Returns and complaints

Withdrawal within 14 days

1. If you buy as a consumer (or as a sole trader with consumer rights), you may withdraw from the contract without giving any reason within 14 days of receiving the product.
2. Send us a statement by e-mail to kos.sauna@proton.me or by letter to the address above. You may use the form below, but you don't have to. It is enough to send the statement before the 14 days are up. Please give your order number so we can handle the return faster.
3. Send the product back to the returns address within 14 days of withdrawing. Pack it so it cannot be damaged in transit, preferably in its original packaging.
4. You bear the cost of sending it back. Small products can go by courier or parcel locker. Wood-burning stoves and hot tubs do not fit a normal parcel and go back by pallet freight. The estimated cost of such a return is about PLN 299 for a stove and PLN 499 for a hot tub (our shop's pallet delivery price). Write or call us before sending and we will help you book the transport.
5. We refund all payments, including the cost of the cheapest delivery option we offer, within 14 days of receiving your statement, using the same means of payment. We may withhold the refund until we have received the product or proof that it has been sent back.
6. You are liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning. So please do not install a stove or light a fire in it.
7. The right of withdrawal does not apply to products made to your specifications, such as saunas and hot tubs built to measure. Details in the terms and conditions (§ 6).

Complaints

1. If a product does not conform to the contract (e.g. it is defective or damaged), write to kos.sauna@proton.me or call +48 731 706 430. Describe the problem, attach photos and tell us what you want: repair, replacement, a price reduction or withdrawal from the contract.
2. We reply within 14 days. If the product has to be sent back, we tell you how, and we pay for sending back a product under complaint.
3. Report transport damage on delivery: check the parcel in the courier's presence and write a damage report with them.