No customer should proceed with purchasing these materials without having accepted these terms of purchase.

When Finnmark Limited is mentioned below this stands for Finnmark Limited trading as Cloud Nine Steam.

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.

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 get in touch. 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.

 

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 including complete sauna cabins, 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. 

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
    • Complete steam rooms
    • 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 trading as Cloud Nine Steam, 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 or complete steam rooms, if unsure if the item is bespoke, please contact our sales team on: +44 (0) 20 8050 2895 or email info@cloudninesteam.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 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/Cloud 9 Steam Returns, Unit 44c 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 accept returns or provide exchanges for:

  • Made to measure goods
  • Bespoke fabricated goods
  • Design Services and Design Fees
  • Complete steam rooms
  • 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.