Returns & Cancellations FAQ

Returns and cancellations work differently for large freight-delivered items (hot tubs, saunas, cold plunge tubs, heat pumps) than for small parcel accessories. This FAQ covers the practical details: timing, eligibility, non-returnable items, damage process, and how refunds work. We're a UK retailer and these answers reflect both UK statutory consumer law and our specific freight-delivery realities. For the formal policy document, see our Returns & Refunds policy; everything below is in line with that policy and adds the operational detail.

What items are non-returnable?

A small number of items are non-returnable as a matter of policy or by statute:

• Gift cards — non-returnable and non-refundable once issued.
• Personal care and hygiene items once opened or used — e.g. sauna pillows, headrests, mouthpieces. Sealed and unused, these are returnable within the standard small-parcel window.
• Items that have been used, installed, or commissioned — once a hot tub has been filled and powered up, or a sauna has been heated, the item is no longer returnable on change-of-mind grounds. Faulty-item rights are unaffected.
• Items damaged due to handling beyond inspection — you're entitled to inspect a product but not to use it beyond inspection if you intend to return.
• Custom or made-to-order items — bespoke colour selections, custom-spec heaters, or items configured to your specification are non-returnable on change-of-mind grounds unless faulty.
• Bundle savings discounts — bundle pricing relies on the full bundle; if you return one item from a bundle, the remaining item(s) recalculate to standard pricing and any saving is deducted from your refund.

Your statutory rights under the UK Consumer Rights Act 2015 — for faulty, damaged, or not-as-described items — are unaffected by this list. If something arrives broken or doesn't perform as described, contact us within 48 hours and we'll arrange replacement, repair, or refund as appropriate.

Can I cancel my order?

Yes, within the right window. Before dispatch / freight booking: email help@steamandoak.co.uk with your order number as soon as possible — we'll do our best to cancel before the carrier picks up. Small parcel items can usually be cancelled up to the same-day 12:00 noon cut-off Mon–Fri. After dispatch / once freight is booked: cancellation may not be possible, and may involve unrecoverable costs (failed delivery fees, return freight, supplier restocking or cancellation fees). We'll confirm any charges in writing before proceeding. The UK Distance Selling rules give you a statutory 14-day cancellation window from delivery for most consumer purchases — that protects your right to cancel, but the return freight cost on a large item still falls to you under those rules.

Can I return a hot tub / sauna / cold tub?

Yes, within 14 days of delivery on change-of-mind grounds, provided the item is unused, not installed or commissioned, and in original packaging with all accessories. Because these items deliver via specialist freight, return collection costs are the customer's responsibility for change-of-mind returns — we'll quote the collection cost (and any applicable supplier charges) in writing before booking. Damaged-in-transit or faulty items are handled separately: see the damage section below. Small parcel accessories have a longer 30-day window where eligibility conditions allow.

What if my item arrives damaged?

Inspect on arrival. If you see visible damage to packaging, note it on the delivery paperwork before signing — this protects your claim with the freight carrier. Even if damage isn't visible at delivery, email help@steamandoak.co.uk within 48 hours with your order number, photos of the product and packaging, and a description of the issue. Depending on the case, the remedy is one of: replacement parts (most common for minor cosmetic damage), repair (for working faults), replacement unit (for major damage), or refund (where replacement isn't feasible). Where return/collection is required due to confirmed damage, we arrange collection and cover reasonable return costs. The full damage process is documented in our Returns & Refunds policy.

How do refunds work?

Once your return is received and inspected (or once a damage case is resolved), we confirm whether the refund is approved. If approved: refunds are issued to the original payment method (Klarna refunds go via Klarna's process, PayPal refunds go via PayPal), and we aim to process them within 10 business days of approval. Banks and payment providers may take additional time to show the funds in your account — Klarna typically updates within 24 hours of our approval; card refunds typically show within 3–5 working days from our processing. If more than 15 business days have passed since we approved your refund and you don't see it, contact us with your order number and we'll trace it with the payment processor.

Do you offer exchanges?

We don't offer direct exchanges. The quickest method if you want a different product is to place a new order for the replacement item (so it goes into the dispatch queue) and request a return for the original where eligible. This keeps the new item moving through the queue while we process your return on the original. For complex swaps (e.g. you've discovered an electrical-spec issue and need a 13A model instead of 32A), call 03330 1515 33 and we'll handle both sides as a coordinated case.

What's next

If you need to start a return or cancellation, the fastest channel is email — help@steamandoak.co.uk with your order number and what you need to do. For complex cases (damage with photos, freight cancellation, finance-related cancellations), call 03330 1515 33 Monday–Friday 9:00–17:00. The full legal policy is on the Returns & Refunds policy page; this FAQ adds the operational detail. Your statutory rights under UK consumer law are protected throughout.