Returns and cancellation

Last updated 8 November 2026

This page explains your right to cancel, what happens if something is damaged in transport and what to do if a product is faulty. It does not affect your statutory rights. The full terms are in our terms and conditions.

Made-to-order products: no right to cancel once ordered

All products ordered on our website are made to order, except hot tub heaters/stoves and accessories. This covers all hot tubs, saunas, ice baths and other configured products: they are only produced after you order, to your specifications (size, heater, liner, wood, cladding, colour and options).

For goods made to the consumer’s specifications or clearly personalised, the 14-day cancellation right does not apply (Consumer Contracts Regulations 2013, regulation 28(1)(b); for customers in Ireland the same exception applies under the EU consumer rules). We point this out before you confirm your order, and we always go through the configuration with you before the contract is confirmed.

Changes can be agreed in writing as long as production has not started. You also receive photos of the finished product for a final check before delivery.

Hot tub heaters/stoves and accessories: 14-day right to cancel

The 14-day right to cancel applies only to hot tub heaters/stoves and accessories ordered on our website. The period starts on the day you receive the goods. How to cancel:

1. Send a clear message to albertas@timberin.com within the 14 days. For a heater/stove or accessory you may use a model cancellation form, but you do not have to.
2. Return the goods within 14 days of telling us, well packed and in essentially the same condition and quantity as you received them.
3. You pay the cost of returning the goods.

We refund what you have paid, including the standard delivery cost, no later than 14 days after we receive your message. We may withhold the refund until we have received the goods back or you have supplied evidence that you have sent them.

Transport damage

Check the goods when they arrive, before you sign the consignment note.

1. Write visible damage or missing parcels on the consignment note (CMR).
2. Take photos and a video straight away.
3. Tell us within 5 business days.

Damaged parts are replaced, exchanged or repaired, depending on what is most reasonable in each case. This deadline does not limit your rights if the goods are faulty.

If something is wrong with the product

Goods must be as described, of satisfactory quality and fit for purpose (Consumer Rights Act 2015). If a product is faulty, you are entitled to a repair or replacement and, where that is not possible or not done in a reasonable time, to a price reduction or a refund. Within the first 30 days you may also reject faulty goods.

How to report a fault. Email support@timberin.com with:

• your order number;
• the product model;
• photos or a video;
• a short description of the problem.

What we do. We assess the case and agree the right solution with you. During the warranty period, replacement parts for damaged or non-functioning parts are supplied free of charge. Please do not send the product back before we have agreed how the case will be handled.

What is not a fault. The following are not covered:

• damage caused by incorrect use, frost, lack of maintenance or unsuitable water chemistry;
• damage caused by your own modifications or incorrect installation;
• natural variations in the wood (the products are handmade, so products of the same model may differ slightly).

Contact

• Support for a delivered product: support@timberin.com
• Orders, cancellation and other questions: albertas@timberin.com or WhatsApp +370 619 13266

How delivery works is explained on our delivery page.