Refund policy

Refund Policy

Last updated: 30 January 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.

This Refund Policy explains how returns, cancellations and refunds work for purchases made through Steam & Oak, the trading name of SGEcommerce Ltd.

Because we sell both small parcel items and large specialist-freight products, the return and cancellation process depends on what you ordered.

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

1) Small parcel returns (accessories and smaller items)

Return window

You may request a return within 30 days of delivery.

Eligibility

To be eligible for a return, the item must be:

  • unused;
  • in its original packaging;
  • complete with included parts and accessories; and
  • in a condition suitable for resale.

You must also provide proof of purchase, such as your order number or confirmation email.

How to request a return

Email help@steamandoak.co.uk with:

  • your order number;
  • the item(s) you would like to return; and
  • the reason for return (optional, but helpful).

If your return is approved, we will provide return instructions and the return address.

Return shipping

  • If you changed your mind, you are responsible for return postage.
  • If the item is faulty, damaged or incorrect, we will work with you to resolve the issue and cover reasonable return costs where applicable.

2) Large equipment returns (freight / pallet / specialist delivery items)

This section applies to large, heavy or high-value items such as hot tubs, saunas, cold plunge tubs, heat pumps and other specialist-delivery products.

Change-of-mind cancellations before dispatch

If your order has not yet been dispatched and no freight booking has been arranged, you may request cancellation by emailing help@steamandoak.co.uk as soon as possible.

Change-of-mind cancellations after dispatch or booking

Once dispatch has started or freight has been booked, cancellation may not be possible, or charges may apply.

These may include, for example:

  • supplier cancellation fees;
  • restocking fees where applicable;
  • failed delivery charges;
  • return freight charges; and
  • rebooking or administration charges.

If charges apply, we will confirm them with you before proceeding.

Change-of-mind returns after delivery

Where a legal right to cancel applies, we will honour that right. However, for large specialist-delivery items:

  • the item must remain unused, uninstalled and in original condition;
  • you may be responsible for return or collection costs; and
  • any reduction in value caused by handling beyond what is necessary to inspect the goods may be deducted from your refund where legally permitted.

3) Faults, damage or missing parts (large items)

If a large item arrives damaged, develops a fault, or is missing parts, contact us as soon as possible at help@steamandoak.co.uk.

Please include:

  • your order number;
  • photos and/or video of the issue;
  • photos of the packaging where relevant; and
  • a clear description of the problem.

Depending on the circumstances, the remedy may include:

  • replacement parts;
  • repair;
  • replacement product; or
  • refund, where appropriate.

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

Please inspect your order on arrival.

If something is wrong, email help@steamandoak.co.uk within 48 hours of delivery and include:

  • your order number;
  • photos and/or video of the issue;
  • photos of the packaging; and
  • a short description of the problem.

Where possible, visible freight damage should also be noted on the delivery paperwork before signing.

5) Non-returnable items

The following are not eligible for return unless faulty or not as described under your legal rights:

  • gift cards;
  • personal care or hygiene items once opened or used, where applicable; and
  • items returned used, installed, incomplete, damaged or otherwise not in a condition suitable for resale.

6) Exchanges

We do not offer direct exchanges.

If you would like a different item, the quickest option is usually to place a new order and, where eligible, request a return for the original item.

7) Refunds

Once your return is received and inspected, or once a fault/damage case has been resolved, we will 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; and
  • your bank or payment provider may take additional time to show the funds.

If more than 15 business days have passed since we confirmed approval of your refund, please contact help@steamandoak.co.uk.

8) Related policies

Shipping details are set out here:
https://www.steamandoak.co.uk/pages/shipping-policy-page

Our Terms of Service are here:
https://www.steamandoak.co.uk/policies/terms-of-service

9) Contact

Company Name: SGEcommerce Ltd
Trade Name: Steam & Oak
Company Number: 16994007
Registered Office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: help@steamandoak.co.uk
Phone: 03330 1515 33
Opening Hours: 9 AM – 5 PM, Monday to Friday