Refund policy

RETURNS & COMPLAINTS POLICY – SAUNADO

1. Right of Withdrawal

Due to the nature of our products, the right of withdrawal does not apply.

All saunas offered by SAUNADO are made-to-order and personalized based on the customer’s specifications, including but not limited to:

  • size,
  • configuration,
  • color,
  • equipment options,
  • technical features.

Under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU) and applicable UK regulations, the right to withdraw from a distance contract does not apply to goods made to the consumer’s specifications or clearly personalized.

By placing an order, the Customer acknowledges and agrees that:

  • the product is custom-made,
  • production begins specifically for their order,
  • the order cannot be cancelled or returned once production has started.

2. Order Cancellation

Orders may only be cancelled before production begins.

Once the production process has started, cancellation is no longer possible, and the full order value becomes payable.

3. Returns

As all products are custom-made:

➡️ Returns are not accepted
➡️ Exchanges are not possible
➡️ Refunds are not issued after production begins

This applies to all customers in the European Union and the United Kingdom.

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 returns are excluded.

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