Awaken Saunas Ltd. aim to provide you with products of the highest quality and satisfaction. In the event that you need to return a product, please review our returns policy outlined below:


1. Delivery
At Awaken Saunas Ltd. we strive to provide clarity and transparency regarding our shipping and delivery processes. Please review the following terms and conditions carefully:
– Shipping Costs: Delivery and shipping costs may not included in the prices listed on our website. Please check the products page for shipping information for each of our products or contact us for more information for specific quotes based on delivery address/post code.
– Ownership of Products: Until payment is made in full, Awaken Saunas Ltd. retains ownership of all products. Proof of full payment must be received by Awaken Saunas Ltd. before delivery can be scheduled.
– Delivery Schedule: We endeavor to accommodate customers with a delivery day and time convenient to them. However, failure to make payment or provide proof of payment before the scheduled delivery may result in postponement. Delivery can be rearranged at the discretion of Awaken Saunas Ltd. once proof of full payment has been received.
– Delivery Contract: The delivery of goods constitutes a separate contract for services, distinct from the purchase contract. Delivery may occur in one or more installments, and delivery dates are approximate. Awaken Saunas Ltd. accepts no liability for late deliveries. Delivery dates/times are estimates only.
– Inspection and Reporting: Upon arrival or collection, customers must inspect goods for any obvious damages and report them immediately to Awaken Saunas Ltd., as well as delivery personnel. All items must be checked in the presence of the delivery driver (for deliveries) or by the customer on our premises (for collections). Failure to report damages or shortages on the day of delivery may result in additional call out/shipping fees.
– Indemnification: Customers agree to indemnify Awaken Saunas Ltd. for any losses incurred due to the failure to report damages or shortages within the specified time frame.
– Installation Considerations: Customers are advised not to arrange for independent installations (electricians, etc.) until after goods have been delivered and checked for damage. Any failed delivery due to customer reasons may result in additional redelivery costs.
– Responsibility of Customers: Customers are responsible for providing accurate shipping information and contact details. Additional charges may apply for address corrections. Customers must ensure that flat pack panels of our saunas can comfortably fit through any gates, steps, houses, or obstructions to the intended assembly location. If deemed unsafe to transport, the sauna will be left in a flat pack state at the delivery address for customer assembly, with provided instructions.


2. Eligibility for Returns:
– Eligibility and Timeframe: Returns are accepted within 14 days from the date of purchase for eligible products. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received.
– Quality Issues: Any defects or quality issues related to saunas must be reported to Awaken Saunas Ltd. on the same day of collection or delivery. We will take appropriate measures to address and rectify quality issues as necessary.
– Custom Made Saunas/products: Custom-made saunas are non-refundable once received. If manufacturing of a sauna order has already commenced, the deposit will be non-refundable.
– Transport/Delivery Costs: Please note that customers are responsible for transport or delivery costs associated with returning items. Awaken Saunas can also 


3. Initiating a Return:
To initiate a return, please contact our customer support team at awakensaunas@gmail.com. Provide your order number and details about the item you wish to return as well as a reason for return. 


4. Return Authorization:
Once your return request is approved, you will receive a Return Authorisation number. Include this number with the returned item.


5. Shipping the Item Back:
Customers are responsible for return shipping costs. Please securely package the item and ship it to the address provided. In the event a sauna is to be returned within 14 days, the customer may transport the sauna in an unused and ‘as new’ condition. Sauna collection can also be arranged by our team but this will incur an additional fee for disassembly and/or collection which can be paid or deducted from the refundable amount. Costs will be transparently communicated to the customer before initiating this process.


6. Refund Process:
Refunds will be issued once the returned item is received, inspected, and approved. The refund will be processed using the original payment method, and you will receive a confirmation email.


7. Exchanges:
If you wish to exchange an item, please follow the return process and place a new order for the desired item.


8. Damaged or Defective Items:
If you receive a damaged or defective item, please contact us immediately. We will provide further instructions specific to the case.


9. Non-Returnable Items:
Certain items, such as personalised or custom products, may not be eligible for return. Please contact us for further details.


10. Late or Missing Refunds:
If you haven’t received a refund within a reasonable timeframe, please check your bank account and contact your financial institution. If the issue persists, contact our customer support team.






11. Warranty
Awaken Saunas is dedicated to ensuring the satisfaction and confidence of our valued customers. As such, we proudly offer a comprehensive limited warranty that underscores our commitment to product quality and customer care.
– Coverage: This warranty covers manufacturing defects and malfunctions of Awaken Saunas products under normal use conditions. It extends to basic fixes, repairs, or replacements deemed necessary by Awaken Saunas, at our discretion.
– Exclusions: This warranty does not extend to damages resulting from misuse, neglect, unauthorized modifications, accidents, improper installation, or natural disasters. It also does not cover damages caused by non-compliance with product instructions or maintenance guidelines.
– Fees and Expenses: While the warranty covers the cost of basic fixes, repairs, or replacements, customers may be responsible for call-out fees, technician fees, shipping fees, and other associated expenses. These fees will be communicated transparently and agreed upon before any service is rendered.
– Claims Process: To initiate a warranty claim, customers must contact Awaken Saunas’ customer service department. Our team will guide you through the process and may request documentation or evidence of the issue. Upon assessment, Awaken Saunas will determine the eligibility of the claim and the appropriate course of action.
– Rights Reserved: Awaken Saunas reserves the right to determine the eligibility of warranty claims and the appropriate remedy, including repair, replacement, or refund. Our decisions are made in accordance with the terms outlined in this warranty and are final.
– Duration: The duration of this warranty varies depending on the product and is specified at the time of purchase. Please refer to your product documentation or contact customer service for specific details.
– Customer Responsibilities: Customers are responsible for properly maintaining and using the product in accordance with provided instructions and guidelines. Failure to do so may void the warranty.
– Conclusion: We at Awaken Saunas are committed to your satisfaction and stand behind the quality of our products. This comprehensive limited warranty reflects our dedication to ensuring your confidence and peace of mind when choosing Awaken Saunas.


11. Changes to the Returns Policy:
We reserve the right to update or modify our returns policy at any time. Changes will be updated within the returns policy on our website.


12. Contact Information:
For any questions or concerns regarding returns, please reach out to our customer support team at awakensaunas@gmail.com.


We appreciate your business and are committed to ensuring your satisfaction with our products. Thank you for choosing Awaken Saunas Ltd.




Last updated: May 2024