Legal
Returns & Cancellation Policy
Last updated: 4 August 2026
Important Notice — Made-to-Order Products
All Gravity Wellness saunas are handcrafted to order from sustainably sourced Canadian hemlock. Because each sauna begins production shortly after your order is placed, please read this policy carefully before purchasing. Your statutory rights under the Consumer Rights Act 2015 are fully protected at all times.
1. Cancellation Within 3 Days — Full Refund
You may cancel your order within 3 calendar days of placing it for a full refund with no deduction.
To cancel within this window:
- Email health@gravitywellness.co.uk with your order number and “Cancellation Request” in the subject line
- We will confirm cancellation within 1 business day
- Your full payment will be refunded within 5–10 business days to your original payment method
Note on Consumer Contracts Regulations 2013: Because our saunas are made to order (bespoke goods), the standard 14-day cooling-off period does not apply under Regulation 28(1)(b). Our 3-day cancellation window is a goodwill policy that goes beyond our legal obligations.
2. Cancellation After 3 Days — Partial Refund Only
After 3 calendar days, production of your sauna will have begun and we will have committed to and acquired the raw materials specific to your order. In this case we are unable to offer a full refund.
Within 3 Days
Full Refund
No deduction. Refunded to your original payment method within 5–10 business days.
After 3 Days
Partial Refund Only
Amount varies by production stage. Confirmed in writing before you are asked to accept it.
What we can offer: We will issue a partial refund calculated by deducting the cost of materials already acquired and any labour already completed at the point of your cancellation request.
How the partial refund is calculated:
These are indicative ranges — your exact refund will be confirmed in writing before you are asked to accept it. You are under no obligation to accept a partial refund and may choose to proceed with delivery instead.
To request a late cancellation: Email health@gravitywellness.co.uk with your order number. We will assess the production stage and provide a written partial refund offer within 3 business days.
3. Faulty or Damaged on Arrival
Your statutory rights under the Consumer Rights Act 2015 are fully protected. If your sauna arrives damaged or is not as described:
- Contact us within 48 hours of delivery at health@gravitywellness.co.uk
- Include your order number and photographs clearly showing the damage or fault
- We will arrange collection and either repair, replacement of the affected components, or a full refund — at our cost and entirely at your discretion
We do not charge for collection of faulty goods under any circumstances.
4. 12-Month Warranty — Repair and Parts
All Gravity Wellness saunas are covered by a 12-month warranty from the date of delivery against manufacturing defects and component failure under normal use.
What the warranty covers:
- Structural defects in the timber construction
- Heating element failure
- Control panel or electrical component failure
- Any component that fails under normal intended use
What the warranty does not cover:
- Damage caused by misuse, modification, or failure to follow the assembly and care instructions
- Normal wear and tear
- Cosmetic damage that does not affect function
- Damage caused by outdoor weather exposure on models not specified for outdoor use
How warranty claims work: We repair or replace the faulty component — we do not offer whole-unit exchanges. In most cases our team will dispatch a replacement part with fitting instructions, or arrange a visit from a qualified technician where the repair cannot reasonably be completed by the customer.
To make a warranty claim, email health@gravitywellness.co.uk with:
- Your order number (format: GW-YYYY-XXXX)
- A description of the fault
- Photographs or video showing the issue
We will respond within 2 business days with a resolution plan.
5. Contact Us
For any returns, cancellation, or warranty query:
Email: health@gravitywellness.co.uk
Website: gravitywellness.co.uk
York House Group (Company No. 15903905) trading as Gravity Wellness
Meadow House, Long Bennington Business Park, Newark, NG23 5JR