Returns & Refund Policy
Straightforward, fair, and fully compliant with UK consumer law.
At The Warm Living, we want you to be completely happy with your purchase. If something isn't right, we're here to help. This policy outlines your rights and our process — clearly and without jargon.
14-Day Returns
You have 14 calendar days from delivery to return most items. Items must be unused, in original packaging.
Statutory Rights Apply
Your rights under the UK Consumer Rights Act 2015 always apply. Our policy is in addition to, not instead of, these rights.
Condition Required
Returned items must be in the same condition as received. Items showing signs of use may be subject to a restocking deduction.
Returns Process Steps
1
Contact Us First
Email support@thewarmliving.com within 14 days of delivery. Include your order number and reason for return.
2
Authorisation
We will issue a Return Authorisation Number (RAN) within 2 working days. Do not return items without a RAN.
3
Return the Item
Pack the item securely in its original packaging. You are responsible for return postage costs unless the item is faulty or incorrectly sent.
4
Refund Processed
Once we receive and inspect the return, your refund will be processed within 5–10 working days to your original payment method.
Items That Cannot Be Returned
- Bespoke or custom-ordered saunas (made to your specification)
- Sauna heaters that have been installed
- Items that have been assembled or used
- Items returned without a valid Return Authorisation Number
- Perishable or hygiene-related accessories (sauna whisks, essential oils, etc.)
Received a Faulty or Damaged Item?
If your item arrived damaged or develops a fault within the warranty period, we will arrange a repair, replacement, or refund at no cost to you. Please report transit damage within 24 hours of delivery — always inspect packaging before signing.
Aligned with Our Supplier Standards
Our returns policy is aligned with the standards set by our manufacturer partners. Our primary sauna supplier Saunainter maintains a robust EU-compliant returns and warranty framework — our process mirrors these standards for UK customers.
All consumer statutory rights under UK law are always protected.
Frequently Asked Questions
If you change your mind, you cover return postage. If the item is faulty or wrong, we cover all costs.
Once we receive the return, up to 10 working days to your original payment method.
No — assembled or installed saunas cannot be returned unless they are faulty.
Report it within 24 hours with photos. We'll arrange a replacement at no cost to you.