Returns & Refunds
At Furu Wellness, we want you to be completely satisfied with your purchase. If you have any questions or concerns regarding your order, please contact us and we will be happy to assist.
Cancelling Your Order
If you change your mind about your purchase, you have the right to cancel your order from the date the contract is entered into until 14 days after the day you receive your goods, subject to any applicable exceptions under UK consumer law.
To cancel your order, please contact us within the 14-day cancellation period and clearly let us know that you wish to cancel.
Once you have notified us of your cancellation, the goods should be returned to us within 14 days.
Returns
Due to the size and weight of our saunas, all returns must be arranged with us in advance. Please do not arrange a return before contacting us.
Change-of-Mind Returns
Our outdoor saunas are large and heavy products that cannot normally be returned by standard post and may require specialist transport.
If you exercise your statutory right to cancel because you have changed your mind, you will be responsible for the direct cost of returning the sauna, where permitted by law.
Return transport costs will vary depending on factors such as the sauna model, collection location and specialist transport requirements. Due to the size and weight of our saunas, these costs can be substantial.
This does not affect your statutory rights if your sauna is faulty, damaged, not as described or incorrectly supplied.
Products should be returned in their original condition and, where reasonably possible, in their original packaging.
We may make a deduction from your refund if the product has been handled beyond what would reasonably be necessary to inspect its nature, characteristics and functionality.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If your sauna arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible with your order details and photographs of the issue so that we can help resolve the problem.
Your statutory rights in relation to faulty, damaged or incorrectly described goods are not affected by this policy.
Refunds
Once a return has been received, or you have provided appropriate evidence that the goods have been returned, we will process any refund due in accordance with your statutory rights.
Where applicable, your refund will include the cost of our standard delivery option. If you selected a more expensive delivery service, any additional delivery cost above our standard delivery charge may not be refundable.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
Bespoke or Customised Orders
Certain goods that are made to your specifications or clearly personalised may not qualify for the standard 14-day change-of-mind cancellation right.
If a sauna is being made or customised specifically for you, we will make this clear before you place your order.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
Need Help?
If you would like to cancel an order, arrange a return or discuss a problem with your sauna, please contact us through our Contact page before arranging the return of any goods.
Nothing in this Returns & Refunds policy affects your statutory rights under UK consumer law.