Refund policy

1. Right of Withdrawal  

For standard (non-custom) products, consumers have the right to withdraw from their purchase within the withdrawal period required by applicable consumer protection laws in their country or region of purchase.

To exercise this right, you must notify us within the applicable withdrawal period.

This right applies only to standard, non-custom-made products.

2. Custom-Made Products  

Many of our products are prepared or manufactured based on the customer’s selected configuration, specifications, dimensions, or options chosen during the ordering process.

This includes products such as:

  • hot tubs
  • saunas
  • ice baths
  • customized accessories

For the purposes of these Terms, such products are considered made-to-order or custom-made products.

These products are prepared specifically for the customer and may enter production shortly after the order is confirmed.

Once production or preparation has started, cancellation, return, or refund may no longer be possible.

Please review all selected options and product details carefully before placing your order.

3. Order Cancellation  

  • Orders may be cancelled before production or preparation begins
  • Once production or preparation has started, cancellation may no longer be possible for made-to-order or custom-configured products

If you are unsure whether your order has entered production or preparation, please contact us as soon as possible using the contact details provided in your order communication or through your assigned sales/support contact, if applicable.

4. Return Conditions  

Returns are accepted only if:

  • The product is unused  
  • The product is in its original condition  
  • The product is in its original packaging  

Returns must be arranged with us in advance.

5. Return Costs  

Unless the item is confirmed to be faulty or incorrectly supplied:

  • Return shipping and transportation costs are the responsibility of the customer
  • For large items (such as hot tubs, saunas, or ice baths), return transport and handling may involve significant cost

If a return is approved, the product must be safely packaged and prepared for transport.

Any additional costs resulting from improper packaging or failed collection attempts may be charged accordingly.

6. Non-Returnable Items  

The following items cannot be returned:

  • made-to-order or custom-configured products
  • products manufactured or prepared according to customer-selected specifications or options
  • used products
  • products that cannot be returned for hygiene reasons (such as ice baths once used)

7. Refunds  

Once the returned product has been received and inspected, we will process your refund if the return is approved and complies with these conditions.

Refunds will be issued:

  • using the original payment method
  • within a reasonable processing time

Any costs related to return shipping, transportation, handling, storage, or collection may be deducted where applicable.

8. Refused or Undeliverable Orders  

If delivery cannot be completed due to customer-related reasons (such as incorrect information, unsuitable access conditions, refusal of delivery, or failure to prepare the location), additional transportation, storage, handling, or re-delivery costs may apply.

For made-to-order or custom-configured products, cancellation or full refund may not be possible once production, preparation, or dispatch has started.

Any applicable refund will be assessed individually after deducting costs already incurred.

9. Damaged or Faulty Products  

If you believe your product has a manufacturing defect or fault, please contact us as soon as possible and provide photos, videos, and a description of the issue where applicable.

Visible transport-related damage must be reported at the time of delivery in accordance with our Delivery & Shipping conditions.

We will assess the situation and offer an appropriate solution where applicable, such as repair, replacement, partial refund, or another suitable resolution.

10. Important Notes  

  • Large items require special transport, handling, and coordination
  • Return logistics may take time to arrange
  • Clear communication and proper preparation help ensure a smooth process

If you have any questions, we are always here to help.