Terms & Conditions

Last updated: 14 September 2026

Definitions
In these Terms and Conditions any reference to ‘we’, ‘us’ or ‘our’ relates to Holzhaus. ‘You’ or ‘Yours’ refers to any customer purchasing goods from Holzhaus UK Ltd.

Applications
These Terms and Conditions apply to every sale of goods by Holzhaus UK Ltd to any of its customers to the exclusion of any other written terms and conditions not specifically agreed to in writing by ourselves.

Errors and Omissions
Any information on our website may contain typographical or clerical errors or omissions. We endeavour to correct such errors as soon as we are aware of them but accept no liability in the interim. We reserve the right to cancel your order if it is based on inaccurate information contained in the website.

Prices
All prices quoted are in Great British Pounds and include VAT at the current rate. Our VAT Reg No is 111661649
We reserve the right to amend prices at any time due to changes in currency exchange rates, delivery charges, price increases from the factory etc. We will not alter a price, however, once an order has been placed and a deposit paid.

Placing an Order
By placing an order on the website you are entering into a contract to purchase the item(s) you have ordered. The contract is in place upon payment of the deposit.
All items must be paid for in full or a 50% deposit paid at the time of the order, with the balance being paid before delivery to your location. We accept all major credit and debit cards through our secure payment provider.

Cancellation of Orders
Many of our saunas are made to order for you and therefore, once the order was been placed with the factory you will be unable to cancel the order.

Stock items can be cancelled and a full refund issued if the delivery process has not yet begun. If the delivery has been arranged and the sauna has to be returned, you will be charged and amount representing the costs incurred in doing so. Any stock item that has been delivered but remains unopened and undamaged can be returned at your own cost for a refund, less a restocking charge of 15% of the purchase price.

Distance selling regulations do not apply to bespoke or made to order items.

Force Majeure
We reserve the right to delay or cancel any order or delivery if circumstances beyond our control make this necessary.

Fitting and Installation
Whilst full fitting instructions will be provided we recommend that unless you are suitably qualified or skilled, installation of heaters is carried out by a qualified tradesperson i.e. HETAS registered fitter or an electrician in the case of electrical heaters. We will not be responsible for issues arising from unqualified installation of our products including the assembly of the sauna itself.

Complaints
We hope you will be extremely happy with your purchase, however, if you encounter problems we will endeavour to resolve them as swiftly as possible. Please contact info@holtzhaus.co.uk as soon as an issue is identified and we will make every effort to speedily resolve the problem to your satisfaction.

Governing Law
In the event of any dispute in connection with the sale of goods, such shall be determined by the English Court of Law to whose jurisdiction both parties hereby submit.

Deliveries

Sauna kits are large. The size of the pallet is displayed under the description of each model.

Most of our saunas will be delivered by tail lift lorry and locating using a pump truck.  If the ground is uneven or if it is a gravel surface the pump truck may be unable to traverse it and the delivery will be kerbside at the closest possible location to your address.

Please make sure that you have room to receive a pallet of these dimensions. If your location or package size is impractical, we can deliver by Moffett truck, which is a vehicle with a rear mounted fork lift. Please make sure a large truck can get close to your property. The driver will be able to travel a short distance with the fork lift if access for the truck is limited but won’t travel half a mile up a farm track for instance.

Moffett truck deliveries will attract an additional charge dependent on location.  

Highlands and Islands – surcharge form £100- £350

Northern and Southern Ireland – surcharge from £100 – £200

Offshore surcharge from £100 – £400

Please ask for details

Moffett truck deliveries cannot be made to the above locations 

On receipt of your order we will contact you within a week to discuss and make sure the delivery can be made successfully, but if you have concerns please contact us before ordering. All of our goods are delivered free of charge. A delivery date and time will be agreed with you before goods are despatched. We use a third party transport company for delivery of your sauna and whilst they are extremely reliable, we cannot be held responsible for delays beyond our or their control. Failed deliveries caused by a customer being unable or unwilling to accept it on the agreed day will incur redelivery and storage costs. If goods are returned to us, for example if the customer is not present to receive the goods, redelivery and storage costs will be applied. Please be aware these cost can be significant. Redelivery could be up to £750+VAT and storage costs are currently £60+VAT/week.

If a customer is unable or unwilling to accept delivery of their sauna in excess of 2 weeks after it has arrived in the country, storage charges will be applied. This will not be the case if for any reason we are unable to deliver within 2 weeks.
We advise against booking tradespeople based on your expected delivery day.. We cannot be held responsible for any consequential costs incurred for late, short or damaged deliveries.

Free delivery only applies for mainland UK and excludes highlands and islands. A full list of restricted areas is listed below. Please ask for a delivery quote if you need something sending to one of these areas.

* Info to follow!

Delivery Dates and Lead Times
Our stock saunas are held in our warehouse in Yorkshire and are ready for immediate delivery.  Our retail prices are based on a 2-3 day delivery window.  Next day can be arranged for small additional charge, please ask for details.

Many of our saunas are made to order and delivered from Estonia as quickly as possible after an order is placed. We will give you an estimated delivery date on receipt of order based on the lead time within the factory which can vary seasonally. If you want an estimate prior to ordering please contact us first.

We promise to update you with more accurate information as it becomes available for example when your sauna has left the factory and when it arrives in the UK. An actual delivery date to your address will be provided as soon as possible on arrival in UK.

On Receipt of Goods
A signature will be required on delivery. Please note that at this point responsibly for insuring and taking care of your sauna kit passes to you.
In the unlikely event the package has suffered damage in transit DO NOT refuse delivery. Any damaged parts can be individually provided and it is much simpler and quicker to receive replacement parts than to return an entire pack. The factory keeps spare parts for nearly every component of the kits and they can be dispatched promptly as required.

Reporting Damage
Any damage or shortages must be reported within 24 hours of delivery. If damage to the pack is obvious, please sign the delivery note as damaged. If something is obviously missing please sign delivery note as ‘short’. If you need to report any issues for us please email with details of the problem and also take photographs of the damage if you are able. Customer Service is extremely important to us. We provide a phone number so you can ring and speak directly to us if you prefer.