Last updated: 1st December 2025

This Delivery & Returns Policy explains how TN GROUP LTD (“True North”, “we”, “us”, “our”) manages shipping, delivery, cancellations, and returns for all purchases made through our website or directly with our sales team.

1. Delivery information

1.1 Delivery area

We currently deliver to addresses within the United Kingdom only.

1.2 Delivery times

Lead times for made-to-order products (including the Eluna sauna and other sauna units):

6–10 weeks from the date the deposit is received and production is scheduled.

Lead times for standard retail items (e.g., sauna hats, pillows, cold plunge tubs):

Varies by product, typically 3–7 working days.

These timeframes are estimates. We will notify you if delays occur.

1.3 Delivery and installation access requirements

For saunas, cold plunges, and large items, the customer must ensure:

• Clear and safe access to the installation area

• Appropriate groundworks and foundations prepared before delivery

• Electrical supply and cabling installed by a qualified electrician

• Any relevant planning permissions are obtained (if required)

Failure to meet access or site preparation requirements may result in:

• Additional charges

• Rescheduled delivery fees

• Inability to complete installation

Customers are responsible for ensuring their site meets the required specifications provided by True North.

2. Shipping costs

Shipping costs vary depending on product size, weight, and location.

Full costs will be displayed at checkout or provided in your order quote.

Installation fees are quoted separately unless otherwise stated.

3. Order cancellations

3.1 Made-to-order products

This includes:

• Eluna sauna

• Any sauna or product built only after an order is placed

You may cancel your order until production begins. Once production has started, the 40% deposit becomes non-refundable.

If you cancel before production starts, all payments made will be refunded in full.

3.2 Standard retail items

You may cancel your order before dispatch by contacting us at:

info@wearetruenorth.co

If the item has already been dispatched, the return process in Section 4 applies.

4. Returns policy

4.1 Made-to-order products

Made-to-order items cannot be returned unless the product is faulty, damaged on arrival, or misdescribed.

4.2 Standard retail items (sauna hats, pillows, cold plunge tubs)

You have the right to return standard retail items within 14 days of receiving the goods (UK consumer cooling-off period).

Conditions:

• Items must be unused and in their original condition

• Items should be returned in original or suitable protective packaging

• The customer is responsible for return shipping costs unless the item is faulty

4.3 Restocking fee

A 10% restocking fee applies to any non-faulty standard retail item that is:

• Opened

• Used

• Returned without original packaging

• Returned in a condition requiring inspection, cleaning, or repackaging

The restocking fee will be deducted from your refund.

4.4 Faulty or damaged goods

If a product is faulty, damaged on arrival, or not as described, you are entitled to a full refund or replacement.

We may request:

• Clear photos or videos of the issue

• Access for inspection

• Return of the product (at our cost)

5. Refund process

Refunds are issued to the original payment method within 14 days of:

• Receiving returned items

or

• Confirming cancellation (where applicable)

Refunds for deposits follow the rules outlined in Section 3.

6. Non-returnable items

The following cannot be returned unless faulty:

• Made-to-order saunas or products

• Items that have been installed

• Used or damaged items not caused by manufacturing faults

• Products returned outside the allowable timeframes

7. Responsibility during return shipping

Until the returned item reaches us, the customer is responsible for:

• Packaging the item securely

• Ensuring it is protected from damage

• Choosing a tracked, insured courier if needed

We cannot issue refunds for goods damaged in return transit unless proof of carrier liability is provided.

8. Contact

For delivery queries, cancellations, or returns, contact us:

Email: info@wearetruenorth.co

Phone: 07359 651444

TN GROUP LTD, Unit S, Fens Pool Avenue, Brierley Hill, England, DY5 1QA