In the event of shipping damage, we will as soon as possible, replace or fix the damage.
A. Goods Received with Visible Loss or Damage
If you can see there is visible damage or loss upon receipt of your order, please ensure this is noted on the delivery receipt and ensure the carrier’s driver signs it also. Please notify Sun Stream Saunas within 3 business days. Please also save all packaging for all boxes received.
B. Unseen Loss or Damage
Your shipment will in most cases consist of two to three large individual boxes per sauna ordered. Our carrier will unload this and deliver this to your door on a pallet. In most cases a driver will not wait around while you open your boxes. Received boxes should be opened and inspected within 5 days of receipt. If damage or loss was not evident until you opened the package, please contacts us immediately and take photos of the damage. Please also save all packaging for all boxes received.
C. Refusing a Freight Shipment & Freight Carrier Fees
If the shipment is damaged and unusable, it may be necessary and more efficient to refuse the order/delivery. Call us please before refusing any shipment. If no one answers our phone, please refuse delivery.
Full refunds including all shipping costs will be available for all goods with major faults/defects in accordance with the Consumer Rights Directive.
If a purchase order is cancelled prior to dispatch a full refund can be made. Once products are shipped, cancellations are treated as returns as described below.
Consumers have 14 days from the date of receiving the goods to cancel their order. After notifying the merchant, they have an additional 14 days to ship the items back. The goods will need to be returned fully packaged and in new or like new condition to be entitled to a full refund. Note, goods need to be returned palletised or via a “white glove service” where the boxes are handled carefully, otherwsie the likelyhood of damage is high. Please contact us to arrange return delivery.
Once returns are received, we will inspect to ensure goods are in new or like new condition. If they are, we will refund the purchase price less the return freight cost.
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