Refund policy

Returns, Cancellations and Refunds

Cold Hut Recovery Ltd · VAT Registration 482000627

Last updated: 7 August 2026

The short version

Situation What happens
Item arrives damaged, faulty or incorrect We repair, replace or refund. You pay nothing.
You change your mind (consumer, bought online) 14 days from delivery to cancel. You pay collection costs.
You change your mind after installation You pay for the installation already carried out, plus collection.
Made-to-order or customised items No change-of-mind cancellation right.
Business purchases No change-of-mind cancellation right.

1. Faulty, damaged or incorrect items

Your rights under the Consumer Rights Act 2015 always apply and nothing in this policy limits them.

  • Within 30 days of delivery you may reject a faulty item for a full refund.
  • After 30 days we will repair or replace it. If that is not possible or does not resolve the fault, you may be entitled to a refund or price reduction.
  • Damage in transit must be reported to us within 48 hours of delivery. Please photograph the packaging and the item before and after unpacking wherever you can.

Collection and return of faulty items is arranged and paid for by us.

Report a fault to support@coldhutrecovery.com with your order number and photographs.

2. Changing your mind

If you are a consumer and bought from us online or over the phone, you have the right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

  • The cancellation period ends 14 days after the day the goods are delivered to you.
  • Where an order is delivered in more than one part, the period runs from the day the last part is delivered.
  • You do not need to give a reason.

How to cancel

Tell us in writing before the 14 days is up. Email support@coldhutrecovery.com, or use the cancellation form at the end of this policy. A clear statement that you wish to cancel is enough. Simply refusing delivery or not making contact is not.

Returning the goods

You must make the goods available for collection within 14 days of telling us you wish to cancel.

Our products cannot be returned by post. We will arrange collection using a specialist carrier.

You are responsible for the cost of collection. Typical cost is £350 to £750 depending on your location, item size and access. For remote areas, Scottish highlands and islands, the cost may be higher. We will confirm the exact figure in writing before collection is booked.

Until the goods are collected you must take reasonable care of them and keep them protected from the weather.

Deductions from your refund

You are entitled to handle the goods only as much as you would in a shop. If the value of the goods is reduced because you have gone beyond that, we may deduct the loss in value from your refund.

For our products this includes, but is not limited to:

  • Heating a sauna or filling a plunge with water
  • Weathering, staining, scratching or marking to timber or panels
  • Removal of protective wrapping and packaging where the item cannot be safely returned as a result
  • Any modification, drilling or fixing to the unit

A sauna or plunge that has been used is unlikely to be resaleable as new, and the deduction may be substantial.

3. Installation

Installation is a service, and is treated separately from the goods.

If you ask us to begin installation inside the 14-day cancellation period, you are making an express request for the service to start early. We will ask you to confirm this in writing at the point of booking.

If you then cancel:

  • You must pay for the installation work already carried out, in proportion to what has been done.
  • If installation is complete, the full installation charge is payable.
  • Removal of an installed unit is charged separately and is your responsibility.

If you would prefer not to pay for installation in the event of cancellation, wait until the 14 days has passed before booking your installation date.

4. Items we cannot accept back on a change of mind

The cancellation right does not apply to goods made to your specification or clearly personalised. This includes bespoke sizes, custom timber finishes, non-standard glazing and any unit built to your own drawings.

Where this applies to your order we will tell you clearly in writing before you pay.

5. Business customers

The 14-day cancellation right applies to consumers only. Where you are buying for the purposes of a business, including gyms, studios, clinics, holiday lets and hospitality, it does not apply.

Business purchases are covered by our separate trade terms. Your statutory rights in relation to faulty goods are unaffected.

6. Refunds

  • Where you cancel and return goods, we refund within 14 days of receiving the goods back, or from the date you provide evidence of return, whichever is sooner.
  • Where goods have not been delivered, we refund within 14 days of you telling us you wish to cancel.
  • Refunds go back to the original payment method. Klarna and other finance agreements are settled directly with the provider.
  • Standard delivery is refunded. Where you chose an upgraded or expedited delivery, we refund the standard rate only.

7. Preparation requirements

Our units require a suitable prepared base and, in most cases, a dedicated electrical supply installed by a qualified electrician. We confirm the requirements for your unit in writing before you order and carry out a pre-delivery site check with you.

If installation cannot be completed because the site is not ready as agreed, a re-visit charge applies. This is not a fault with the goods and does not give rise to a refund.

8. Contact

Cold Hut Recovery Ltd support@coldhutrecovery.com

Please include your order number in all correspondence.

Model cancellation form

Complete and return this form only if you wish to cancel your order.

To: Cold Hut Recovery Ltd, support@coldhutrecovery.com

I hereby give notice that I cancel my contract of sale for the following goods:

  • Order number:
  • Description of goods:
  • Ordered on / received on:
  • Name:
  • Address:
  • Signature (only if sending by post):
  • Date:

This policy is provided for information and does not affect your statutory rights. It has been prepared for Cold Hut Recovery Ltd and should be reviewed by a qualified solicitor before publication.