Returns & Cancellation

This page sets out your rights and our process for returns and cancellations. We have written it to be clear rather than protective. A customer reading this before making a significant purchase should understand exactly where they stand.

Your Right of Withdrawal

Under the EU Consumer Rights Directive, you have the right to withdraw from a distance sale within 14 days of receiving your goods, without giving a reason. The 14-day period begins on the day you, or a third party acting on your behalf, take physical possession of the goods. To exercise this right, you must notify us in writing — by email to info@veldorahaven.com — before the 14-day period expires.

Products Made or Configured to Your Specification

The right of withdrawal does not apply to goods that have been made to the consumer's specification or clearly personalised. The following categories of product we sell are or may be subject to this exemption:

• Saunas ordered with specific dimensions, finish selections, window configurations or heater specifications that differ from a standard stock model
• Outdoor kitchen islands configured with specific appliance combinations or countertop materials
• Pergolas configured to a specified dimension that is not a standard stock size
• Any product for which a custom specification was confirmed in writing before manufacture began

Where we believe the exemption applies to your order, we will confirm this in writing at the time of order and before we accept payment. We will not invoke this exemption on a product that was delivered to you in a standard stock configuration.

Return Freight on Oversized Items

For items within the right of withdrawal, you are responsible for the cost of return freight. For large palletised items — saunas, kitchen islands, hot tubs, pergolas — this cost is significant and must be confirmed before you arrange a return collection. Contact us at info@veldorahaven.com and we will provide a return freight quotation within two working days. We can arrange collection on your behalf and deduct the freight cost from your refund, or you may arrange independent collection at your own cost.

Condition and Packaging

Returned goods must be in their original, unused condition. You are responsible for handling the goods with reasonable care during the withdrawal period. If a returned item shows signs of use, installation, or damage beyond what was present at delivery, we reserve the right to reduce the refund to reflect the diminished value of the goods.

Original packaging must be retained until you have confirmed you are not returning the item. Returning goods without original packaging significantly increases the risk of freight damage and may affect our ability to process the return.

Refunds

Once we have received and inspected returned goods, we will issue a full refund of the purchase price (less any applicable return freight deduction) within 14 days. Refunds are issued by the same payment method used for the original purchase. We do not issue refunds to a different account or payment method without prior written agreement.

Cancellations Before Dispatch

If you wish to cancel an order that has not yet been dispatched, contact us immediately at info@veldorahaven.com. For stock products not yet shipped, cancellation is straightforward and a full refund will be issued within 5 working days. For made-to-order products where manufacture has begun, cancellation may not be possible or may incur a charge reflecting the manufacturer's restocking or work-in-progress cost. We will confirm the position clearly in writing before any charge is applied.

For questions not answered here, contact us at info@veldorahaven.com or call +45 60 14 37 57.