Refund policy

Refund and Returns Policy

We want you to be happy with your purchase. This policy explains your options if something is missing or faulty, and your rights if you change your mind.

Missing or damaged parts

Our saunas are supplied as precision-cut kits containing a large number of individual components. Occasionally a part may be missing or damaged in transit.

If this happens, contact us at hello@northcabin.co.uk with your order number, a description of the issue and photographs where possible. We handle the claim from there and liaise with our manufacturing partner on your behalf to supply replacement parts within a reasonable timescale. Their logistics team may contact you directly to arrange delivery.

In most cases this resolves the issue without any need to return the kit.

Faulty or incorrect goods

Your rights under the Consumer Rights Act 2015 are separate from, and in addition to, the cancellation rights below.

If your goods are faulty, incorrect, or not as described, please contact us as soon as possible at hello@northcabin.co.uk. Depending on the circumstances and how long you have had the goods, you may be entitled to a repair, a replacement, or a refund. We will explain your options and manage the claim on your behalf.

Please inspect your delivery and check all components against the enclosed parts list before you begin assembly, and contact us before starting if anything is missing, damaged or incorrect.

Cancelling your order (change of mind)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order and receive a refund without giving a reason.

You have 14 days from the day you receive the goods to tell us you wish to cancel. Once you have told us, you then have a further 14 days to return the goods. To cancel, email hello@northcabin.co.uk.

Return costs

You are responsible for the direct cost of returning the goods. Because these items are delivered by pallet freight and cannot be returned by post, we arrange collection on your behalf with our manufacturing partner and the cost is deducted from your refund. This is set out again at checkout before you place your order.

Condition of returned goods

You may examine and handle the goods as you would in a shop: checking components against the parts list, inspecting timber quality, confirming dimensions. This does not affect your refund.

Assembly goes beyond examination. Our kits are supplied as precision-cut components on a single pallet, secured and wrapped for freight. Once assembly has begun, components cannot be restored to their original packed condition and the pallet cannot be safely re-freighted. A kit that has been partly or fully assembled, treated, painted, cut, drilled or otherwise altered has no resale value as new.

Where this has occurred, any refund will be reduced to reflect that loss in value, which will normally account for the full value of the goods.

Your refund

We will refund you within 14 days of receiving the goods back, or from the day you provide evidence that you have sent them back, whichever is earlier. Refunds are made to your original payment method.

We will refund the standard delivery cost you originally paid, but not any additional cost if you chose a more expensive delivery option.

Contact

North Cabin is a trading name of BlueSilver Commerce Ltd (Company No. 17280106)
Office 7548, 58 Peregrine Road, Hainault, Ilford, Essex, IG6 3SZ
hello@northcabin.co.uk