Important: For customers purchasing timber cladding, bench boards and framing timber, and/or insulation boards, their attention is particularly drawn to section 2.1. No customer should proceed with purchasing these materials without having accepted these terms of purchase.

 

1. Damage Reporting

Any damages, shortages (missing items) or quality issues must be clearly written on delivery notes and the damages must be reported to Finnmark Limited within 24 hours of the delivery. No claims for damages or quality issues will be accepted if delivery notes are not signed for as damaged. 

Goods must be checked on delivery. Any quality issues, shortages in quantity or missing items must be written on delivery notes and reported to Finnmark Limited within 24 hours of delivery. No claims for quality issues, shortages or missing items will be accepted if delivery notes are not signed for as short.

Goods where damage is identified at the point of delivery can be refused by the customer and will be rerouted to us. On receipt of the goods, we can provide a refund or replacement.

Please note: Slightly different terms are used for timber cladding and bench boards as well as insulation. These are outlined below in 2.1. - 2.2.

2. Faulty Products

You will be required to undertake troubleshooting to establish the issue. You may be asked to provide photos and videos which will be required to diagnose the issues.

If your product develops a fault, this will likely be covered by the manufacturer's warranty. These differ from product to product and the warranty/guarantee information can be found in the relevant section on the product page. To discuss a manufacturers warranty claim, please contact our Customer Services team. They will require photo and video evidence to help submit your claim in order to resolve the issue. In some cases this may warrant a replacement part for repair or full exchange to replace the goods in accordance with the terms of the Consumer Rights Act 2015. This does not affect your statutory rights. The appropriate response will be established by our customer services team and their decision on the appropriate action is final.

Please note, on any of our sauna timber products, no manufacturer's warranty or guarantee is offered. The manufacturers do warrant the timber grading standards in line with the European or Canadian timber grading standards. For more information see below.

2.1. IMPORTANT: Timber & Insulation Wastage Allowances

 Please note, Timber products and Insulation boards do not follow standard damage or fault reporting outlined above. No manufacturer's warranty or guarantee is offered on any of our sauna timber products. The manufacturers do warrant the timber grading standards in line with the European or Canadian timber grading standards but when ordering you must consider over ordering to the wastage allowance recommendations. Insulation generally does carry a warranty but does not follow the standard damage reporting process.

 2.1.1. Timber Products

Timber cladding, benching and framing are sold on the understanding that the order meets the grading standards of each timber type. When purchasing sauna construction materials such as timber or insulation, the customer should include wastage allowance within their calculations to account for imperfections, minor damages, discoloration, knots, marks, warping, twisting, shakes, chips or dents. Some of the products have wastage allowance recommendations of up to 30% of the calculated project quantity. Any claims for imperfections or minor damages would need to exceed the recommended wastage allowance to be eligible for a credit. Credit will be offered on the value of the materials above and beyond the wastage allowance only. 

 For timber products we will not send out replacement packs but offer a credit on the materials that do not meet the standards. This credit does not include any shipping costs, only the value of the boards above and beyond the wastage allowance. To ensure you do not need to purchase additional materials with costly single pack shipments, you should order with the recommended wastage percentages for all materials. For patent issues such as damages, these must be reported within 24 hours of receipt in line with our standard damage reporting process. For latent defects such as twisting, warping, knots and shakes, we allow up to 14 days for these to be reported. 

 

2.1.2. Insulation

 For insulation boards such as Kingspan Sauna Satu or Finnfoam, minor knocks, marks or chips from the tongues and edges will not be eligible for damage claims as the installation of this product requires the joins to be foams with exact gap foam anyway and taped with aluminium foil tape to seal them. Only in the event of catastrophic damage above the outlined wastage allowance would a credit per board be issued.

 

Right to cancel online orders

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order, at any time up to 14 calendar days after the day on which you receive your delivery with the exception of any bespoke or made to order items, if unsure if the item is bespoke, please contact our sales team on:

The Customer must first contact us to let us know that you wish to cancel the order. 

In the event that the goods have been received before an order is cancelled the products must be returned to the point of dispatch at the customer's own cost and risk. 

The goods must not be unpacked and be sent back in the same condition as they were received. Once Finnmark Limited has been informed of the customer's intention to return products, the goods must be received at the point of dispatch within 7 days.

All items must be returned along with their original packaging and with sufficient protection to avoid damage occurring in transit. The customer is wholly responsible for the goods in transit and any damage. Goods must be sent by secure carrier and signed for.

In the event that the goods were sent directly from a supplier, the return must be made to the dispatch depot. All supplier fulfilled return charges, including re-stocking charges, handling charges and haulage charges must be paid in full by the customer. Each manufacturer has specific return policies, including non-return policies, which will apply to the customers’ orders.

