Complaints and warranty
We want you to be happy with your purchase – seriously.
We believe in the quality of our products and that, when used as intended, they will serve you for a long time.
But if something goes wrong – don't worry, we're here to help.
📩 How to file a complaint
- Write to us at: kontakt@saunasoul.pl
- In the title, enter the order number and a brief description of the situation.
- Attach photos or a video – it makes the assessment much easier
We usually respond within 24-72 hours .
🔧 What does a complaint cover?
- Design and manufacturing defects
- Items that do not function as they should, even when used correctly
- Problems with the stove, frame or material (if not due to wear and tear or misuse)
If the complaint is accepted, we cover the cost of return shipping.
🔁 What's next? Replacement, repair, return
Once we have reviewed your complaint, we will propose the best solution:
- ✅ We will repair the product if it can be restored to full functionality
- 🔁 We will replace it with a new one if the defect is serious or uneconomical to repair
- 💸 We will refund your money – in full or in part, if the product has been used for a long time
We care about honesty – both towards you and towards other customers.
🛡️ SaunaSoul Guarantee
All sets are covered by a 24-month manufacturer's warranty , which includes:
✔️ Material defects
✔️ Design defects
✔️ Problems resulting from normal use in accordance with the instructions
The warranty does not cover:
❌ Damage resulting from improper use
❌ Natural wear and tear (e.g. discoloration, scratches, slight deformation)
❌ The effects of storing the sauna in a damp or dry place
❌ What is not subject to complaint?
- Color changes and material wear and tear from prolonged exposure to sun, rain, wind, and snow are natural during seasonal outdoor use. The tent is portable – it's best to set it up for the duration of the session and store it in a dry place.
- Small holes caused by sparks from the chimney – considered normal wear and tear, repairable by yourself
- Damage resulting from the tent not being anchored properly (e.g. missing pegs or guy lines)
-
Damage caused by the wall tipping onto the stove – the material may melt if it touches the hot surface
surface - Using the sauna in winds stronger than 10 m/s (~36 km/h)
- Damage to the stove resulting from improper burning – e.g. wet wood, plastic, waste or
briquettes with chemical additives
→ We recommend smoking only
dry hardwood or briquettes without additives - Flooding the stove with salt water (e.g. from the sea) - causes corrosion and is not subject to complaint
- Too intense burning – slight deformation of the stove after prolonged use is normal
- Normal mechanical wear – abrasions, scratches, discoloration
🤷 What if something really unusual happened?
If you are reporting:
- that the tent was blown away by the storm,
- bitten by a dog,
- destroyed by flood,
- or a bear fell into it...
…we will take it seriously and try to help – but this will not necessarily be grounds for a complaint 😉
💬 Have any questions? Write to us.
We do not hide behind paragraphs.
We want you to be happy – and if something happens, just get in touch.
We will do our best.
