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This policy applies to purchases made from Sauna Logs through our online store.
If you are a consumer buying online, you have the right to cancel most online purchases within 14 days of receiving the goods. You must notify us within this 14-day period if you wish to cancel your order.
After notifying us, goods must be returned to us within 14 days. Returned goods must be unused, in their original condition, and suitable for resale.
Because our products are heavy, bulky firewood crates, customers are responsible for the cost and practical arrangement of returning goods unless the goods are faulty, damaged, or incorrectly supplied.
Once we receive the returned goods and confirm they are unused and in resaleable condition, we will process the refund using the original payment method.
Refunds will be processed within 14 days of cancellation or once we have received the returned goods, whichever is later, where permitted by law.
Original standard delivery charges will be refunded where required by applicable consumer law. Additional delivery services, special delivery requests, or return collection costs are not refundable unless the goods are faulty, damaged, or incorrectly supplied.
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible with your order number and photos of the issue.
Where goods are faulty, damaged, or incorrectly supplied, we will arrange an appropriate remedy, which may include replacement, collection, refund, or partial refund depending on the issue.
Sauna Logs primarily supplies commercial sauna operators, hospitality venues, retreats, and other business customers. For business purchases, returns are accepted only where goods are faulty, damaged, incorrectly supplied, or where we have agreed a return in writing.
If you need to change or cancel an order before dispatch, please contact us as soon as possible. Once an order has been loaded, dispatched, or scheduled for delivery, cancellation may not always be possible.
To request a return, cancellation, or refund, contact us using the details listed on our Contact page or in your order confirmation email.
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Very professional customer service provided by Sauna Logs. Wouldn't go or recommend anywhere else! Product is amazing!
Top people involved here, best in the country and best service around. Wouldn't go anywhere else!
We've been using Sauna Logs for our sauna business and they've been excellent to deal with. The birch logs are consistently dry, clean-burning and easy to store, which makes a big difference when you're running saunas day in, day out.