Refund policy
Return & Refund Policy
We want you to be completely confident when ordering from Nordic Heaven. Due to the size, value and specialist nature of our outdoor saunas and cold plunges, we recommend contacting us before placing your order if you have any questions regarding specifications, configuration, access or delivery.
14-Day Cancellation Right
If you are a consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods without giving a reason, subject to the exclusions set out below.
To exercise your right to cancel, you must contact us within 14 days of receiving your order at:
nordicheaven.uk@gmail.com
Once you have notified us of your cancellation, the goods must normally be returned within 14 days.
Please contact us before arranging any return. Due to the size and weight of our products, specialist transport may be required.
Return Costs
Unless the product is faulty, damaged, incorrect or otherwise not as described, you will normally be responsible for the direct cost of returning the goods.
Outdoor saunas and cold plunges are large and heavy products and cannot normally be returned using standard parcel services. Specialist collection or freight may therefore be required.
Where possible, we can help you arrange suitable return transport. Any applicable return transport costs will be communicated before the return is arranged.
The product remains your responsibility until it has been safely returned.
Condition of Returned Products
Returned products should be kept in their original condition and, where reasonably possible, in their original packaging.
You may inspect the product as you would reasonably be able to in a physical store. We may make a deduction from your refund if the value of the product has been reduced as a result of handling beyond what is necessary to establish its nature, characteristics and functionality.
Customised and Made-to-Order Products
Some Nordic Heaven products may be manufactured, configured or customised specifically to a customer's requirements.
Where a product is genuinely made to your specifications or clearly personalised, the statutory right to cancel for change of mind may not apply.
Where this applies, we will make this clear before your order is placed.
This does not affect your statutory rights if the product is faulty, damaged, not as described or otherwise does not conform to the contract.
Damages and Delivery Issues
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives damaged, defective, incomplete or you receive the wrong product, please contact us as soon as possible at:
nordicheaven.uk@gmail.com
Please include your order number, a description of the issue and, where possible, photographs or videos showing the problem.
We will assess the issue and work with you to provide an appropriate solution in accordance with your statutory rights.
Faulty or Incorrect Products
If your product is faulty, not as described or does not perform as it reasonably should, you may be entitled to a repair, replacement, price reduction or refund depending on the circumstances and applicable consumer law.
Nothing in this policy is intended to limit or exclude your statutory consumer rights.
Refunds
Once a returned product has been received and inspected, we will notify you regarding your refund.
Where a refund is due, it will be issued to your original payment method within the timeframe required by applicable law.
For eligible cancellations, we will also refund the standard outbound delivery charge where required by law. Additional costs resulting from choosing a more expensive delivery method than our standard delivery option may not be refundable.
Please remember that your bank or payment provider may take additional time to process and display the refund.
Order Changes and Cancellations Before Dispatch
If you need to change or cancel your order before it has been dispatched, please contact us as soon as possible at:
nordicheaven.uk@gmail.com
We will do our best to accommodate your request.
If production or customisation of a made-to-order or personalised product has already started, cancellation rights may be limited where permitted by law. Any applicable restrictions will be communicated to you where relevant.
Exchanges
Due to the size and specialist nature of our products, we do not operate a standard exchange service.
If you would like a different product, please contact us and we will advise you on the available options.
European Union Customers
If your order is delivered to a country within the European Union, you may also have statutory cancellation and consumer rights under the laws applicable to your purchase.
Nothing in this policy is intended to limit any mandatory consumer rights that apply to your order.
Contact Us
For any questions regarding cancellations, returns, damaged products or refunds, please contact:
Nordic Heaven
Email: nordicheaven.uk@gmail.com