# Refund & Terms Policy
By using this site, you agree to these terms of use. Pure Wellness Co. reserves the right, at any time, to modify, alter, or update these terms of use, and you agree to be bound by such modifications, alterations, or updates on subsequent visits.
1\. Format of the Contract
1.1 Any order placed by you for goods advertised on our website is an offer by you to purchase the goods selected in your order. No contract exists between you and us for the sale of any goods until we have received your order, reviewed it, and provided written acceptance.
1.2 Orders are only binding once confirmed in writing by Pure Wellness Co.
1.3 If we cannot accept your order (for example, because the goods are unavailable or there is a pricing error), we will notify you within a reasonable period.
1.4 If, after acceptance, it becomes apparent that the goods are unavailable, we reserve the right to offer an alternative or issue a refund.
1.5 Unless specifically agreed in writing, all contracts are made upon these terms and conditions, which shall override any other terms you may seek to impose.
1.6 All contracts are governed by English law, and both parties submit to the exclusive jurisdiction of the English courts.
2\. Description and Pricing
2.1 All products supplied by Pure Wellness Co. are bespoke, made to order to client specification. We do not keep stock.
2.2 All prices are quoted exclusive of VAT at 20%.
2.3 We reserve the right to make price adjustments due to manufacturer or shipping cost changes.
2.4 Quotes are valid for 30 days unless stated otherwise.
3\. Availability
3.1 If, after accepting your order, we discover that the goods are unavailable, we may terminate the contract and refund you within 7 working days.
3.2 If part of an order is unavailable, we will notify you and offer an alternative or amendment.
4\. Placing an Order
4.1 Orders are placed by email or through our enquiry process. A signed proposal or written acceptance is required before production begins.
4.2 A 60% deposit is required to secure production, with 30% payable prior to shipping. For installations, the remaining 10% is payable upon completion unless otherwise agreed.
4.3 Once the deposit is paid, the customer is committed to the order. All goods are made to order and cannot be cancelled after production has commenced.
5\. Payment
5.1 Payments can be made by bank transfer (BACS) or approved credit card links provided on invoices. Customers who pay via cre
5.2 No goods will be shipped until cleared funds are received.
5.3 Pure Wellness Co. reserves the right to suspend delivery or cancel orders if payment terms are not met.
5.4 If an order is processed and paid for, and a cancellation is requested before production begins, a £495 administration fee will be charged.
5.5 A minimum design fee of £1,500.00 applies to all projects. This fee is non-refundable and covers design, technical drawings and project preparation. Where an order proceeds, the design fee will be deducted from the final balance. In the event of a cancellation prior to production, the design fee will be retained.
5.6 If production has started, the order cannot be cancelled due to the bespoke nature of the goods.
5.7 Approved refunds will have the £495 administration fee deducted plus any design fees.
5.8 Refunds will be issued within 14 working days of written cancellation confirmation.
6\. Delivery and Installation
6.1 Delivery is to the address provided at the time of order. Access must be suitable for large delivery vehicles, and any restrictions must be communicated in advance.
6.2 Delivery dates are estimates only. We will not be liable for reasonable delays beyond our control.
6.3 Unloading is the customer’s responsibility unless otherwise agreed in writing.
6.4 The customer must obtain any necessary permits or approvals. Any delay or additional work caused by incomplete site preparation will result in additional charges. Idle time, return visits, or delays due to site readiness will be charged at £450.00 per man per day.
6.5 Packaging disposal is the customer’s responsibility unless otherwise agreed.
7\. Risk and Title
7.1 Risk passes to you upon delivery.
7.2 Title to the goods remains with Pure Wellness Co. until payment has been received in full.
7.3 We are entitled to recover payment for the goods even if ownership has not passed.
8\. Returns Policy
8.1 All products are bespoke and made to order. There is no cooling-off period.
8.2 Returns are only accepted at the company’s discretion if the goods are unused, in their original condition, and suitable for resale.
8.3 Any authorised return may be subject to up to a 25% restocking and administration charge, and return shipping at the customer’s expense.
8.4 Risk during return transit remains with the customer.
9\. Warranty
9.1 Sauna cabins include a 24-month warranty on wood and glass parts and 12 months on electrical parts. Commercial or public use is limited to 12 months for all components.
9.2 Ice baths, red light therapy beds, and dry flotation beds include a 24-month warranty for domestic and commercial use.
9.3 LED strips, lighting components, and consumable parts are excluded from warranty where misuse has occurred, including excessive water exposure.
9.4 Warranties do not cover defects arising from fair wear and tear, accidental damage, negligence, misuse, failure to follow operating instructions, unauthorised modifications, or external factors (e.g. water, chemicals, heat).
9.5 Warranty claims must be submitted in writing within 15 days of identifying the defect, with photographic evidence.
9.6 If goods are damaged in transit, you must notify us within 7 working days. Once verified, we will repair, replace, or refund the goods.
9.7 In cases of misuse, including overuse of water on heaters, damage to stones, or electrical failure due to improper operation, the warranty will be void.
10\. Delays
10.1 If delivery or installation is delayed by the customer or third parties, we reserve the right to charge storage, redelivery, and idle labour costs at market rates.
10.2 If goods are ready for delivery but not collected or accepted within one month, storage fees will apply.
11\. Promotional Use
11.1 Pure Wellness Co. reserves the right to use images, references, and details of completed projects for marketing and promotional purposes (website, brochures, and social media), unless otherwise agreed in writing prior to the start of the project.
12\. Events Beyond Our Control
12.1 We will not be liable for delays or failures arising from events beyond our reasonable control, including but not limited to fire, flood, war, terrorism, shipping disruptions, strikes, or extreme weather.
13\. Complaints
13.1 Complaints must be submitted in writing within 15 days of receipt of the goods or installation, otherwise warranty rights may be forfeited.
13.2 Submitting a complaint does not constitute acceptance of liability.
14\. Limitation of Liability
14.1 Our liability under these terms shall not exceed the total price paid for the goods supplied.
14.2 Under no circumstances will Pure Wellness Co. be liable for consequential damages, indirect losses, or costs incurred by the customer due to downtime, loss of use, or business interruption.
14.3 We shall not be liable for any loss of revenue, profits, anticipated savings, goodwill, or business opportunities, or for any losses that are not reasonably foreseeable by both parties at the time the order was accepted.
15\. General
15.1 These terms and conditions may not be amended except in writing and signed by a director of Pure Wellness Co.
15.2 Communications relating to contracts should be sent to:
Pure Wellness & Spa Co LTD, Old Grammar School House, Castle Gates, Shrewsbury, Shropshire, SY1 2AJ.
Pure Wellness Co.
A trading name of Pure Wellness & Spa Co. LTD
Company No. 14998741 | VAT No. 448136289
Registered Address: Old Grammar School House, Castle Gates, Shrewsbury, Shropshire, SY1 2AJ.
CONTACT US:
If you have any questions about our Returns and Refunds Policy, please contact us by e-mail Info@purewellnesscompany.co.uk.