Returns
Product Returns
SIA “vvwood”
PRODUCT RETURN POLICY
For the online store www.saunaroom.eu
Effective from 13 June 2026
This Product Return Policy explains how a buyer may return products purchased from the online store www.saunaroom.eu, including by exercising the statutory right of withdrawal or submitting a claim regarding a damaged, non-conforming, or incorrectly delivered product.
1. Circumstances in Which a Product May Be Returned
A product may be returned in the following circumstances:
a consumer exercises the right of withdrawal within 14 days;
the product is damaged or does not correspond to the order;
a different product has been delivered;
the delivered product is missing parts or accessories included in the order;
the buyer and SIA “vvwood” have individually agreed on an exchange or return.
2. Requesting a Return
To request a product return, the buyer must contact SIA “vvwood” by email at info@saunaroom.eu and provide:
the order number;
the name of the product;
the reason for the return;
the buyer’s name and contact details;
photographs of the product and its packaging, where possible.
Before sending the product back, the buyer must wait for confirmation from SIA “vvwood” and instructions regarding the appropriate return method.
3. Condition of the Returned Product
The returned product must be:
clean;
undamaged;
complete;
returned with all included accessories, where applicable;
securely packaged to prevent damage during transportation.
The consumer is responsible for any reduction in the value of the product resulting from handling or use beyond what is necessary to establish the product’s nature, characteristics, and functionality.
The absence of the original packaging does not, by itself, restrict the consumer’s right to return the product. However, the buyer must ensure that the product is packed safely and appropriately for transportation.
4. Custom-Made and Personalised Products
The right of withdrawal does not apply to products that are:
manufactured according to the buyer’s individual instructions;
manufactured according to dimensions, drawings, or sketches provided by the buyer;
clearly personalised;
manufactured for a specific sauna, spa, interior, or other individual project;
customised according to the buyer’s selected shape, dimensions, construction, combination of materials, or design.
Such products will not be accepted for return under the right of withdrawal where the applicable exception provided by law applies.
This restriction does not affect the buyer’s right to submit a claim if a custom-made product is damaged, does not correspond to the order, or does not comply with the agreed contractual terms.
5. Return Method and Address
The return method and return address must be agreed with SIA “vvwood” before the product is sent.
Return address:
Helēnas iela 33–3
Alūksne, LV-4301
Latvia
Products must not be sent using cash on delivery or any similar payment-on-receipt service unless this has been agreed in writing with SIA “vvwood” in advance.
The return of oversized, heavy, or fragile products, including juniper panels and other sauna interior elements, may require an individually arranged transportation solution.
6. Return Costs
Where a product is returned through the exercise of the right of withdrawal, the consumer bears the direct costs of returning the product unless SIA “vvwood” has agreed in writing to cover those costs or otherwise stated in the online store.
Where a product is damaged, incorrectly delivered, or does not conform to the contract due to circumstances attributable to SIA “vvwood”, the return procedure and the allocation of return costs will be handled in accordance with applicable law.
Where the buyer chooses a return method that is more expensive than the method offered or approved by SIA “vvwood”, the buyer may be responsible for the additional costs.
7. Refunds
Refunds are issued in accordance with the rules governing the right of withdrawal or after a claim regarding a non-conforming product has been reviewed.
Where the right of withdrawal is exercised, SIA “vvwood” will refund the payments received from the consumer within the time limit and according to the procedure established by applicable law.
SIA “vvwood” may withhold the refund until:
the returned product has been received; or
the buyer has provided evidence that the product has been sent back,
whichever occurs first.
Unless otherwise agreed, the refund will normally be made using the same payment method used by the buyer for the original transaction.
8. Damaged or Non-Conforming Products
If the buyer receives a damaged, incorrectly delivered, or non-conforming product, the buyer should notify SIA “vvwood” as soon as possible by emailing info@saunaroom.eu.
The notification should include:
the order number;
a description of the issue;
photographs of the damaged or non-conforming product;
photographs of the packaging, particularly where the damage may have occurred during delivery;
the buyer’s contact details.
SIA “vvwood” will review the submitted information and offer a solution in accordance with applicable law, which may include:
repair of the product;
replacement of the product;
a reduction in the purchase price;
a refund;
another solution agreed with the buyer.
The buyer must retain the damaged product and its packaging until the claim has been reviewed or further instructions have been received from SIA “vvwood”.
9. Contact Information
For questions concerning product returns, the right of withdrawal, or non-conforming products, please contact:
SIA “vvwood”
Email: info@saunaroom.eu
Online store: www.saunaroom.eu