Returns & Refund Policy
Right of Withdrawal
If you are a consumer purchasing a standard, non-customised product from our online shop, you generally have the statutory right to withdraw from the purchase within 14 days of receiving the goods, without giving a reason, subject to the applicable legal requirements.
However, this right does not apply to products that are made to your individual specifications or clearly personalised for you.
Custom-Made and Individually Ordered Saunas
SANA saunas may be manufactured and configured specifically according to the customer’s individual order.
If a sauna is ordered with individual dimensions, materials, finishes, layouts, equipment, colours, technical specifications or other customer-specific options, the sauna is considered a custom-made product.
Custom-made or individually configured saunas cannot be cancelled or returned simply because you have changed your mind after production has started or the product has been completed.
This also applies where production has been started specifically on the basis of your confirmed order and the resulting product cannot reasonably be resold as a standard product.
Before production begins, we will confirm the relevant product configuration with you. Please check the dimensions, materials, finishes, equipment and other specifications carefully before confirming your order.
Defective, Damaged or Incorrect Products
The exclusion of the right of withdrawal for custom-made products does not affect your statutory rights in relation to defective, damaged or incorrectly supplied goods.
If your sauna arrives damaged, contains a manufacturing defect, does not correspond to the agreed specifications, or we have made an error in manufacturing or supplying your order, please contact us as soon as possible.
Depending on the circumstances and applicable law, we will repair or replace the defective or incorrect part, provide an appropriate price reduction, or provide another statutory remedy where required.
Please provide photographs and a description of the issue so that we can assess the claim and arrange the appropriate solution.
Standard Products and Non-Customised Items
For standard products that are not made to individual customer specifications, the statutory 14-day right of withdrawal applies where required by applicable consumer law.
If you exercise your right of withdrawal, the product must be returned without unnecessary delay and in accordance with the applicable statutory requirements.
The direct costs of returning the goods are borne by the customer where permitted by applicable law and where the customer has been informed of this before the purchase.
For large or freight-delivered products, return arrangements and costs may differ from standard parcel returns.
Return Shipping and Insurance
If a return is requested for reasons that are not attributable to SANA, the customer is responsible for arranging and paying for the return transportation and any associated costs, where permitted by applicable law.
This includes transport, loading, unloading, packaging, handling and any other costs necessary to return the product safely to us.
Any product returned to SANA must be adequately insured for the full value of the product against loss, theft and damage during transport.
The customer is responsible for ensuring that the chosen carrier provides appropriate insurance coverage and for retaining proof of shipment and insurance.
SANA is not responsible for loss or damage occurring during a customer-arranged return shipment.
If a returned product arrives damaged or is lost during transportation due to inadequate packaging, handling or insufficient insurance arranged by the customer, the resulting loss may be charged to the customer to the extent permitted by applicable law.
Where a return is necessary because the product is defective, damaged on delivery, incorrectly manufactured or supplied incorrectly due to an error on our part, SANA will arrange or reimburse the reasonable return transportation costs in accordance with applicable law.
Inspection and Condition of Returned Products
A returned standard product must be handled only to the extent necessary to establish its nature, characteristics and functioning, as would reasonably be possible in a physical store.
If the product has been used beyond what is necessary for such inspection and its value has consequently decreased, we reserve the right to claim compensation for the resulting loss in value where permitted by applicable law.
Refunds
Where a refund is legally due, we will process it in accordance with the applicable statutory requirements.
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed with the customer.
For returned goods, we may withhold reimbursement until the goods have been received or the customer has provided evidence that they have been returned, where permitted by applicable law.
Non-Returnable Custom Products
The following products are generally not eligible for return based solely on a change of mind where they have been individually manufactured or configured for the customer:
- Custom-sized saunas
- Saunas with individually selected or modified layouts
- Saunas manufactured with customer-specific materials or finishes
- Saunas with customer-specific equipment or technical configurations
- Other products manufactured or clearly personalised according to the customer’s specifications
This exclusion does not apply to statutory claims concerning defective, damaged or incorrectly supplied goods.
How to Contact Us
If you have a question about a return, cancellation, damaged product or warranty claim, please contact us before arranging a return.
Email: info@aventabuve.com