Refund policy

Changed your mind? You have 60 days from delivery to return it, as long as it's not built and it's in its original packaging. A Nova or Eclipse sauna can come back even once it's built, and it doesn't need its original packaging. Up to 14 days after delivery, the law lets you cancel even if it's built or unpacked. Returns are free up to 14 days after delivery. From day 15, big items have a restocking fee (10%, or 15% on Sauna Cubes).

AT A GLANCE

  • Before delivery, or up to 14 days after it: Cancel for any reason. It's your legal right, even if it's built or unpacked. Returns are free.
  • 15 to 60 days after delivery: Our 60-day promise, if it's not built and it's in its original packaging. A Nova or Eclipse can come back even once it's built, without its original packaging.
  • A Nova, Eclipse, Sauna Cube or Polar Cove sauna, a hot tub or a wooden ice bath: We collect it. Up to 14 days after delivery: free. 15 to 60 days: a 10% restocking fee (15% on Sauna Cubes), including collection.
  • An inflatable ice bath, the portable steam sauna, a chiller or an accessory: Free returns up to 14 days after delivery. After that, free return postage on UK orders of ¬£150 or more. No restocking fee.
  • Built, by you or by us: A Nova or Eclipse sauna: our 60-day promise still applies. Anything else: your legal 14 days apply, not our 60-day promise.
  • Faulty, damaged or not as described: Your legal rights apply: we put it right or refund you, at no cost. No packaging needed.
  • Waiting for a refund: We refund the way you paid, within 14 days (see Refunds).

OUR 60-DAY RETURNS PROMISE

Change your mind up to 60 days after delivery and we'll refund you, if it's not built and it's in its original packaging (the box, crate or wrapping it came in), with all its parts. "Built" means put together, installed or set up in place, by you or our team. The exceptions are the Nova and Eclipse saunas: they can come back within 60 days even once they're built, and they don't need their original packaging.

  • We count from the day after delivery (the last delivery, if your order comes in parts), like the legal 14 days. Delivered on 1 June? Your legal 14 days end on 15 June, and our 60 days on 31 July.
  • Used it? That's fine, if it's complete, undamaged and back in its original packaging. Setting up a small item to use it, like blowing up an inflatable ice bath, doesn't count as building it.
  • Bought a bundle? Each item follows its own rules. Return one item and we refund its share of the bundle price, based on each item's normal price.
  • Got a free gift with it? If it's something physical, send it back with the item it came with.
  • Return it, or have it ready for us to collect, within 14 days of telling us.
  • It's on top of your legal right to cancel, not instead of it.

YOUR LEGAL RIGHT TO CANCEL (14 DAYS)

Under the Consumer Contracts Regulations 2013, you can cancel an order made online, by phone or by message, for any reason. You have from the day you order until 14 days after delivery (the last delivery, if your order comes in parts).

  • No reason or original packaging needed. You can unpack it, check it and use it.
  • Tell us before the 14 days end. Then send it back within 14 days of telling us. We collect big items.
  • No restocking fee, and returns are free (except collection from Scotland, Northern Ireland and Ireland: see Big items).

BIG ITEMS

Nova, Eclipse, Sauna Cube and Polar Cove saunas, Ember and Royal hot tubs, and Cyclone, Summit and Polar Plunge Cedar ice baths. Our own team collects them.

  • Up to 14 days after delivery: Free. We collect it at no cost to you. From Scotland, Northern Ireland and Ireland, collection costs 10% of what you paid for the item.
  • 15 to 60 days after delivery: A 10% restocking fee, including collection. On a Sauna Cube, it's 15%.
  • A Nova or Eclipse sauna, even once built: our 60-day promise still applies, and it doesn't need its original packaging. We take it down and collect it: free up to 14 days after delivery, or the 10% restocking fee from 15 to 60 days. The Nova Build Package isn't refunded once we've built it.
  • Anything else that's built, by you or by us: your legal 14 days apply, not our 60-day promise. We take it down and collect it free. If we built it, what you paid for the build isn't refunded once the work is done. If you ask us to build it within your 14 days, you agree to pay for the build even if you then cancel.
  • Cancel a build before we do it (the Nova Build Package, or installing a wooden ice bath, Sauna Cube or Polar Cove), and we refund it in full.
  • Ember and Royal: if we set your hot tub up on delivery, it counts as built, so it has the legal 14 days, not our 60-day promise.

SMALL ITEMS

Inflatable ice baths, the portable steam sauna, chillers and accessories.

  • Up to 14 days after delivery: return postage is free on any UK order.
  • 15 to 60 days, UK orders of ¬£150 or more (order total): return postage is free.
  • 15 to 60 days, UK orders under ¬£150: you pay the return postage. Keep your proof of postage.
  • Outside the UK, including Ireland: you pay the return cost.
  • No restocking fee.

HOW TO START A RETURN

  1. Email support@polar-recovery.com with your name, order number and what you're returning. To cancel, any clear message works, however you send it. Or copy the short form below.
  2. We'll reply with the next steps: how to post a small item back, or a day to collect a big one.
  3. Pack it safely. Any packaging is fine up to 14 days after delivery. From 15 to 60 days, use its original packaging.

Support hours: Monday to Friday, 8:30am to 5:30pm.

REFUNDS

  • What: what you paid for the item, less any restocking fee or collection charge (big items only). Installation isn't refunded once it's built, and delivery isn't refunded on returns 15 to 60 days after delivery. If you cancel before delivery or up to 14 days after it, we refund standard delivery, as the law requires.
  • When: within 14 days of you telling us, if it hasn't left us yet, or if you cancel in the legal 14 days and we collect it. Otherwise, within 14 days of the item reaching us, or of your proof of postage if that's sooner.
  • How: the way you paid, with no fee.
  • Digital Beginners Guide: if you paid for it, ask within 14 days of buying for a full refund.
  • Finance: paid with Klarna, Payl8r or another finance plan? We refund the provider and tell them you've cancelled. They close or adjust your plan, and refund anything you've overpaid.

FAULTY, DAMAGED OR NOT AS DESCRIBED

You don't need the packaging, there are no fees, and we pay the costs.

  • To report a fault, email support@polar-recovery.com with your order number and photos. Don't use damaged parts.
  • Under the Consumer Rights Act 2015, what we sell must be as described, of satisfactory quality and fit for purpose. If it isn't, you can reject it for a full refund within 30 days of delivery, or of us telling you the build is finished.
  • You can also ask us to repair or replace it, or to put right a build we didn't do properly, at no cost, including after 30 days. If that's not possible, takes too long or doesn't fix it, you can ask for a price reduction or a refund (in full, in the first 6 months).

SALE AND BLACK FRIDAY ORDERS

Same rules as full-price orders, including our 60-day promise.

ORDERS FROM AMAZON, B&Q AND OTHER MARKETPLACES

We can't accept returns of orders placed on Amazon, B&Q (diy.com) or any other marketplace. Please return it through the marketplace you bought it from. Their returns rules apply, and your legal rights stay the same.

RETURN REQUEST

Copy this into an email to support@polar-recovery.com and fill it in. That's all you need to do.

Hi Polar Recovery, I'd like to return my order.
Name:
Order number:
What I'm returning:
Collection address (big items only):