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.

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.

All of our PortaSauna tents are handmade, and with that craftsmanship comes the occasional small imperfection—such as a loose thread or minor stitching variation. This is completely normal and to be expected with a product of this complexity and scale. It won’t impact the structural integrity or performance of your sauna. We've gone the extra mile to upgrade key materials, including reinforced 600D corners, a robust 420D outer shell, and 170GSM cotton insulation wadding—built for longevity and serious heat. Because these small stitching variations do not affect the product’s function as a sauna, they are not considered grounds for return or warranty claims.

If you still wish to return the item, this would be at your own cost. Upon receiving the return, we will inspect and fully demo the product, including running a heat-up test with video evidence, to confirm it reaches intended temperatures and functions correctly. If your PortaSauna works as intended, you would be liable for the return shipping cost back to you. However, if we find that your unit does not perform as expected, we will send you a replacement free of charge.

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.