Buying a sauna should feel safe.

Does it really feel like a real sauna?
That's the question we get asked most often.

That's why we give you 100 days to experience it for yourself. If the sauna tent doesn't live up to your expectations, you can use our voluntary 100-day satisfaction guarantee. The guarantee applies for 100 days from the day you received your delivery. It covers sauna tents – if you bought the tent as part of a bundle, you return the whole bundle.

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

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

• Well cared for and cleaned
• In full working order
• With all parts included

This means that:

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

What counts as abnormal wear?
Examples of things that may lead to a deduction for loss of value:

• Burn holes from sparks caused by incorrect firing
• Rust due to insufficient cleaning or salt water
• Scratches, dents or damage
• Heavy dirt or soot deposits
• Moisture or mould damage
• Damage from severe weather, snow load or inadequate 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 has been completed
• The return is booked

We do not book a collection 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 correctly packed according to the instructions.”

The checklist covers:

• The product is cleaned and completely dry
• The ash has been emptied
• The chimney has been cleaned if needed
• All parts are included
• The product is correctly packed according to the instructions

Packaging
The original box is not required.

However, the product must be properly packed according to our instructions.
Inadequate packaging that leads to transport damage may affect the refund.
If anything is unclear, don't hesitate to get in touch and we'll help you with the packaging.

Return shipping and handling costs are paid by the customer.

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

The refund is made once the inspection has been approved.

If the product is in a deteriorated condition, a reasonable deduction for loss of value may be made based on the actual impact and condition. We are always transparent about how we assess this.

If the parcel is damaged in transit

If you discover transport damage, take photos and let us know as soon as possible, ideally within 48 hours, and we'll help you from there.

When the guarantee does not apply
The warranty and the satisfaction guarantee do not cover damage resulting from:

• Incorrect assembly
• Incorrect use
• Modification of the product
• Careless or negligent handling
• Inadequate anchoring
• Strong wind or snow load
• Prolonged moisture without drying
• Incorrect storage
• Corrosion or rust, including the effects of salt, marine environments, chemicals or insufficient cleaning
• Commercial use, e.g. rental or use in a business, unless otherwise agreed in writing
• Use contrary to the manual
  

If you follow the instructions, you'll get a sauna that lasts for a long time.

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.

Any questions?
We're 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

Under the Swedish Consumer Sales Act, you can make a claim for faults in goods for 3 years from when you received them. Faults that appear within 2 years are presumed to have existed when you received the goods – you don't need to prove it.

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

We follow Swedish law and the recommendations of the National Board for Consumer Disputes (ARN) in the event of a dispute.

Examples that are normally not accepted:

• Discolouration or damage from the tent being left outdoors for a long time
  
• Small holes on the top from sparks or ash
  
• Damage caused by wind over 10 m/s or inadequate anchoring
  
• Damage from heavy objects leaned against the tent
  
• Damage to the stove due to incorrect firing (e.g. twigs, paper, salt water)
  
• Too little safety distance between the stove and the walls (< 20 cm)
  
• Holes, tears or deformation caused by normal wear and tear
• Commercial use, e.g. rental or use in a business, unless otherwise agreed in writing
• Use contrary to the instruction manual

1. Contact us

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

2. Send the product back (if necessary)

If we need to inspect the item, we pay the return shipping. Pack the product well.

3. Assessment

Once we have received the item, we examine it. If the fault is due to manufacturing/materials, we offer repair, replacement or a refund.

4. Refund or replacement

Normally handled within 14 days of receiving the item.

Refunds are made to the same payment method.

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.