer must inspect the parcel prior to signing the delivery note: in the absence of written reservations on the delivery note, no claim may be exercised against the carrier.
The Customer agrees to open parcels and inspect the goods on the day of delivery, and to report any damage or missing items within 24 hours; after this period, the goods shall be deemed received complete and in good condition.
7.1 Parcel deliveries
Parcels are delivered via FedEx or DHL; tracking information is sent to the customer by email. In the event of a refund or exchange, return shipping costs are the responsibility of the customer; initial shipping costs are non-refundable.
This provision does not apply where the right of withdrawal is exercised (see Section 8).
7.2 Pallet deliveries (sauna cabin, steam room, timber, or heavy materials)
Shipping costs and lead times for heavy orders (delivered on pallets) are subject to a customized quotation requested from Customer Support.
These orders are delivered on a pallet deposited by the carrier at the main gate; under no circumstances will items be brought inside the residence or upstairs.
Island deliveries: an additional protective wooden structure around the pallet is mandatory, incurring a surcharge between €150 and €200 depending on final pallet dimensions. This surcharge is a protective measure ensuring contents reach their destination undamaged during transit. This option can also be requested for mainland deliveries.
Delivery is conducted via tail-lift truck, provided there is adequate access (maneuvering room, no weight restrictions, etc.); the customer must report any access limitations in writing prior to confirming the order. In the event of unnotified inadequate delivery conditions, Oceanic Saunas, S.L. reserves the right to cancel the order and refund the merchandise cost, deducting incurred transport fees (including return costs to the depot).
If provided information proves inaccurate and requires a vehicle change or specialized transport, generated extra costs (even up to 30 minutes before delivery) may be billed to the customer; by validating the order, the customer accepts this commitment.
The presence of at least two people on the delivery day is recommended if the pallet cannot be moved using a forklift or pallet jack; protective gloves and safety glasses are recommended. Unloading takes approximately 20 minutes.
Pallet delivery lead times are approximately 15–35 working days on the mainland from warehouse dispatch; the carrier will contact the customer a few days prior to delivery.
An order dispatched on a pallet cannot be canceled once the pallet has left the warehouse. Such custom-made/made-to-order products are non-exchangeable and non-refundable (see Section 8 regarding withdrawal exclusions).
Production and cancellation policy: for any palletized order, an email is sent to the customer approximately two to three weeks before production begins — serving as the final window for modification or cancellation. In the absence of a written request within this timeframe, the order automatically enters production. Once production has commenced, no request for cancellation, modification, exchange, or refund will be accepted for any reason; upon confirming the order, the customer expressly acknowledges and accepts this condition.
8. Right of withdrawal (consumer customers only)
In accordance with EU Directive 2011/83/EU, a Customer qualifying as a consumer has a period of fourteen (14) days from receipt of their order to withdraw without providing any reason, canceling their order in whole or in part.
8.1 Exercise procedure
To exercise this right, the customer may use the standard withdrawal form provided by Oceanic Saunas S.L., or any other explicit statement sent to Oceanic Saunas, S.L. prior to the deadline. Customer Support will subsequently issue a document to be enclosed with the return parcel.
The return address will be provided to the customer via email.
8.2 Condition of returned products
Goods must be returned new, uninstalled, unused, and in their complete original packaging. It is the customer's responsibility to ensure that returned products are complete, unused, and in resalable condition as new: if the box has been opened to inspect contents (by the customer or carrier), this must be done without damaging the product or packaging, which forms an integral part of the item. Photographing the parcel prior to return shipment is recommended.
Under Directive 2011/83/EU, this period is an opportunity to inspect the product as would be permitted in a physical store, not a trial period.
8.3 Refunds
Upon receipt and inspection of returned goods, Oceanic Saunas, S.L. will refund the cost of the items and initial standard delivery fees (pro-rata where applicable). Under Directive 2011/83/EU, the consumer bears the direct costs of returning the goods, unless the trader agrees to bear them or failed to inform the consumer. Refunds are processed using the original payment method.
If returned goods arrive damaged in a condition preventing resale or reuse, an estimated partial refund amount will be communicated to the customer; if rejected, goods may be returned to the customer at their expense. Non-compliance with return conditions may incur fees for unjustified returns.
