Buying a sauna should feel safe.

Does it really feel like a real sauna?
That’s the most common question we get.

That’s why we give you 100 days to experience it for yourself. If the sauna tent does not meet your expectations, you can use our voluntary 100-day satisfaction guarantee. The guarantee is valid for 100 days from the day you receive your delivery.

This is our way of giving you extra peace of mind. At the same time, the guarantee comes with responsibility for the product during the time you own it. It’s not a rental solution, it’s a satisfaction guarantee.

Conditions for using the guarantee
For the guarantee to apply, the product must be returned in:

• Clean and well-maintained condition
• Fully functional condition
• With all parts included

This means:

• The tent fabric must be cleaned and dry
• The stove must be emptied of ash and cleaned
• The chimney must be cleaned if needed
• All accessories and parts must be included
• The product must not have been exposed to abnormal wear

What is considered abnormal wear?
Examples of what may result in a deduction:

• Burn holes from sparks due to improper use
• Rust caused by poor cleaning or saltwater
• Scratches, dents, or damage
• Heavy dirt or soot buildup
• Moisture or mold damage
• Damage from harsh weather, snow load, or poor anchoring

How the return process works

• Contact us at support@bastsauna.com
• You will receive a clear return guide with step-by-step instructions
• You send photos of the product before the return is booked
• You confirm in writing that the checklist is completed
• The return is booked

We do not schedule a pickup until the checklist has been confirmed.

Follow the care guide here

You will need to confirm:
“I confirm that the product is cleaned, complete, and properly packed according to the instructions.”

The checklist includes:

• The product is cleaned and completely dry
• Ash has been removed
• The chimney has been cleaned if needed
• All parts are included
• The product is properly packed according to instructions

Packaging
Original packaging is not required.

However, the product must be properly packed according to our instructions.
Insufficient packaging that leads to transport damage may affect the refund.
If anything feels unclear, don’t hesitate to reach out and we’ll help you with the packaging.

Return shipping and handling costs are covered by the customer.

Inspection & refund
Once the product has been returned, we carry out a thorough inspection.

The refund is issued after the inspection has been approved.

If the product is in a worsened condition, a reasonable deduction may be made based on actual condition and impact. We are always transparent in how we assess this.

If the package is damaged during transport

If you notice transport damage, please take photos and contact us within 48 hours so we can assist you.

When the guarantee does not apply
The guarantee and satisfaction guarantee do not cover damage caused by:

• Incorrect assembly
• Improper use
• Modifications to the product
• Careless or negligent handling
• Poor anchoring
• Strong winds or snow load
• Prolonged moisture without drying
• Incorrect storage
• Corrosion or rust, including effects from salt, marine environments, chemicals, or lack of cleaning
• Use contrary to the manual
  

If you follow the instructions, you’ll have a sauna that lasts for many years.

In short
The 100-day satisfaction guarantee is our way of giving you extra peace of mind. It is a voluntary offer from us and does not affect your statutory rights.

Do you have questions?
We are here for you before, during, and after your purchase.

If you discover errors or defects in your product, we will be happy to help you with your complaint.

Contact us at support@bastsauna.com and include:

• Yours order number
• A description of the error
• Pictures or video which shows the problem

According to the Consumer Purchase Act, you always have the right to complain about a product within 3 years if you can show that the fault was there from the beginning.

We are responsible for our products being free from manufacturing defects and defects in the material.

We follow Swedish law and The General Claims Board (ARN) recommendations in the event of a dispute.

Example as normal not approved:

• Discoloration or damage from the tent being outside for a long time
  
• Small holes on top from sparks or ash
  
• Damage caused by wind over 10 m/s or lack of anchoring
  
• Damage from heavy objects leaning against the tent
  
• Damage to the stove due to improper firing (e.g. rice, paper, salt water)
  
• Too little safety distance between stove and walls (< 20 cm)
  
• Holes, tears or deformation caused by normal wear and tear

1. Contact us

Email us at support@bastsauna.com with order number, description and pictures/video.

2. Return the product (if necessary)

If we need to inspect the item is stated we handle the return shipping. Pack the product well.

3. Assessment

When we receive the item, we examine it. If the fault is due to manufacturing/materials, we offer repair, replacement or refund.

4. Refund or Exchange

Normally handled within 14 days after received goods.

Refunds are made to the same payment method, with deductions for any normal wear and tear.

We offer 2 year limited warranty which covers defects in material and execution.

The warranty does not apply if:

• Improper use or accident
  
• Unauthorized repair/modification
  
• Normal wear and tear
  

If the warranty is approved, we will replace or repair the product at our discretion.