Refunds & Returns

Buying a sauna or outdoor wellness product is a significant investment, and we want you to feel completely confident every step of the way. We're honest, straightforward people and we stand behind everything we sell. If something isn't right, we want to know about it and we want to fix it. This page explains everything clearly so you always know where you stand.

Your Legal Rights

As a customer purchasing from us online, you are protected by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. These are important rights that we fully honour and will never try to limit. In plain terms:

• Every product we sell must be of satisfactory quality, fit for purpose, and as described
• If a product is not, you have the right to a repair, replacement or refund
• When buying online, you also have the right to cancel most orders within 14 days of receiving them, without needing to give a reason

Nothing in this policy removes or reduces those rights. If you're ever unsure about where you stand, please just get in touch and we'll talk it through honestly.

Made to Order Products — Please Read Before Ordering

Every sauna and wellness structure we sell is handcrafted individually to your specification. Nothing is mass produced, nothing sits in a warehouse. Your product is built specifically for you, which is something we're genuinely proud of — but it's also something we want you to fully understand before you place an order.

Because of this, made-to-order products are exempt from the standard 14-day change of mind cancellation right under the Consumer Contracts Regulations 2013. Once your order is confirmed and production has begun, we are unable to offer a refund or cancellation except in the event that the product is faulty or not as described.

We don't say this to catch anyone out. We say it because we believe in being upfront. If you have any questions about a product before you commit — about dimensions, materials, specifications, lead times, anything at all — please ask us first. We'd much rather spend time helping you make the right decision than have anyone feel uncertain after placing an order.

Made to Order Deposit

For all made-to-order saunas and wellness structures, we require a 50% deposit at the time of ordering. This secures your place in the build schedule and covers the cost of materials and the production process that begins shortly after your order is confirmed.

We want to be open about why we do this. Every product is built uniquely for you and cannot simply be resold if an order is cancelled. The deposit allows us to commit fully to your build from day one, and it protects both of us.

The deposit is non-refundable once production has begun. If you need to cancel before production has started, please contact us as soon as possible and we'll do everything we can to help. Once manufacturing is underway, the order cannot be cancelled or refunded except in the event that the product is faulty or not as described — in which case your full legal rights under the Consumer Rights Act 2015 apply and we will honour them without question.

The remaining balance will be due prior to dispatch. We'll be in touch to arrange this as your build nears completion. If you have any questions about the deposit or payment process before ordering, please just ask.

Change of Mind Returns, In-Stock Items

For any in-stock, non-custom items, if you change your mind after receiving your order you have 14 days from the day you receive it to let us know you'd like to return it, in line with the Consumer Contracts Regulations 2013. Once you've notified us, you then have a further 14 days to send the item back.

To be eligible, we ask that the item is:

• Unused and in like-new condition
• Free from signs of wear, use or installation
• In its original packaging with all accessories and components present
• Accompanied by proof of purchase

Please contact us before sending anything back so we can authorise the return and give you clear instructions. We're not able to accept items returned without prior approval, so a quick message first makes all the difference.

Please note: for change of mind returns, the cost of return shipping is the buyer's responsibility. We'd recommend using a tracked and insured service to protect yourself, as we're unable to take responsibility for items lost or damaged on their way back to us.

Large & Specialist Item Returns

Saunas, hot tubs, cold plunge units and other large wellness structures are delivered via specialist freight services. We want to be completely upfront about what returning these items involves so there are no surprises.

If you request a change of mind return on a large freight-delivered item, the full cost of safe return transport, repackaging and any collection charges will be the buyer's responsibility. These costs can be substantial given the size and weight of the items involved, and any applicable charges will be deducted from your refund.

If an item has been installed, partially assembled, modified or cannot be safely repackaged for transport, it may no longer be eligible for return. We'd always encourage you to get in touch with any questions before you order — we'd much rather help you get it right first time.

Faulty, Damaged or Incorrect Items

If your product arrives faulty, damaged in transit, or isn't what you ordered, please contact us within 30 days of receiving it and we will put it right. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement or full refund in these circumstances, and that is exactly what we will work towards.

Please inspect your order carefully as soon as it arrives. The sooner you let us know about a problem, the faster we can act. Where possible, please include photographs when you contact us — this helps us investigate quickly with our courier or supplier and get things moving for you without delay.

If a fault develops after 30 days but within six months of purchase, we will still work with you to find a fair resolution in line with your legal rights. After six months, we may ask you to demonstrate that the fault was present at the time of purchase, but we will always approach this reasonably and in good faith.

Cancelling an Order Before Dispatch

If you need to cancel an order before it has been dispatched, please contact us as soon as possible. For in-stock items, we'll do everything we can to stop the order in time. For made-to-order products, cancellation may not be possible once production has begun. Please get in touch and we'll give you an honest update on where your build stands and what options are available to you.

How to Start a Return

Starting a return is simple. Email us at support@groundedfox.com with the following:

• Your order number
• The item you'd like to return
• The reason for your return
• Photographs where relevant

We'll get back to you as quickly as we can with clear next steps. If your return is approved, please dispatch the item within 7 days of approval. If you're ever unsure how to package something safely for its return journey, just ask and we'll advise.

Condition on Return

Once your return arrives back with us, we'll inspect it carefully and fairly. To qualify for a full refund, items must arrive in like-new condition with original packaging and all accessories included. Items showing signs of use, wear, installation, missing components, or damage caused by insufficient packaging during return transit may not be eligible for a full refund.

We'll always be reasonable in our assessment and we'll communicate our findings clearly before making any decision on your refund amount.

Non-Returnable Items

The following items cannot be returned for change of mind:

• Made-to-order, custom or personalised products
• Products that have been installed, assembled or modified
• Sealed goods where the seal has been broken and the item cannot be resold for hygiene reasons
• Gift cards

Your statutory rights in the event of a fault or misdescription are not affected by any of the above.

Refunds

Once we've received and inspected your return, we'll let you know the outcome as quickly as possible. Approved refunds will be issued to your original payment method within 14 days of us receiving the returned item, in line with the Consumer Contracts Regulations 2013. Your bank or card provider may take a little additional time to show it in your account.

We will never delay a refund unreasonably. If more than 14 days have passed since we confirmed your refund and you haven't seen it, please email us at support@groundedfox.com and we'll look into it straight away.

A Final Note

We're a small, independent business and we care deeply about every customer. A sauna or wellness product isn't an impulse buy — it's something you've thought about, saved for, and are genuinely excited about. We take that seriously. If anything ever goes wrong, or if you have any doubts before you buy, please just talk to us. We're always on the end of an email and we'll always give you a straight, honest answer.