Refund policy

We offer a voluntary 30-day return policy for eligible products, in addition to your statutory consumer rights under applicable EU and Cyprus law.

14-Day Right of Withdrawal

If you are a consumer purchasing online within the European Union, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

To exercise this right, please contact us at info@poolspacy.com before returning the product.

The product must be returned within 14 days after notifying us of your decision to withdraw. The customer is responsible for the direct cost of returning the goods, unless the law requires otherwise or we have agreed to cover these costs.

For large or bulky products, we will provide information about the estimated return transportation cost where applicable.

30-Day Voluntary Return Policy

In addition to your statutory rights, we offer a voluntary 30-day return period for eligible products. Products must be unused, in their original condition and packaging, with all accessories and documentation included.

Non-Returnable Products

The right of withdrawal does not apply to products made according to the customer's specifications or clearly personalised products.

This may include custom-made sauna products, bespoke sauna materials, products cut or prepared to the customer's requested dimensions, special-order products and other products manufactured or ordered specifically for an individual customer.

Products that have been installed, used, connected, modified or otherwise altered may not be eligible for return, subject to applicable statutory consumer rights.

Damaged or Defective Products

Please inspect your order upon delivery and contact us as soon as possible if the product is damaged, defective or incorrect.

If a product is defective or does not conform to the contract, your statutory consumer rights remain unaffected. We will arrange an appropriate remedy in accordance with applicable law.

Refunds

Once we receive and inspect the returned product, we will confirm whether the refund is approved. Where a refund is due under applicable law, it will be made to the original payment method within the applicable statutory period.

For statutory withdrawals, we may withhold the refund until we receive the returned goods or evidence that they have been sent back.

For questions regarding returns and refunds, please contact us at info@poolspacy.com.