Refund policy
Our top priority at ThermaCove is ensuring you are completely satisfied with your outdoor sauna purchase. We offer a transparent, UK Consumer Rights Act compliant 30-Day Return Policy.
30-Day Return Guarantee
You have 30 calendar days from the exact date of delivery to request a return for any item purchased from ThermaCove.
Return Conditions & Eligibility
To qualify for a valid return:
* The sauna must be unused, unassembled, and in its original, brand-new condition.
* The product must be returned in its original freight packaging/pallets, complete with all hardware, accessories, instructional manuals, and components.
* You must provide proof of purchase (order number, sales receipt, or confirmation email).
Returns Due to Change of Mind (Customer Preference)
* If you decide to return your sauna simply because you changed your mind or no longer require it, you may do so within the 30-day window.
* Return Shipping Costs: For change-of-mind returns, the customer is responsible for arranging and covering the full freight shipping costs required to transport the heavy shipment back to our designated UK warehouse.
* We recommend using a trackable, insured freight service, as ThermaCove cannot be held responsible for items damaged or lost during return transit.
Damaged, Defective, or Incorrect Items
If your sauna arrives damaged, missing components, or defective due to manufacturing issues:
1. Contact us within 48 hours of receipt at Support@thermacove.shop with your order number, a clear description of the defect, and photos/videos.
2. ThermaCove will review your claim immediately and provide a replacement part, full product exchange, or arrange a free carrier collection at zero cost to you.
Refund Processing & Timelines
* Inspection: Once your returned shipment reaches our UK warehouse, our quality inspection team will evaluate the product within 2–3 business days.
* Approval Notification: We will send you an email informing you whether your return has been approved or rejected based on the product’s condition.
* Refund Method: Upon approval, your full refund will automatically be credited back to your original payment method via Shopify Payments.
* Processing Time: Refunds are processed within 7 business days of receiving and approving the return. Please note that your bank or credit card provider may require an additional 2–5 business days to post the funds to your account statement.
How to Initiate a Return
1. Email our support team at Support@thermacove.shop with your Order ID and reason for return.
2. Once authorized, our team will provide you with the return warehouse address and specific freight packing instructions.
3. Do not ship any items back to us without prior authorization, as unauthorized returns will be rejected.