8.4 Exclusion of withdrawal rights
Under Directive 2011/83/EU, the right of withdrawal does not apply to custom-made or clearly personalized goods. Consequently, it does not apply to:
Orders of timber and wood products, doors, sauna or steam room cabins, and generally all orders shipped on pallets;
Spare parts.
Prior to ordering, customers may contact Customer Support to verify whether a specific product is eligible for the right of withdrawal.
9. Legal conformity warranty and commercial warranty
9.1 Legal guarantee of conformity
All products sold by Oceanic Saunas, S.L. benefit from the legal guarantee of conformity applicable to EU consumers under Directive (EU) 2019/771, establishing a minimum harmonized period of two (2) years from delivery.
However, pursuant to Royal Decree-Law 7/2021, this guarantee is extended to three (3) years from receipt of goods for purchases made on or after 01/01/2022 for all Customers.
9.2 Limitations of warranty
Heating elements and wear-and-tear components (e.g., lightbulbs, fragrances, paint, rocks) are not covered by the warranty.
In the event of repair or replacement under warranty, the warranty period for the returned/replaced item corresponds to the remaining original warranty period.
Spare parts shipped under warranty are free of charge (no shipping costs); for other destinations ( depending on country of purchase), please contact Customer Support.
Products that have not been properly maintained (limescale buildup, lack of descaling), incorrectly installed, or used outside intended parameters are not covered, as such conditions do not constitute a conformity defect.
«Light Duty» appliances (OCA steam generators, wall-mounted sauna heaters, and the Apollo range) are intended for usage under 20 hours per week; usage exceeding this threshold is not covered by the warranty.
The warranty covers conformity defects, not cosmetic alterations without associated operational malfunction, which may result from natural wear, usage frequency, or product maintenance.
9.3 Availability of spare parts
Pursuant to Royal Decree-Law 7/2021, Oceanic Saunas, S.L. undertakes to make spare parts available for purchased products for up to ten (10) years following cessation of production, within stock availability limits.
9.4 Product choice and sizing
Oceanic Saunas, S.L. is not liable if the purchased product turns out to be undersized or oversized relative to the customer's installation site. Customer Support is available prior to purchase to assist in choosing the appropriate product for the project.
10. After-sales support
After-sales service, technical assistance, and warranties apply exclusively to products purchased directly from Oceanic Saunas, S.L. An order or invoice number is required to access these services.
In the event of a technical issue, customers are requested to consult the instruction manual first.
Oceanic Saunas, S.L. offers remote technical support but does not dispatch technicians to homes, nor does it cover costs for third-party professionals hired by the customer.
If the origin of an issue is unclear, Customer Support conducts a remote diagnosis (and may request photographs of components or wiring); no spare parts are sent without prior diagnosis.
Spare parts shipped via postal service may take approximately ten days to arrive.
Spare parts are free of charge if the product is under warranty and the issue stems from a machine defect.
If diagnosis reveals incorrect installation or lack of maintenance, the product is no longer considered under warranty, and spare parts must be purchased by the customer.
If the Customer refuses part dispatch and requests machine return for factory repair, round-trip shipping fees are payable by the Customer.
If remote repair is impossible following initial remote diagnosis by the Oceanic Saunas technical team, the unit will be collected for testing and repair at Oceanic Saunas premises.
If failure stems from incorrect use or installation, transport and labor costs will be charged to the customer, as well as collection, labor, and spare part costs should an improperly maintained/installed warranty unit be received.
10.1 Inconclusive diagnosis
Under warranty units:
If a remote diagnosis fails to identify the issue root cause (uncommon scenario), the unit will be collected by our carrier from the customer's address and tested at Oceanic Saunas facilities. If a machine defect is confirmed, it will be repaired and returned at no additional cost. If the issue stems from improper installation, maintenance, or handling, the following costs will be billed to the customer: unit collection (rate based on item), initial diagnosis (€80 incl. VAT), labor (€65/hour incl. VAT), spare parts per quote, unit return shipping (rate based on item dimensions).
