Last updated: 28 September 2026.
This policy explains how to cancel an order or return a product bought from Telos (a trading name of CC Marketing Ltd). It does not affect your statutory rights.
1. Your 14-day right to cancel
If you buy as a consumer you can cancel within 14 days of the day you, or someone you nominate, receive the goods, without giving a reason (Consumer Contracts Regulations 2013). If your order arrives in parts, the 14 days run from receipt of the last item. You can also cancel before the goods are dispatched.
To cancel, email support@teloswellness.co.uk with your order number and a clear statement that you wish to cancel. You may use the model cancellation form below, but you do not have to.
2. Returning the goods
Once you cancel, you must return the goods (or make them available for collection) within 14 days. Please contact us first so we can give you the return address or arrange collection.
- Return costs: unless the goods are faulty or not as described, you pay the cost of returning them. Saunas, cold plunge tubs, hot tubs and other large items cannot normally be sent by post; we will tell you the cost of collection before arranging it, and you may arrange your own suitable carrier instead.
- Condition: please return goods in their original packaging where possible. You may handle goods as you would in a shop. If goods have been assembled, installed, filled with water or used beyond what is needed to check them, we may reduce the refund to reflect the loss in value.
3. Refunds
We refund the price paid and the standard delivery charge (if any) within 14 days of receiving the goods back, or evidence that you have returned them, whichever is sooner. If you cancel before dispatch, we refund within 14 days of your cancellation. Refunds go to your original payment method.
4. Items that cannot be cancelled
- Goods made to your specification or clearly personalised.
- Sealed hygiene items (for example filter cartridges or water treatment products) that have been unsealed after delivery.
5. Faulty or damaged goods
Please inspect deliveries on arrival and tell us within 48 hours about any visible transit damage or missing items, with photographs if possible. This helps us resolve the problem quickly but does not limit your rights.
Under the Consumer Rights Act 2015, if goods are faulty or not as described you can reject them for a full refund within 30 days of delivery. After 30 days, we will repair or replace them; if that fails, you are entitled to a refund (which may be reduced for use after the first six months). We pay reasonable return or collection costs for faulty goods. Each product also carries the manufacturer's warranty stated on its product page.
6. Business customers
The 14-day cancellation right applies to consumers only. Business purchases are covered by the manufacturer's warranty and your rights under the Sale of Goods Act 1979.
7. Model cancellation form
To CC Marketing Ltd (Telos), 2 Peel Court, 24 St. Cuthberts Way, Darlington, DL1 1GB, support@teloswellness.co.uk:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [ ]. Ordered on [ ] / received on [ ]. Name of consumer(s): [ ]. Address of consumer(s): [ ]. Date: [ ].
8. Contact
Email support@teloswellness.co.uk or call +44 7383 567 839 (Monday to Friday, 09:00-18:00).