Return, cancellation and refund policy

This policy sets out your rights when you buy from Tarnfell. Nothing in it reduces your statutory rights under UK consumer law. Our full company and contact details appear in the footer of every page of this website.

1. Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an order for any reason, without giving a reason, within 14 days of the day you, or someone you nominate, takes physical possession of the goods. Where an order is delivered in parts, that period runs from delivery of the last part.

To cancel, tell us clearly before that period ends. An email to hello@tarnfell.com is best because it gives us both a record. You may use the model cancellation form set out below, but you are not obliged to.

Once you have told us you are cancelling, you have a further 14 days to return the goods.

2. Refunds

We will refund all payments received from you, including the standard cost of delivery, without undue delay and in any event within 14 days of the day we receive the goods back, or the day you supply evidence that you have sent them, whichever is earlier.

Where you chose a delivery service more expensive than our standard option, we refund the standard cost rather than the enhanced one.

Refunds are made to the original payment method. There is no fee for this.

3. Condition of returned goods

You are entitled to examine goods as you would in a shop. Unpacking, inspecting and assembling a sauna to look at it is fine. Firing the stove for a fortnight is not. If you handle goods beyond what is necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect any diminished value. If we ever propose such a deduction we will explain what it is for and what it is based on before we make it.

4. Return collection and handling charge

Where you cancel because you have changed your mind, the cost of collecting the goods is yours. We arrange that collection ourselves, rather than leaving you to find a haulier, and we cap it against your order value so you know the most it can ever be before you ever need it.

• Orders up to £3,000: capped at £500
• Orders from £3,000 to £9,000: capped at £1,000
• Orders above £9,000: capped at £2,000

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.

These are caps, not fixed charges. If the actual cost of collecting your item is lower, for example a smaller item going back by courier, we only deduct what it genuinely cost. We confirm the figure with you before collection is booked, once you have told us you would like to cancel.

Where goods are faulty, damaged in transit, not as described, or not what you ordered, we collect them at our expense in full, and none of the above applies.

5. A practical request

This equipment typically weighs between 300kg and one tonne, and a collection has to be planned in the same way the delivery was. Please contact us before dismantling anything, so that the collection can be arranged properly. This is a request rather than a condition, and it does not affect your right to cancel.

6. Faulty, damaged or misdescribed goods

Check your delivery when it arrives and let us know 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. Email hello@tarnfell.com with your order number and photos where you can.

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 of delivery you may reject them and receive a full refund;
• within 6 months you may require a repair or replacement, and if that is unsuccessful, a refund which may be reduced to reflect your use of the goods;
• for up to 6 years in England, Wales and Northern Ireland, or 5 years in Scotland, you may still have a claim, although after the first six months it is for you to show that the fault was present at delivery.

These rights sit alongside any manufacturer warranty, which is in addition to them and never instead of them.

7. Exceptions for bespoke and made to order items

The 14 day cancellation right does not apply to goods made to your specification or clearly personalised, for example a cabin built to non standard dimensions or a bespoke finish. Where an item is bespoke we state this clearly on the product page and again at the point of order.

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

8. Model cancellation form

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

• Ordered on / received on:
• Order number:
• Goods:
• Name of consumer:
• Address of consumer:
• Date:

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

9. Complaints and disputes

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.