Refund policy

If something is not right, contact admin@kindrasaunas.com with your order number. We’ll help you work out the next step.

Change-of-Mind Returns

Our voluntary return offer covers standard sauna products in unopened crates when you contact us within 30 days of delivery. Please contact us before returning anything so we can arrange suitable freight and provide a return reference.

For returns under this voluntary offer, a 15% restocking fee applies, together with the reasonable return freight cost. We will explain the proposed deductions before arranging collection. These conditions do not apply to faulty goods or override a statutory cancellation right.

Keep the sauna protected in its original flat-packed packaging or an agreed equivalent, with all components included. Opened, used, damaged or incomplete products may fall outside the voluntary offer; please contact us to discuss your circumstances.

Faults or Transit Damage

If your sauna arrives damaged, is faulty or does not match its description, send us details and photos where possible. We will assess the issue and provide the remedy required by applicable law. There is no restocking fee for a valid faulty-product claim, and we cover reasonable return costs where legally required. Original packaging is not a condition of exercising statutory rights.

Our Warranty page explains Kindra’s sauna warranty and separate heater manufacturer coverage. Your consumer rights exist in addition to those warranties.

UK and EU Distance Purchases

Where the statutory cooling-off right applies, notify us within 14 days after receiving your goods, then return them within a further 14 days. No reason or restocking fee is required. You may inspect goods as you would in a shop; a deduction for diminished value may apply only where permitted by law for handling beyond what is necessary.

For a cooling-off return, you pay the direct return cost only where this was disclosed before purchase. Saunas require freight rather than ordinary post; we will provide the applicable return freight cost or a reasonable estimate before accepting your order. Genuinely bespoke goods may be exempt where the law allows and this was explained before purchase.

We refund the eligible purchase price and standard outbound delivery charge within the statutory timeframe, normally within 14 days after your cancellation notice. Where permitted, we may wait until we receive the goods or evidence that they have been sent back, whichever occurs first. Any extra cost of a premium delivery service you selected need not be refunded.

Receiving Your Refund

For our voluntary 30-day return offer, we inspect the returned goods and process an eligible refund within 7–10 business days. Refunds go to the original payment method; your bank may need additional processing time. Where the law requires an earlier refund, that timeframe applies.

Before Your Order Is Dispatched

See our Cancellation Policy for changes to orders and pre-orders. Nothing in this policy reduces mandatory rights in Australia, New Zealand, Canada, the United States, the UK or the EU, or rights already agreed for existing orders.