If the customer believes an order or part of an order to be faulty, please do not return the item before contacting our sales team to explain the problem. With regards to a fault, no full or part refunds or replacements can be issued without first establishing with Finnmark Limited and the manufacturer that the fault lies with the product, in line with the Faulty Products section above.

 

Receiving your refund

We will issue all refunds using your original payment method. If you originally paid for a product by debit or credit card, a refund will be issued to the same card used for payment.

Things to note:

  • Unfortunately, we can’t return or exchange:
    • Made to measure goods
    • Bespoke fabricated goods
    • Design Services and Design Fees
    • Gift cards
    • Perishable items
    • Out of date products
    • Products that were marked as non-returnable when you bought them
    • Sale or Clearance Items
    • Shipping costs of items that have been collected/dispatched.

 

Once goods have been received by Finnmark Limited, it will be inspected to ensure no transit damage and check the goods are in a resalable condition, refunds will be processed within 7 days. Refunds on goods returned directly to manufacturers are subject to longer processing periods. Only once Finnmark Limited have received confirmation of the refund from the supplier the refund will be processed and any manufacturer's charges deducted.

Delivery fees and charges will not be refunded.

 

3. Returns & Right to cancel online orders

3.1. Right to cancel

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order, at any time up to 14 calendar days after the day on which you receive your delivery with the exception of any bespoke or made to order items, if unsure if the item is bespoke, please contact our sales team on: +44 (0) 20 8050 2895 or email support@finnmarksauna.com

The Customer must first contact us to let us know that you wish to cancel the order. 

In the event that the goods have been received before an order is cancelled the products must be returned to the point of dispatch at the customer's own cost and risk. 

3.2. Returns

Beyond your right to cancel, Finnmark Limited are happy to offer a 30 day returns policy for unwanted goods. This is 30 days from and inclusive of the day of receipt of the goods, until day 30 at midnight. You must inform us in writing via email to support@finnmarksauna.com by this date, of your wish to return the goods.

The goods must not be unpacked and be sent back in the same condition as they were received. Once Finnmark Limited has been informed of the customer's intention to return products, the goods must be received at the point of dispatch within 7 days. Please return your product with proof of purchase to Finnmark Returns, Unit 44 Enterprise City, Meadowfield Avenue, Spennymoor, DL16 6JF.

All items must be returned along with their original packaging and with sufficient protection to avoid damage occurring in transit. The customer is wholly responsible for the return goods in transit and any damage. Goods must be sent by secure carrier and signed for. The customer is liable for any loss or damage to the returned goods, and if the goods are damaged on arrival at Finnmark, no refund will be offered. You must therefore insure the goods are insured for their value with your chosen courier/haulier. If the goods arrive in an unsuitable condition such as damage or lack of original packaging or parts, no refund will be offered, you will be advised that your goods will be held for 14 days and will be welcomed to collect them, after which they will be disposed of.

In the event that the goods were sent directly from a supplier, the return must be made to the dispatch depot. All supplier fulfilled return charges, including restocking charges, handling charges and haulage charges must be paid in full by the customer. Each manufacturer has specific return policies, including non-return policies, which will apply to the customers’ orders.

If the customer believes an order or part of an order to be faulty, please do not return the item before contacting our sales team to explain the problem. With regards to a fault, no full or part refunds or replacements can be issued without first establishing with Finnmark Limited and the manufacturer that the fault lies with the product, in line with the Faulty Products section above.

3.3. Receiving your refund

We will issue all refunds using your original payment method. If you originally paid for a product by debit or credit card, a refund will be issued to the same card used for payment.

Once goods have been received by Finnmark Limited, it will be inspected to ensure no transit damage and check the goods are in a resalable condition, refunds will be processed within 7 days. Refunds on goods returned directly to manufacturers are subject to longer processing periods. Only once Finnmark Limited have received confirmation of the refund from the supplier the refund will be processed and any manufacturer's charges deducted.

Delivery fees and charges will not be refunded.

3.4. Processing of Refunds

Once received and the return successfully passes inspection your refund will appear in your account in 3-5 days.

Your refund can take up to 14 days to appear in your account.

Once received and the return successfully passes inspection your refund will appear in your account in 3-5 days.

Your refund can take up to 14 days to appear in your account.

 

3.5 Further Exclusions

Unfortunately, we can’t return or exchange:

  • Made to measure goods
  • Bespoke fabricated goods
  • Design Services and Design Fees
  • Gift cards
  • Perishable items
  • Out of date products
  • Products that were marked as non-returnable when you bought them
  • Sale or Clearance Items
  • Shipping costs of items that have been collected/dispatched.