Refund policy

Refund and Returns Policy 

Following the UK Distance Selling Regulations, we have a 14-day returns policy for our products if you change your mind about a purchase. For your return to be accepted, the product must be in perfect condition, unused, and in its original packaging.

To start the returns process, contact us at chillezpod@gmail.com within 14 days of receiving your purchase, including the original order number and receipt or proof of purchase. Giving us a reason for your return is appreciated and helps us to continue to improve our service, but it is not required.

 Returns should be sent to 17 Jesmond Park West, NE77BU, UK. To note, unless returning a faulty or damaged product, the return of the product/s must be expensed by the purchaser. We are happy to provide logistic advice if you are returning one of our sauna packages, we appreciate that they are not as straightforward to return due to their size and weight. Upon receiving The Sauna package, we also recommend keeping the cardboard packaging the product comes in, in case you need to return a part/s of the product. Due to the size of this particular product, it requires bespoke packaging and can be difficult to source.

 Damaged or faulty Goods

We recommend inspecting your item/s upon delivery to assess for any signs of damage in transit, before signing for delivery. Once signed for, please inspect the product. If there are any manufacturing defects, contact us within 24 hours, providing images of the faulty/defective parts or damage. Following this, we will conduct an assessment to determine which part/s require replacement. Please note that the assessments will be done on a case-by-case basis. Replacement part/s will be sent free of charge if the conducted assessment is deemed valid by our team. If the fault is due to misuse, the product will be repaired and returned at your cost. If the item has been used or if you arrange your own return, we will not cover the cost. 

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. We aim to process refunds as quickly as possible, and guarantee refunds will be issued on our end within 14 days of receiving the returned goods or 14 days from proof of return. Please bear in mind it can take some time for your bank or credit card company to process and post the refund too. All refunds are subject to adherence to our returns criteria.

Warranties 

We have a 1-year limited warranty on The Sauna. Please see the User Manual for full details regarding this limited warranty.

 

For any queries regarding our refund and returns policy, or if you would like to begin a return, please get in touch at chillezpod@gmail.com.