Fourteen days to change your mind, in full.

You may cancel an order for any reason, without giving a reason, within fourteen days of the day you or someone you nominate receives the goods. You then have a further fourteen days from telling us to return them.

To cancel, email us and say so. A phone call works too, but an email gives us both a record. You can use the model cancellation form below if you prefer, though you are not obliged to.

We refund everything you paid, including the standard delivery cost, within fourteen days of receiving the goods back, or of you proving you have sent them, whichever happens first. Refunds go to the original payment method.

This is equipment weighing between three hundred kilos and a tonne. A collection has to be arranged properly, with the right vehicle and the right access, exactly as the delivery was.

So please tell us you are cancelling before you take anything apart. A cabin left half dismantled in a wet garden is worse for you than for us, and a collection booked around a plan is far easier than one improvised around a pile of panels.

This is a request, not a condition. It does not affect your right to cancel.

You are entitled to examine goods as you would in a shop. If you handle them beyond what is necessary to establish their nature, characteristics and functioning, the law allows us to reduce your refund to reflect any diminished value.

In practice: unpacking, inspecting and assembling a sauna to look at it is fine. Firing the stove for a fortnight is not. If we ever propose a deduction we will explain exactly what it is for and what it is based on, before we make it.

For a change of mind cancellation, the cost of returning goods of this size falls to you, and it is not trivial. We will always tell you the actual figure before you commit rather than after, and we will arrange the collection ourselves at cost rather than leaving you to find a haulier.

If the item is faulty, damaged, not as described, or not what you ordered, none of that applies. We collect it at our cost and put it right.

Goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• Within 30 days you can reject them and get a full refund.
• Within 6 months you can ask for a repair or replacement. If that fails, a refund, which may be reduced to reflect use.
• Up to 6 years in England and Wales, or 5 in Scotland, you may still have a claim, though after six months it is for you to show the fault was there from the start.

Alongside this you have the manufacturer's warranty, which often runs longer. We handle either route for you rather than passing you to a factory.

To Tarnfell: I hereby give notice that I cancel my contract of sale of the following goods.

• Ordered on / received on: date
• Order number: number
• Goods: description
• Name: your name
• Address: your address
• Date: today

Send it to the email address in the footer of this page. We will acknowledge it the same working day.

The cancellation right does not apply to goods made to your personal specification or clearly personalised, such as a cabin built to non standard dimensions or a bespoke finish. Where an item is bespoke we say so clearly on the product page and again at the point of order, so it is never a surprise.

Nothing else in our range is excluded.