Refunds and Returns Policy

Last updated: 19/10/2026

Every Nordpower sauna, including the Nordpower Sauna Tent, is a bespoke, personalised, made-to-order product, produced specifically to the individual customer's agreed requirements and specifications. Placing an order commits us to preparing and producing your sauna, including arranging materials, labour and production capacity. This policy explains our deposit, cancellation and returns terms.

Nothing in this policy limits rights that cannot be excluded under applicable consumer law.

1. Bespoke, Made-to-Order Saunas

This policy covers all Nordpower saunas, including the Nordpower Sauna Tent. Every sauna is individually specified, bespoke and personalised, and is manufactured for its customer according to the agreed design, configuration and individual specifications.

As each sauna is made to the customer's individual specifications, the statutory 14-day change-of-mind cancellation right does not apply under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This exemption applies to the bespoke goods from the point the contract is made; it does not depend on physical construction having started.

2. The 50% Production Deposit

Where payment is made in stages, a 50% production deposit is required to proceed. The remaining 50% is payable on completion in accordance with your agreed payment terms.

When manufacture begins, we normally incur production costs of approximately 50% of the total order value. The 50% deposit is set to fund this upfront commitment, including materials, design work, labour and manufacturing arrangements. It is not a refundable reservation fee, and Nordpower does not offer a discretionary deposit refund simply because a customer changes their mind.

If you cancel without a statutory right to do so, your deposit will be applied against the cancellation losses explained in Section 3. The full 50% deposit may be retained where those losses equal or exceed the deposit. We will refund any amount exceeding our lawfully recoverable losses.

These terms do not remove any right to a refund arising from our breach of contract or your statutory rights.

3. Cancellation Requests and Production Commitments

Order preparation and production commitments begin once we accept your order and receive the required payment. Physical construction may begin later; costs and binding supplier commitments can arise before construction starts.

Please send cancellation requests promptly to info@nordpowerpartners.co.uk, quoting your name and order number. A request does not itself establish a right to cancel or receive a refund.

Where no statutory cancellation right applies and the order is cancelled, Nordpower may retain or recover reasonable, evidenced losses directly resulting from cancellation. These may include:

• Design and preparation work already completed.
• Materials purchased, cut or customised for your order that cannot reasonably be recovered or reused.
• Manufacturing work and labour already undertaken.
• Unavoidable supplier or subcontractor cancellation charges.
• Any loss of net profit that is legally recoverable.

We will take reasonable steps to reduce losses and account for costs saved, materials recovered and resale proceeds. We will not charge twice for the same loss. We can provide an explanation of any cancellation amount retained or claimed.

If recoverable losses exceed the deposit, additional sums may be payable, but the total cancellation amount will not exceed the agreed contract price. Payments already made will be credited against that amount.

Where you paid in full, the same calculation applies. Full upfront payment is not automatically forfeited; any amount exceeding our recoverable losses will be refunded.

4. Change-of-Mind Returns

Every Nordpower sauna is bespoke and made to the individual customer's specifications. We do not offer voluntary change-of-mind returns or accept returns because of a change in preference, circumstances or requirements.

Please check dimensions, access, positioning and the agreed specifications before ordering. This does not exclude our responsibility for inaccurate descriptions or advice, or for suitability for a particular purpose where the law makes us responsible.

This change-of-mind restriction does not affect rights concerning faulty, damaged or misdescribed goods, or any other statutory remedy.

5. Faulty, Damaged or Misdescribed Goods

If you believe your sauna is faulty, damaged or does not match its description, contact us promptly with your order details and a description of the issue. Photographs or video, where reasonably available, help us assess the problem. We may arrange a reasonable inspection.

Your remedies depend on the circumstances and applicable law. These may include:

• A short-term right to reject faulty or misdescribed goods, normally within 30 days, and receive a refund.
• Repair or replacement at no cost, within a reasonable time and without significant inconvenience, where that remedy applies.
• A price reduction or a right to reject the goods where repair or replacement is unavailable, unsuccessful or not provided as legally required.

You are not required to accept a repair where you are entitled to exercise a statutory right to reject. We bear reasonable return or collection costs where required for a valid statutory rejection.

Natural timber can show grain and colour variation, seasonal movement and weathering. These characteristics are not, by themselves, defects, provided the sauna remains safe, of satisfactory quality, fit for its required purpose and consistent with its description.

6. Delivery, Inspection and Lead Times

Our usual estimated delivery lead time is 8–10 weeks from order confirmation, receipt of the required payment and agreement of the final specifications, unless a different timeframe is agreed. Earlier delivery may be possible. We will communicate any material changes to your expected delivery timeframe. Your statutory rights concerning late or failed delivery remain unaffected.

Please inspect your delivery as soon as reasonably possible. We ask that visible damage, missing components or delivery discrepancies are reported within 7 days, with photographs where possible, to help us investigate promptly.

This seven-day request does not restrict your statutory rights. Signing a delivery receipt does not waive rights relating to damage or defects that were not reasonably apparent on delivery.

7. Refund Processing

Refunds due will be issued without undue delay and within the applicable statutory deadline. For refunds following rejection of faulty goods, this is normally within 14 days of our agreeing that you are entitled to the refund.

Refunds will normally use the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee. Your payment provider may take additional time to display the credit.

8. Chargebacks and Payment Disputes

Please contact us promptly if you have a payment or order concern so we can investigate and seek a resolution.

Nordpower may contest a chargeback or payment dispute where we reasonably believe it is unsupported, using relevant order records, agreed specifications, communications, production records and delivery evidence.

Nothing in this policy prevents you from exercising any rights available through your bank, card provider, payment service or applicable law.

9. Contact Us

For cancellation requests, returns enquiries or problems with your order, contact:

Nordpower
Email: info@nordpowerpartners.co.uk
Postal address: Chapelfield Nursery, Sewardstone Road, London, E4 7RG

Please include your name, order number and a brief explanation of your enquiry.