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 that can weigh the best part of 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 collecting goods of this size falls to you. We arrange the collection ourselves at cost rather than leaving you to find a haulier, and we cap what you pay against your order value, so you know the most it can ever be before you ever need it: up to £500 on orders to £3,000, up to £1,000 on orders from £3,000 to £9,000, and up to £2,000 above that.

There is no separate restocking fee. The collection cost above, capped and confirmed with you in advance, is the only charge that applies to a change-of-mind return.

Those are caps, not fixed charges. If the actual collection costs less, a smaller item going back by courier for example, we only deduct what it genuinely cost, and we confirm the figure with you before anything is booked.

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.

Check your delivery when it arrives and tell us within 48 hours if anything is faulty, damaged, or not what you ordered, so we can deal with it as a delivery issue rather than a later dispute. An email with your order number and a photo is all it takes.

We will confirm how we are putting it right, repair, replacement or refund, within 2 working days of hearing from you, and arrange free collection of the affected item at the same time.

Separately, under the Consumer Rights Act 2015, 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.

If we have already paid to begin work specific to a bespoke order, that cost cannot be recovered by cancelling afterwards. We tell you the amount, and the point at which it becomes non refundable, before you place the order.

Nothing else in our range is excluded.

If you are unhappy with how a return or refund has been handled, email us and say so. We would rather resolve it directly, and we aim to acknowledge complaints on the same working day.

If we cannot reach agreement between us, we will give you the details of a certified alternative dispute resolution provider covering our sector. Your statutory rights, including any right to take the matter further, are unaffected.