Returns & Refunds

Returns & Refunds

Last updated: 10 February 2026

For hot tubs, saunas, cold plunge tubs, heat pumps and other large specialist-delivery products, the standard return window is 14 days from delivery. Small parcel accessories may have a longer return window where stated.

We want you to feel confident ordering from Steam & Oak. This page explains how returns and refunds work for both small parcel items (accessories/parts) and large equipment (hot tubs, saunas, cold plunge tubs, heat pumps and other bulky products).

This policy is in addition to your legal rights under UK consumer law.

1) Small parcel items (accessories & smaller products)

Return window

You can request a return within 30 days of delivery.

Eligibility

To be eligible, the item must be:

  • unused and in original packaging
  • complete with any included parts/accessories
  • in a condition suitable for resale

How to request a return

Email help@steamandoak.co.uk with:

  • your order number
  • the item(s) you’d like to return
  • the reason (optional)

If approved, we’ll send return instructions and the return address.

Return shipping

  • Change of mind: you cover the cost of return shipping.
  • Faulty/damaged/incorrect item: we’ll work with you to resolve it and cover reasonable return costs where applicable.

2) Large items (hot tubs, saunas, cold plunge tubs, heat pumps & bulky equipment)

Large items are delivered via specialist freight, so returns work differently than small parcels.

Change-of-mind returns (large items)

You can request a return within 14 days of delivery.

To be eligible, the item must be:

  • unused and not installed/commissioned
  • in original packaging (including all included parts/accessories/manuals)
  • in a condition suitable for resale

Return collection costs (large items)

Change of mind: return freight/collection costs are the customer’s responsibility.

Because these items are delivered by freight, we can arrange collection on your behalf. We’ll confirm the collection cost (and any applicable supplier charges) with you in writing before booking a collection.

Change-of-mind cancellations

  • Before dispatch / before freight booking: contact us as soon as possible and we’ll do our best to cancel.
  • After dispatch / once freight is booked: cancellation may not be possible and may involve unrecoverable costs (for example: failed delivery fees, return freight, or supplier restocking/cancellation fees).

If any charges apply, we’ll confirm them with you in writing before proceeding.

Faults, damage or missing parts (large items)

If your large item arrives damaged, has a fault, or is missing parts, email us within 48 hours of delivery and include:

  • order number
  • photos/video of the product and packaging
  • a description of the issue

We’ll coordinate the remedy with the supplier/manufacturer. Depending on the case, this may include:

  • replacement parts
  • repair
  • replacement unit
  • refund (where appropriate)

Where a return/collection is required due to a confirmed fault, damage or incorrect item, we will arrange collection and cover reasonable return costs.

3) Damaged, faulty, missing or incorrect items (all orders)

Please inspect your order on arrival.

If something isn’t right, email help@steamandoak.co.uk within 48 hours of delivery with photos/video.

For freight deliveries, where possible, note visible damage on the delivery paperwork before signing.

We’ll respond with next steps quickly.

4) Non-returnable items

The following items are not returnable:

  • gift cards
  • personal care/hygiene items once opened or used (where applicable)
  • items returned used, installed, incomplete, or not in original condition
  • items damaged due to handling beyond what’s necessary to inspect them

If something is excluded from return, we’ll explain why.

5) Refunds

Once your return is received and inspected (or once a fault/damage case is resolved), we’ll confirm whether your refund is approved.

If approved:

  • refunds are issued to the original payment method
  • we aim to process refunds within 10 business days of approval
  • banks/payment providers may take additional time to show the funds

If more than 15 business days have passed since we approved your refund, contact us.

6) Exchanges

We don’t offer direct exchanges. If you want a different product, the quickest method is to place a new order and request a return for the original item (where eligible).

7) Contact

Email: help@steamandoak.co.uk
Phone: 03330 1515 33
Hours: Monday–Friday, 9:00–17:00 (UK time)

8) Business information

Trade name: Steam & Oak
Company No.: 16994007
Registered Office: 128 City Road, London, EC1V 2NX, United Kingdom