10.2 Out-of-warranty products
When the warranty period has expired or the issue stems from improper maintenance or installation, all costs for transport, repairs, spare parts, and labor are borne by the customer. Prior to returning any unit, an initial diagnosis fee of €80 must be paid, plus return shipping costs following service completion. Fixed after-sales rates: labor €65/hour, spare parts per quote. Customer Support will communicate applicable charges for each case.
Oceanic Saunas, S.L. does not reimburse external technician costs or economic losses related to product malfunction. No new replacement product is dispatched without prior technical evaluation.
11. Order cancellation and address modifications
An order may be canceled without charge if requested prior to dispatch by contacting Customer Support promptly. Any cancellation post-dispatch is ineligible for a full refund: shipping charges remain payable by the customer. Prior to returning any product, the customer must inform Customer Support.
12. Duration of promotional offers
The validity period of promotional offers is displayed on the product page within the «Special price guaranteed until...» section, expiring at midnight on the indicated date.
13. Intellectual property
All components of the Website (texts, images, logos, graphics, layout, databases) are protected by intellectual property rights and remain the exclusive property of Oceanic Saunas, S.L. or its partners. Any full or partial reproduction, representation, or exploitation without prior written consent is strictly prohibited.
14. Limitation and exclusion of liability
The seller declines all liability in cases where goods infringe, or are suspected of infringing, third-party rights; in such cases, it will transfer to the Customer any title of property it holds, without prejudice to the Customer's rights.
Without prejudice to mandatory buyer rights, Website contents and information (texts, graphics, links) are provided «as is», without contractual value; Oceanic Saunas, S.L. does not guarantee accuracy, completeness, timeliness, or absence of virus risk linked to Website use.
Oceanic Saunas, S.L. may modify Website prices and information at any time without prior notice.
Nothing in these Terms excludes or restricts consumer rights legally recognized regarding supplied products or services.
Certain products may benefit from additional commercial warranties issued directly by manufacturers; such warranties are enforceable solely against the issuing manufacturer and not Oceanic Saunas, S.L.
The liability of Oceanic Saunas, S.L. for merchandise damage is engaged only to the extent resulting from negligence on its part or on the part of its agents/representatives, within limits established by applicable law.
Oceanic Saunas, S.L. cannot be held liable for Customer non-compliance with the Terms, unpredictable third-party acts, or force majeure events.
Nothing in these Terms excludes or limits the liability of Oceanic Saunas, S.L. where prohibited by applicable law, particularly in cases of intent, gross negligence, or damage to life or physical integrity.
15. Personal data protection
Personal data collected during Website navigation and ordering are processed in compliance with the General Data Protection Regulation (GDPR) and the Website privacy policy, accessible separately. For any questions regarding personal data: italia@oceanic-saunas.eu
16. Complaints and consumer mediation
For any complaint, customers are invited to contact Customer Support first, which will dedicate all available means to reach an amicable solution.
In the absence of an amicable resolution, and in compliance with applicable provisions, consumer customers may resort to a consumer mediation mechanism.
17. Applicable law and jurisdiction
These Terms are governed by Spanish law, without prejudice—for customers qualifying as consumers—to mandatory consumer protection provisions applicable in their country of habitual residence when more favorable, pursuant to Regulation (EC) No 593/2008 («Rome I»).
Failing amicable resolution, any dispute shall be submitted to competent courts. For consumer customers, this clause does not deprive them of the option to bring an action before the courts of their own country of residence, pursuant to Regulation (EU) No 1215/2012 («Brussels I bis»).
18. Contract language
The Website is available in French, Spanish, Portuguese, Italian, and English. In the event of interpretation discrepancies between language versions, the Spanish version shall prevail, subject to any mandatory contrary provision of the law applicable to consumer customers.
19. Miscellaneous provisions
If any clause of these Terms is declared void or unenforceable, such invalidity shall not affect the validity of the remaining clauses, which will continue in full force and effect.
These Terms, together with the order summary, express the entirety of the parties' obligations; no general or specific conditions communicated by the customer may supersede them without express written acceptance from Oceanic Saunas, S.L.
20. Contact
Oceanic Saunas, S.L. — Plaza del Pelícano, Seville, Spain Contact Person at Oceanic: Navneet — italia@oceanic-saunas.eu — Phone / WhatsApp: +44 7344 278554 Last updated: 01/10/2026