Last updated: 27th October 2026

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 outdoor saunas and cabins):

5–11 weeks (depending on the model) from the date the deposit is received and production is scheduled.

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

1.3 Delivery and installation access requirements

For saunas and cabins, 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. Delivery costs

Delivery costs vary depending on access, weight and location.

Full costs will be provided in your order quote.

Installation fees are quoted separately unless otherwise stated.

3. Order cancellations

3.1 Made-to-order products

This includes:

• Outdoor saunas

• Cabins

You may cancel your order until production begins. Once production has started, the 30% deposit becomes non-refundable.

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

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

info@wearetruenorth.co

If the item has already been scheduled for delivery, 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 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 30 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:

• Outdoor saunas and cabins

• Products that have been installed

• Used or damaged products not caused by manufacturing faults

• Products returned outside the allowable timeframes

7. Responsibility during return delivery

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

• Ensuring the product is protected from damage

• Choosing a tracked and insured delivery method if needed

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

8. Contact

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

Email: info@wearetruenorth.co

Phone: 07359 651444

Unit 82, Hartlebury Trading Estate, Hartlebury, Kidderminster DY10 4JB