Refund policy

SaunaPlunge Returns & Refunds Policy

Change of Mind Returns

Due to the size, weight, and custom nature of our saunas and ice baths, we are unable to accept returns for change-of-mind purchases once your order has been dispatched. This approach is standard across the industry for large wellness equipment and ensures fairness while keeping our pricing transparent.

Faulty or Damaged Goods

All SaunaPlunge products are carefully inspected before dispatch. If your product arrives damaged or develops a fault within the warranty period:

We will arrange inspection and repair or replacement where appropriate
If repair or replacement is not possible, a full refund will be issued
We will cover all return shipping costs for faulty or damaged items

Return Costs (Non-Faulty Returns)

In the rare event that a non-faulty return is approved:

Collection and delivery fees will be deducted from the refund due to the high logistics costs associated with large wellness equipment
You are responsible for ensuring the product is securely packaged for return
A 15% restocking fee will be applied to cover handling, inspection, and repackaging costs

Warranty & Support

SaunaPlunge products are backed by a 1-year warranty covering manufacturing defects
Our customer support team is available to guide you through installation, usage, and aftercare
We pride ourselves on Yorkshire reliability and wellness heritage, ensuring your investment is protected

For any questions about SaunaPlunge returns, please contact us at contact@spasupreme.co.uk

Standard Returns Policy (All Products Except SaunaPlunge)

14-Day Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to Start a Return

To start a return, contact us at contact@spasupreme.co.uk. If your return is accepted, we'll send you instructions on how and where to send your package.

Return Shipping Costs

For faulty or damaged items: We will provide a prepaid return shipping label at no cost to you
For change-of-mind returns: You are responsible for return shipping costs. We will provide a shipping label and deduct the cost from your refund

Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-Returnable Items

Certain types of items cannot be returned:

Perishable goods (such as food, flowers, or plants)
Custom products (such as special orders or personalised items)
Personal care goods (such as beauty products)
Hazardous materials, flammable liquids, or gases
Sale items or gift cards

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at contact@spasupreme.co.uk

Garden Furniture Returns & Refund Policy

We want you to be happy with the products you choose from us, but we understand that sometimes things aren't right and you may decide you want to return something. We offer a 14-calendar day returns policy, effective from the day your order is delivered, to give you complete peace of mind.

When returning an item, all we ask is that the item is unused and in the original condition you received it in. This includes all labels and tags being intact and original packaging being used. If your returned item does not meet our returns criteria or partially meets our returns criteria, you will be notified. If you have any concern about the condition of your goods before returning them to us, please contact us first to discuss this.

Unfortunately, we cannot offer returns after the 14-day period unless faulty.
Our returns policy is in addition to the consumer rights act 2015.

We can only process refunds once your item(s) have been received by our warehouse. We allow up to 14 working days from delivery to our warehouse to inspect returned items for any fault or damages. Once it is confirmed that the item is in perfect condition and in undamaged original packaging a refund will be processed to the original payment method used when the order was placed (i.e. credit card, debit card or Finance option).

Delivery Discrepancies

Any discrepancies must be reported as soon as is reasonable after delivery, preferably within 24hrs. On arrival, if the packaging appears damaged it is recommended that this is marked on the delivery note before you sign.

Missing Items

On delivery: Should an item be missed or appear not delivered then we request that you notify us as soon as possible, preferably within 24hrs of initial receipt of delivery. We will not be held responsible for missing items if you have agreed for a delivery to be left somewhere without a signature.

On assembly: Should a part appear missing from an item please report the part that is missing along with a description of the part (the part number on the manual).

On both the above instances replacement goods will be despatched as soon as possible.

Faulty Goods

Damaged goods must be reported to us as soon as is deemed reasonable, usually within 24 hours of delivery. It is the responsibility of the recipient to check for any damage sustained to the goods during transit and indicate any damages on the delivery note.

Unfortunately, if you do not indicate any damages on the delivery note, we are unable to claim from our carriers for the damage and will be unable to replace the damaged item. You must report the fault to us with a full description of the alleged fault/damage. If the fault is deemed a manufacturers fault or to have occurred during the manufacturing process, then we will replace the faulty item or part free of charge.

If the damage has occurred during the transit, we will replace the item or part free of charge. If items are lost in transit, we will replace this free of charge. In instances where damage is acknowledged by us and the damage is substantial enough to require a refund against your order, we are under no obligation to collect the product and may request that disposal is made by you.

When acceptance of an order takes place, the consumer loses the right to reject the goods, within 14 days, unless the item has been altered or use of the item continues after a complaint is registered with us.

All our stock is of high quality and with correct use shall not experience any problems other than eventually suffering from general wear and tear. A consumer has no rights in respect of defects that are bought to his/her attention before the sale. A consumer cannot claim for damage he/she causes either by neglect or misuse.

Unwanted Goods/Wrongly Ordered

Please contact our offices within 14 days of receipt of the goods, should you wish to return the item(s). If you wish to return an unwanted item you must indicate this in writing, preferably by email, within the cancellation period. See our contact details below:
Email: contact@spasupreme.co.uk

Where an item(s) is/are not wanted or has been incorrectly ordered the customer is responsible for payment to return the item(s). The item must be returned to us together with a completed Returns Authorisation form. All goods should be returned with their original packaging and in the same condition they were delivered. A customer can also request us to arrange a collection of the unwanted item, any costs occurred will be deducted from the final refund amount.

In this occurrence, you have statutory duty to take care of the goods while in your possession and to ensure that Spa Supreme receive the goods undamaged.

Refusal of Delivery

If you refuse delivery of an order, you will be subject to a return admin/cancellation fee deemed reasonable in accordance with the order. You will also lose the initial postage fee that covers administration costs of despatching the goods. These fees will be deducted from the refund amount which shall be issued once the goods are received back in our warehouse

Massage Chair Return & Refund Policy

At Spa Supreme, we are committed to ensuring your satisfaction with every purchase. If you’re not completely happy with your order, we’ve made the returns process as straightforward as possible. Below, you will find all the information you need to initiate a return and the steps involved.

Eligibility for Returns

Items must be returned within 28 days of delivery and must remain in their original condition, including all accessories and packaging.

Please note that returns of massage chairs with pet hair or dirt are not accepted for hygiene reasons

Return Charges:

As per the company policy the following are the return delivery & collection charges

Massage Chairs - £ 150

Steps to Request a Return

Complete and submit the Return Request Form by clicking the link.

Our team will review your request and contact you within 2 business days to provide further instructions.

Once approved, you will receive a return authorization and a collection date.

Refund Process

Once a refund has been approved by us we will refund your payment to your original payment method (i.e. card, etc). Please be aware that the refund can then take up to 5 days to appear in your bank depending on who you bank with.