Refund policy

RETURNS & COMPLAINTS POLICY – SAUNADO

1. Right of withdrawal — standard products (14 days)

Consumers who enter into a distance contract may withdraw from it within 14 days without giving any reason — in accordance with Directive 2011/83/EU and, in the United Kingdom, the Consumer Contracts Regulations 2013.

This right applies to standard products, in particular accessories (e.g. sauna stones, oils, lighting, thermometers), equipment and products offered without individual configuration.

The period runs from the day you receive the goods. To exercise the right, simply send a statement to sales@saunado.eu before the deadline. We refund payments within 14 days of receiving your statement; we may withhold the refund until we receive the goods back or proof of return shipment. The direct cost of returning the goods is borne by the Customer — for oversized products this corresponds to the cost of specialist freight (pallet/kerbside delivery).

2. Exception: made-to-order, configured saunas

The right of withdrawal does not apply to goods that are not prefabricated and are made to the consumer's specifications or clearly personalised (Art. 16(c) of Directive 2011/83/EU; in the UK: reg. 28(1)(b) of the Consumer Contracts Regulations 2013).

This applies in particular to saunas configured to order — with an individual choice of size, wood type and finish, glazing, heater, lighting or other equipment. You are informed about the absence of the right of withdrawal before placing the order and accept it by placing the order.

3. Cancelling a configured order

An order for a configured product can be cancelled free of charge until production starts — just email sales@saunado.eu.

Once production has started, cancellation and returns are no longer possible. This does not limit your statutory rights regarding conformity of the goods with the contract (see below).

4. Complaints & Product Conformity

SAUNADO is obligated to deliver products that are in conformity with the contract.

Customers have the right to submit a complaint if:

  • the product is defective,
  • the product does not match the agreed specifications,
  • the product was damaged during transport.

5. Complaint Procedure

Complaints should be submitted via email:

📧 sales@saunado.eu

The complaint should include:

  • full name,
  • order number,
  • description of the issue,
  • photos (if applicable).

We will respond within 14 days of receiving the complaint.

6. Resolution of Complaints

If the complaint is accepted, the Customer may be entitled to:

  • repair,
  • replacement,
  • price reduction,
  • refund (only in cases of significant non-conformity).

7. Transport Damage

Deliveries are carried out by professional logistics companies.

Upon delivery, the Customer should inspect the shipment.

If damage is visible:

  • a damage report should be prepared with the courier.

Failure to report damage at delivery may affect the processing time of the complaint.

8. Important Information

Due to the size and nature of the products:

  • saunas are large, heavy, and often installed on-site,
  • disassembly and return logistics are not feasible,
  • this is one of the reasons why withdrawal is excluded for made-to-order saunas.

9. Contact Details

BIELECKI GROUP BRUKMONTAŻ DOMY SZKIELETOWE SP. Z O.O.
Aleja Tysiąclecia 6
21-500 Biała Podlaska
Poland

📧 sales@saunado.eu
📞 +48 728 001 100