Refund policy

Last updated: 15 September 2026

At PLYWORX INTERNATIONAL LTD, we want you to be satisfied with your purchase. This Refund & Return Policy explains your rights and our procedures for returns, refunds, cancellations, and products that arrive damaged or defective.

PLYWORX INTERNATIONAL LTD
Company Number: 16485944
2 Veridion Way, Erith, United Kingdom, DA18 4AL
Email: help@plyworx-international.shop
Phone: +44 7468635737

1. Returns and Your Consumer Rights

Nothing in this policy is intended to limit or remove any rights you may have under applicable consumer protection laws.

For customers in the United Kingdom, statutory consumer rights apply, including rights relating to goods that are faulty, not as described, or not of satisfactory quality.

For customers in the United States, applicable federal and state consumer protection laws may also provide additional rights.

Where applicable law provides rights that are more favourable to you than this policy, those legal rights will take priority.

2. Change-of-Mind Returns

If you change your mind about your purchase, you may be entitled to cancel and return the product within the applicable statutory cancellation period.

Because saunas are large, heavy products, customers should contact us before arranging or sending a return.

The product should be returned in an unused and resaleable condition, where legally permitted, with all original components, accessories, manuals, and packaging.

Where the law permits, the customer may be responsible for reasonable return shipping or collection costs for a change-of-mind return, particularly for large or heavy sauna products.

3. Products That Are Faulty, Damaged or Not as Described

If your sauna arrives damaged, defective, incomplete, or materially different from the product description, please contact us as soon as reasonably possible.

Please provide:

Your order number
Your name and contact details
A description of the problem
Photographs or videos showing the issue
Photographs of the packaging where relevant

We may ask for additional information to help us assess the issue.

Depending on the circumstances and applicable law, we may offer a repair, replacement, replacement parts, or refund.

We will not require you to pay return or collection costs where the product is being returned because it is faulty, damaged, or otherwise covered by your statutory consumer rights.

4. Damaged Deliveries

Please inspect your sauna and its packaging as soon as possible after delivery.

If the product has been damaged during transportation, please notify us promptly and provide photographs of:

The damaged product
The outer packaging
Any internal packaging
The shipping label

Please retain the product and packaging until we have advised you what to do next.

We will work with you and, where appropriate, the delivery carrier to resolve the issue.

5. Non-Returnable or Excluded Items

Where permitted by applicable law, certain products may not be eligible for a change-of-mind return.

This may include:

Products made to the customer's specific requirements
Bespoke or personalised products
Products that have been assembled, installed, modified, or materially altered after delivery
Products that have been damaged through misuse, improper installation, neglect, or failure to follow the supplied instructions

These exclusions do not affect your statutory rights if the product is faulty, defective, or otherwise does not conform to the contract.

6. Return Condition

For a change-of-mind return, where permitted by law, the product should be returned in an appropriate condition.

The customer may be responsible for any reduction in the product's value caused by handling beyond what is reasonably necessary to inspect the product.

For large sauna products, we strongly recommend contacting us before disassembling, repackaging, or attempting to return the product.

7. How to Request a Return

To request a return or refund, contact us at:

Email: help@plyworx-international.shop
Phone: +44 7468635737

Please include your:

Full name
Order number
Date of purchase
Product purchased
Reason for the return
Photographs or videos, where relevant

We will provide instructions regarding the return or collection process where a return is approved or required.

Please do not send products to our business address without first contacting us and receiving return instructions.

8. Refunds

Once a return has been received and assessed, we will determine whether a refund is due in accordance with applicable law and the circumstances of the return.

Where a refund is approved, it will generally be made using the original payment method.

The time for the funds to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

Where required by applicable law, refunds will be processed within the legally required timeframe.

9. Refund Deductions

Where permitted by applicable law, deductions may apply for:

Damage caused by improper use or handling
Missing components or accessories
Unreasonable deterioration in the product's condition
Return or collection costs that the customer is legally responsible for

We will not make deductions that are prohibited by applicable consumer protection law.

10. Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at help@plyworx-international.shop.

We will make reasonable efforts to stop the order before dispatch.

Once an order has been dispatched, cancellation may be subject to the applicable return and cancellation procedures and consumer protection laws.

11. Incorrect or Failed Delivery

If an order cannot be delivered because incorrect or incomplete delivery information was provided by the customer, additional delivery or collection costs may apply where permitted by law.

If a delivery fails for reasons outside the customer's control, please contact us so that we can investigate and determine the appropriate solution.

12. Exchanges

If you receive a faulty, damaged, or incorrect product, we may offer an exchange or replacement where appropriate and subject to availability.

For change-of-mind purchases, exchanges are subject to the applicable cancellation and return rights.

13. USA Customers

Customers in the United States may have additional rights under the laws of their state.

Nothing in this policy is intended to waive or restrict any rights that cannot legally be waived.

Where a state or federal law requires a different refund, cancellation, return, warranty, or remedy procedure, we will comply with the applicable law.

14. UK Customers

Customers in the United Kingdom retain all applicable statutory consumer rights.

This includes applicable rights under UK consumer protection legislation concerning faulty, defective, misdescribed, or otherwise non-conforming goods, as well as applicable cancellation rights for distance sales.

Nothing in this policy limits those statutory rights.