Refund policy

Last updated: 29/01/2026

At Nordpower, every sauna is handcrafted to order. This policy explains when refunds or returns may apply and outlines your rights under UK consumer law.

 

1. Made-to-Order Products

All Nordpower saunas are made to order and produced specifically for each customer based on the selected model, configuration, and specifications.

Under the UK Consumer Contracts Regulations 2013, the standard 14-day cooling-off period does not apply to goods that are made to the consumer’s specifications or clearly personalised.

2. Cancellations

Before Production Begins

If you request to cancel your order before production has commenced, Nordpower may, at its discretion, issue a refund minus any administrative, design, or preparation costs already incurred.

All cancellation requests must be submitted in writing.

After Production Begins

Once production has commenced:

  • Orders cannot be cancelled

  • Payments are non-refundable

Production is considered to have commenced once materials are allocated, manufacturing is scheduled, or construction work has begun.

3. Deposits

Where a 50% deposit is accepted:

  • The deposit secures materials, labour, and production scheduling

  • The deposit becomes non-refundable once production begins

If full payment is made upfront, the same non-refundability applies once production has commenced.

4. Returns

Due to the made-to-order nature of our products:

  • Returns are not accepted

  • We do not accept returns for change of mind, suitability, or personal preference

This does not affect your statutory rights in the event of a faulty or misdescribed product.

5. Faulty or Damaged Goods

If your sauna arrives faulty or damaged, you must notify us within 7 days of delivery with supporting photographs or video evidence.

Where a fault is confirmed:

  • We will repair or replace the affected component where possible

  • A refund will only be offered if repair or replacement is not possible

Normal characteristics of natural materials, including wood expansion, contraction, grain variation, or colour changes, are not considered faults.

6. Delivery & Inspection

Customers are responsible for inspecting their sauna upon delivery.

Any issues relating to damage, missing components, or delivery condition must be reported within 7 days. Failure to report within this timeframe may limit our ability to assist.

7. Refund Processing

Approved refunds will be processed using the original payment method and may take 5–10 business days to appear, depending on your payment provider.

Refunds will only be issued where required by law or where Nordpower confirms that a remedy cannot be provided.

8. Chargebacks & Payment Disputes

Refund requests or chargebacks raised in contradiction to this policy may be disputed by Nordpower using documented acceptance of these terms at checkout.

9. Contact Us

For any questions regarding returns or refunds, please contact us at: info@nordpower.co.uk