Refund policy

Last updated: November 2026

1. Introduction

This Returns & Refund Policy explains how Maple Retail LTD, trading as The Heat Cabin, handles order cancellations, returns, exchanges, refunds, and warranty-related issues for purchases made through theheatcabin.com.

We comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy affects your statutory rights under UK consumer law.

2. Your Right to Cancel (14-Day Cooling-Off Period)

For most products purchased online, you have the right to cancel your order within 14 days of receiving your goods.

You may cancel for any reason during this period.

To exercise your right to cancel, please contact us at:

support@theheatcabin.co.uk

Please include:

  • Your name
  • Order number
  • Product details
  • Cancellation request

Returned goods should be sent back within 14 days of notifying us of cancellation.

You are responsible for return shipping costs unless the item is faulty, damaged, or incorrectly supplied.

3. Optional 30-Day Returns Policy

In addition to your statutory rights, The Heat Cabin may accept returns of eligible products within 30 days of delivery where:

  • The item is unused
  • The item remains in its original condition
  • The item is complete
  • Original packaging is retained where reasonably possible

Approval of returns outside the statutory cooling-off period is at our discretion.

4. Returns Eligibility

You may be eligible for a return, replacement or refund if:

  • You cancel within the statutory cooling-off period
  • The product is faulty
  • The product arrives damaged
  • The product is not as described
  • The incorrect product was supplied

5. Non-Returnable Items

Unless faulty or incorrectly supplied, we cannot accept returns of:

  • Custom-built products
  • Bespoke or made-to-order products
  • Installed products
  • Products showing signs of use
  • Products damaged through misuse
  • Products damaged through incorrect installation
  • Hygiene-sensitive items where seals have been broken
  • Special-order products sourced specifically for a customer

6. Returning Saunas, Ice Baths & Large Equipment

Many products sold by The Heat Cabin are large, heavy or specialist items.

Returns may require:

  • Pallet collection
  • Specialist courier collection
  • Two-person delivery teams
  • Manufacturer-authorised collection services

Return instructions will be provided once your request has been approved.

Return Shipping Costs

Change-of-mind returns

  • Customer is responsible for return shipping costs

Faulty, damaged or incorrect items

  • The Heat Cabin will arrange and cover reasonable return costs

Collection costs vary depending on product size, weight, location and courier requirements.

7. Packaging Requirements

Products should be returned securely packaged to prevent damage during transport.

Original packaging should be retained wherever possible.

Where original packaging is unavailable, we may make a reasonable deduction from any refund to cover:

  • Inspection
  • Testing
  • Repackaging
  • Handling costs

Any deduction will comply with applicable UK consumer law.

8. Damaged Deliveries

Please inspect your delivery as soon as reasonably possible.

If your order arrives damaged, we ask that you notify us within 48 hours of delivery and provide:

  • Photographs of the product
  • Photographs of the packaging
  • Your order number
  • A description of the damage

Prompt reporting helps us resolve issues quickly and process courier claims efficiently.

Failure to report within 48 hours does not affect your statutory rights, but may limit our ability to recover costs from delivery providers.

9. Faulty Products

If a product develops a manufacturing fault, please contact us as soon as possible.

Where appropriate, we may request:

  • Photographs
  • Video evidence
  • Serial numbers
  • Additional product information

Depending on the circumstances and your legal rights, we may offer:

  • Repair
  • Replacement
  • Replacement parts
  • Refund

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

10. Product Warranties

Many products sold by The Heat Cabin are supplied with manufacturer warranties in addition to your statutory consumer rights.

Warranty duration, coverage, exclusions and claim procedures vary by manufacturer and product.

Warranty coverage may be affected by:

  • Incorrect installation
  • Improper use
  • Lack of maintenance
  • Unauthorised modifications
  • Unauthorised repairs
  • Commercial use of residential products

Warranty claims may be administered directly by the manufacturer or through The Heat Cabin.

Manufacturer warranties do not replace or limit your statutory rights.

11. Exchanges

If you wish to exchange a product:

  • Contact us at support@theheatcabin.co.uk
  • Exchanges are subject to stock availability
  • Additional collection and delivery charges may apply where the exchange is requested for convenience rather than due to a fault

12. Refund Processing

Once returned products have been received and inspected, we will notify you of the outcome.

Approved refunds are normally:

  • Processed within 14 days of receiving the returned goods or receiving evidence that the goods have been returned, whichever is earlier.
  • Issued to the original payment method
  • Confirmed by email

Your payment provider may require additional time before funds appear in your account.

Where applicable, original delivery charges will also be refunded in accordance with UK consumer law.

13. Order Cancellations Before Dispatch

Orders may be cancelled before dispatch for a full refund.

If an order has already been dispatched, the normal returns procedure will apply.

For special-order, bespoke or made-to-order products, cancellation rights may be limited once production or procurement has begun.

14. How to Start a Return

Please contact us at:

Email: support@theheatcabin.co.uk
Telephone: +44 203 432 4106

Please include:

  • Your name
  • Order number
  • Product details
  • Reason for return
  • Photos or videos if the item is damaged or faulty

We aim to respond within 1-2 business days with return instructions.

15. Contact Information

Maple Retail LTD
Trading as The Heat Cabin

60 Tottenham Court Road, Office 1671
Fitzrovia
London
W1T 2EW
United Kingdom

Company No. 17368142
VAT No. 528 1348 89

📞 +44 203 432 4106
✉️ support@theheatcabin.co.uk

Website: https://theheatcabin.com