Last reviewed: May 2026.
This policy explains how returns and refunds work at Telos. It sits alongside your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Where this policy is more generous than the law, the more generous version applies.
1. The 60-night home trial
For our cabins, portable saunas, ice baths and cold plunge tubs, we offer a 60-night home trial. The trial begins the day after your product is delivered and installed (or delivered alone, where you have not booked installation). If during the 60 nights you decide the product is not for you, contact support@teloswellness.co.uk with your order number and we will arrange collection at no charge to you and refund the full price you paid (including any delivery charge you paid us). The product must be in a clean, used-as-intended condition; reasonable signs of fair use are fine, but damage beyond fair use will be deducted from the refund.
The 60-night trial does not apply to: accessories under £300 (these are dealt with under section 3 below); custom-built cabin variants where the size, finish or layout has been specified by you outside our standard ranges; and consumables that have been opened.
2. Statutory cooling-off period (14 days)
If you have purchased as a consumer (not for the purposes of a trade, business, craft or profession), you also have a statutory right to cancel your order within 14 days under the Consumer Contracts Regulations 2013. The 14 days run from the day after you (or someone you have nominated) take physical possession of the goods. If your order is split across deliveries, the period runs from the day you take possession of the last item.
To exercise this right, write to us at support@teloswellness.co.uk or by post to Telos Studio Ltd, The Old Mill, High Street, Stow-on-the-Wold, Gloucestershire, GL54 1BB before the 14 days are up. Tell us your order number and that you wish to cancel. You can use the model cancellation form attached to your order confirmation if you prefer. After cancelling you have a further 14 days to return the goods or to make them available for collection.
3. Returning accessories within 30 days
For accessories under £300 (filters, scoops, towels, candles, hats, soaps, sand timers, ladles), we accept returns within 30 days of delivery for any reason, provided the item is unused and in original packaging. Please email support@teloswellness.co.uk first. We refund the price of the item; you pay return postage unless the item is faulty or wrongly described.
4. Faulty or misdescribed goods
If something we have sent you is faulty, not as described or not fit for purpose, your remedies under the Consumer Rights Act 2015 are:
- Within 30 days of delivery: short-term right to reject. You can ask for a full refund. We will arrange free collection.
- From 31 days to six months: we have one chance to repair or replace. If that does not resolve the issue, or if it would cause you significant inconvenience, you can ask for a refund (which may be reduced to take account of any use you have had).
- After six months: the burden of showing the goods were faulty when delivered shifts; we will still investigate and will repair, replace or refund where the goods were faulty when delivered. The right runs for six years in England and Wales (five years from when you became aware of the issue in Scotland).
To make a claim, email support@teloswellness.co.uk with your order number, photographs (where the issue is visible) and a short description of what is wrong. We will respond within three working days.
5. What is not refundable
The following are not refundable, except where they are faulty or misdescribed:
- Custom-built cabin variants where you have specified size, finish or internal layout outside our standard ranges. We will tell you on quotation if a configuration is custom.
- Consumables and hygiene-sensitive accessories that have been opened, used or unsealed (water treatment chemicals, ozone bulbs, sanitiser cartridges, opened soaps, opened essential oils, used towels and used sauna hats).
- Gift cards.
- Services that you have asked us to provide, and which we have provided in full, before the cancellation period expired (for example a paid site survey).
6. How to return a cabin or large unit
Cabins, ice baths, plunge tubs and portable saunas are large and heavy. Please do not try to return them yourself. We will arrange collection by our installation partner or a specialist courier on a date that works for you. Please make the unit reasonably accessible (not still wired in to electrics, not full of water, drained, lid off where applicable). Our team will handle the rest. There is no charge for collection during the home trial period.
7. How and when refunds are paid
Refunds are paid to the original payment method. Once we have received the goods (or evidence that you have sent them) we process the refund within five working days. Your bank or card issuer typically takes a further 1–5 working days to make the funds available. For finance agreements with Klarna or PayPal Pay in 3, the refund is processed via the lender; please contact them if the refund has not appeared after 14 working days.
8. Reductions for use beyond fair handling
If you use a returned product more than is necessary to establish its nature, characteristics and functioning, we may reduce the refund to reflect the loss in value. This is a statutory right under regulation 34 of the Consumer Contracts Regulations 2013. In practice we apply this only where there is genuine damage beyond fair use; we do not deduct for normal handling.
9. Refund policy for businesses
Where you are buying as a business (including a sole trader buying for the trade), the rights described in this policy do not apply automatically. The 60-night home trial is offered to consumers only. Faulty goods are dealt with under the warranty issued with the product and under the Sale of Goods Act 1979.
10. How to contact us about a return
Email support@teloswellness.co.uk or telephone +44 7383 567 839 (09:00–18:00 GMT, Monday–Friday). Please have your order number ready.