Refund and Returns Policy

Your Satisfaction Matters – We Stand Behind Every Heat Tranquil Product

At Heat Tranquil, we want you to love your sauna and accessories. We carefully select and ship premium items to bring true relaxation to your home. Below is our clear policy on returns, refunds, and warranties — designed to be fair for you and compliant with EU consumer laws (and similar UK protections).

1. Right of Withdrawal (Cooling-Off Period) – EU & UK Customers

Under EU consumer rights (and equivalent UK rules for distance sales), you have 14 calendar days from the day you (or someone you nominate) receive your order to change your mind and withdraw from the purchase — no reason needed.

  • To exercise this right, notify us in writing within 14 days (e.g., email to heattranquil@gmail.com with your order number, name, and clear statement of withdrawal).
  • You then have another 14 days to return the goods to us.
  • What we refund: Full product price + any standard delivery costs (though all our shipping is free, so typically just the product price).
  • Refunds issued: Within 14 days of receiving your returned goods (or proof of return shipment, whichever comes first) — back to your original payment method.

Important for Returns Under Cooling-Off Period

  • Goods must be unused, in original packaging, complete with all accessories/manuals, and in resalable condition.
  • You pay return shipping costs — especially important for large/bulky items like saunas or heaters (freight return can be expensive; we recommend getting quotes from carriers like DHL/UPS). We can assist with return labels or advice if needed.
  • For hygiene/safety reasons: Unsealed essential oils, opened personal accessories, or items with direct body contact cannot be returned if used.
  • Exceptions – No Right of Withdrawal Applies To:
    • Custom-made or personalised products (e.g., saunas built/modified to your exact specifications).
    • Goods that are clearly personalised or made to order.
    • Any item damaged due to customer misuse after delivery.

2. Faulty, Damaged, or Not-as-Described Items (Legal Guarantee)

All our products come with the EU-mandated 2-year legal guarantee (starting from delivery date) against manufacturing defects or non-conformity. UK customers have similar statutory rights.

  • If your item arrives damaged, is faulty, or doesn’t match the description: Contact us immediately at heattranquil@gmail.com with photos, order details, and description of the issue (within reasonable time — ideally within 14–30 days for visible damage).
  • We’ll arrange repair, replacement, or full refund (including return shipping costs if we arrange collection) — at no extra cost to you.
  • For large items: We may coordinate pickup/inspection via freight carrier.
  • After the initial 14-day period, we handle claims under warranty (repair/replace first; refund if not possible).

3. Process for Returns

  1. Email heattranquil@gmail.com with your order number and reason (cooling-off or faulty).
  2. Await our confirmation and return instructions (we’ll provide address in Tirana, Albania, and any needed docs).
  3. Pack securely in original packaging (or equivalent safe packaging for freight).
  4. Ship back (trackable method recommended).
  5. Once received and inspected (usually 3–7 days), we process your refund.

4. Additional Notes

  • Non-Refundable Items: Custom saunas/products, used/opened hygiene items (e.g., unsealed oils), or items damaged by customer after delivery.
  • Inspection & Restocking: For voluntary (non-faulty) large-item returns, we may apply a reasonable restocking/inspection fee (up to 15–25% if repackaging/handling costs are high) — we’ll confirm upfront.
  • Proof of Purchase: Keep your order confirmation/email — required for all claims.
  • Warranty Beyond 2 Years: Some products have extended manufacturer warranties — check product page or ask us.

We’re here to make this easy. Questions about a return or issue? Email heattranquil@gmail.com — we respond quickly (within 24 hours most days) and will guide you personally.

Thank you for trusting Heat Tranquil with your wellness journey. We’re committed to your complete satisfaction.

(Short tagline for banners/sections: “Peace of Mind Included – Fair Returns & Strong Guarantees”)

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