Returns & Cancellations Policy

At EIRA Therapy, we strive to provide high-quality products, but we understand that there might be situations where you need to return or exchange your purchase. Our returns policy applies under the following conditions:

Eligibility for Returns Once the Product Has Been Delivered

• The product must be unused, in its original condition, and in the original packaging.
• The return must be initiated within 7 days of delivery for saunas and ice baths that were not ‘made-to-order’, and within 14 days for other items, such as drying robes.
• Saunas that are ‘made-to-order’ are not eligible for refunds, as they are classified as bespoke products tailored to the customer’s specifications.
• For unused ice baths, a collection fee of £299 plus £1.50 per mile will be charged for returns due to a change of mind.
• For saunas held in stock and not ‘made-to-order’, a collection fee of £599 plus £1.50 per mile will apply, provided the sauna has not been removed from its original packaging. A restocking fee of £601 will also be applied to cover administrative and labour costs associated with restocking the product.

Non-Refundable Deposits

• For ‘made-to-order’ items, including custom-built saunas, all deposits are non-refundable. This is due to the specific nature of these products, which are manufactured specifically for the customer and not typically held in stock.
• For items held in stock and not classified as ‘made-to-order,’ deposits are refundable, less any associated fees such as restocking and collection fees, as applicable.

Faulty Goods & Repairs

If you encounter a problem with a product that you believe is faulty, our process includes:

• Response Timeline: We aim to respond to warranty issues within 7 days of notice.
• Resolution Timeline: Our goal is to resolve warranty issues within 2 weeks of diagnosing the fault. If parts are required that are not held in stock, the repair may be delayed until the necessary parts are received.
• If a repair is not possible or effective, we will consider replacing the product or offering a refund, depending on the situation and availability.
• For ice baths, if there is damage upon arrival, we will inspect and handle repairs first. If the issue persists and cannot be resolved through repair, we will proceed with a replacement.

Return Process

To initiate a return, please contact us by either emailing [email protected] or filling out a contact form on our website and provide the following details:

• Full name and order number
• Reason for the return or exchange
• Proof of purchase

Once we receive your request, we will arrange a suitable time for collection for ice baths and saunas or advise on how to send back smaller items like drying robes and accessories.

Conditions for Saunas & Ice Baths

• Sauna Installation: Saunas must be installed on a hard, flat, and level surface. If our engineers arrive and the base does not meet the required specifications (such as a 5-inch concrete slab), the installation may be delayed or cancelled. In such cases, a re-delivery fee of £1,200 + £1.50 per mile will apply, along with any hotel costs if needed.
• Customer Responsibility for Planning Permission: It is the customer’s responsibility to determine whether planning permission is required for the installation of the sauna at their property. Refunds or cancellations due to planning issues will not be accepted.
• If an electrical supply has not been installed prior to delivery and the installation is delayed as a result, a fee of £150 + £1.50 per mile (plus potential hotel costs) will be charged to return and complete the connection.
• Exchanges and Cancellations: If you need to cancel or rearrange your delivery within 7 days of the agreed date, or if we must re-arrange due to customer error, a re-delivery fee of £1,200 for saunas and £299 for ice baths will be charged.

Drying Robes & Accessories

• Drying robes are eligible for return within 14 days, provided they are unused, unworn, and still in their original packaging.
• Accessories, such as filters, must also be unopened and unused for a return to be accepted.
• Chemicals: Chemicals are non-refundable as they do not come with a security seal and are therefore non-returnable for hygiene reasons.

Refund Process

Once your return is received and inspected, we will notify you of the outcome and process any refunds accordingly. Refunds will be applied via the original payment method.

Shipping Costs for Returns

• For ice baths and saunas, collection will be arranged by our team, and fees will apply as noted above.
• For smaller items, such as drying robes and accessories, the customer is responsible for the cost of returning the item to us. We recommend using a tracked and insured delivery service to avoid any potential issues.

Additional Notes

• Limitation to Warranty Collections: To be eligible for a refund on large items (such as saunas and ice baths), all collections must be carried out either by EIRA Therapy or Concept Spa.
• Definitions:
  • ‘Made-to-order’ items are products ordered outside of those we hold in stock. These items are typically bespoke, customised for the customer, and not standard stock products. As such, these items are non-refundable.
  • ‘Unused’ means the product remains in brand-new condition with no signs of wear or installation attempts.

This policy complies with the UK Consumer Rights Act 2015, ensuring transparency and fairness in all transactions. EIRA Therapy Ltd. is not liable for any incidental or consequential damages resulting from delays in delivery, additional re-delivery fees, or installation cancellations.