Refund policy

Refund, Cancellation & Production Policy

1. Bespoke & Custom-Made Products

All products supplied by The Irish Sauna Company are custom-built and manufactured to the customer’s specific requirements.

Under the Irish Consumer Rights Act 2022 and applicable EU consumer protection law, the standard 14-day cancellation (“cooling-off”) period for distance sales does not apply to goods that are made to the consumer’s specifications or are clearly personalised.

By placing an order and paying a deposit, the customer acknowledges that the sauna unit is being manufactured specifically for them and that production resources and materials may be allocated immediately upon order confirmation.

2. Transparency & Build Updates

We believe customers should be part of the build journey. Once production begins, The Irish Sauna Company provides bi-weekly video updates (every two weeks) showing the progress of the build, including stages such as chassis preparation, framing, insulation, cladding, interior finishing, and stove installation where applicable.

These updates are provided as a courtesy and may vary depending on the stage of production.

3. Deposits

Deposits secure workshop scheduling, production capacity, project planning, and procurement of project-specific materials.

As a result, deposits may be retained in whole or in part where costs, supplier commitments, labour allocation, or production scheduling obligations have already been incurred by The Irish Sauna Company.

4. Order Cancellations

If you wish to cancel your order, you must contact us as soon as possible in writing.

Before Production Begins

Where production has not commenced and no project-specific materials or third-party components have been ordered, we may issue a refund subject to a reasonable administration fee.

After Production Begins

Once production has commenced, cancellations may only be eligible for a partial refund.

Production shall be deemed to have commenced once any of the following occurs:

  • Project-specific materials are ordered or allocated
  • Manufacturing or fabrication work begins
  • Production time or workshop capacity is scheduled for the project
  • Design, engineering, or custom planning work has commenced

5. Cancellation Charges & Deductions

Where a cancellation is accepted after production has commenced, The Irish Sauna Company reserves the right to deduct all reasonable costs incurred up to the cancellation date, including but not limited to:

  • Materials and components purchased specifically for the order (including timber, stoves, windows, insulation, and fittings)
  • Labour, manufacturing, fabrication, and production costs already incurred
  • Design, engineering, drafting, or custom fabrication work completed
  • Storage, transport, logistics, or handling costs incurred
  • Non-refundable deposits or charges paid to third-party suppliers or manufacturers
  • Administrative and scheduling costs associated with reserving production capacity

Any refund issued will be calculated after deduction of such costs.

6. Practical Protections & Product Disclaimers

Natural Timber Variations

As we use high-quality natural timber and handcrafted materials, variations in grain, texture, colour, knots, and natural movement may occur. These are natural characteristics of timber products and are not considered defects.

Fair Wear, Environmental Exposure & Accidental Damage

Sauna units are exposed to heat, moisture, weather conditions, and natural outdoor environmental factors. Over time, reasonable wear and tear may occur, including natural timber movement, weathering, fading, expansion, contraction, surface cracking, corrosion of exposed metal components, and general aging of materials.

The Irish Sauna Company is not responsible for:

  • Normal wear and tear arising from regular use
  • Cosmetic aging or weather-related changes to timber and exterior finishes
  • Damage caused by improper use, misuse, neglect, lack of maintenance, or failure to follow care instructions
  • Damage caused by water ingress resulting from improper installation, modification, or maintenance carried out by third parties
  • Accidental damage occurring after delivery
  • Damage caused by storms, flooding, high winds, fire, transport, impact, vandalism, or other external events outside our reasonable control

Customers are responsible for maintaining the sauna unit in accordance with any care and maintenance guidance provided.

Site Access & Delivery

It is the customer’s responsibility to ensure safe and adequate access for delivery vehicles, cranes (where required), and placement of the sauna unit. Additional costs arising from restricted access, delays, failed deliveries, or site complications may be charged separately.

Ownership of Goods

Ownership and legal title of the goods shall remain with The Irish Sauna Company until full payment has been received and cleared in full.

Stove Operation & Safety

All wood-burning stoves and heating systems must be operated in accordance with the manufacturer’s instructions and provided safety guidance. Improper use, inadequate ventilation, misuse, or failure to maintain the appliance may void applicable warranties.

Minor Specification Changes

The Irish Sauna Company reserves the right to make minor changes to materials, fixtures, fittings, or specifications where reasonably necessary due to supplier availability, product improvements, or manufacturing requirements, provided such changes do not materially affect the overall quality, appearance, or intended function of the product.

7. Delays Outside Our Control

The Irish Sauna Company shall not be liable for delays caused by events outside our reasonable control, including but not limited to:

  • Supplier or material shortages
  • Manufacturing or transport disruptions
  • Adverse weather conditions
  • Industrial disputes
  • Delays caused by third-party contractors or suppliers
  • Force majeure events or other unforeseen circumstances

In such circumstances, delivery and completion timelines may be extended accordingly.

8. Faulty or Non-Conforming Goods

Nothing in this policy affects the customer’s statutory rights under Irish consumer law.

If goods supplied are found to be faulty, damaged, or not in conformity with the agreed specification, customers may be entitled to a repair, replacement, price reduction, or refund in accordance with the Consumer Rights Act 2022 and applicable consumer protection legislation.