Returns & Refunds

Email info@glo-house.com as soon as possible if you wish to cancel. For eligible online purchases, you can normally notify us of cancellation within 14 days of delivery and then have a further 14 days to return the goods. Genuine bespoke or personalised goods may be exempt; we will explain any applicable exception before you order. Choosing standard catalogue options does not automatically make a product exempt. See our returns and refunds FAQs for the return process. Your statutory rights for faulty or misdescribed goods are unaffected.

We want you to feel confident in your purchase. For eligible items other than saunas, we offer a voluntary 30-day return period from delivery if they are unused, in their original condition and original packaging. Saunas have the separate pre-assembly policy explained below.

To request a return, email info@glo-house.com with your full name, order number, original payment method and photographs and video showing the unused item. Do not send payment-card details. Please wait for our return instructions and approval before sending anything; unannounced returns may delay processing. Prior approval does not restrict a valid statutory cancellation or faulty-goods claim.

Our voluntary 30-day offer excludes replacement products, free gifts, purchases from third-party sellers, promotional-period purchases, cryptocurrency purchases and individual pieces of a gift bundle. These exclusions do not remove any statutory rights. Contact the original seller for third-party purchases.

Under this voluntary offer, UK returns are free for orders over £150. For orders of £150 or less, and returns from outside the UK, you pay the return carriage. Original delivery charges are not refunded under the voluntary offer; where statutory cancellation rights apply, standard outbound delivery charges are refundable. We cover reasonable return costs for faulty goods where required by law.

After arrival, we aim to assess items within 2–3 business days and email confirmation of the refund to the original payment method. Statutory cancellation refunds are issued within the legal deadline, normally 14 days after we receive the goods or evidence that they have been sent back, whichever is earlier.

For a change-of-mind sauna return, contact info@glo-house.com within 14 days of delivery, before starting assembly. Our voluntary pre-assembly return offer requires the sauna to be unused in its original, unopened packaging. You arrange and pay for return shipping. A 15% restocking charge applies only to voluntary returns outside statutory cancellation rights, where lawful and agreed in advance; it is not charged on a valid statutory cancellation.

Email your order number and return request. We will provide the return address and instructions. Pack the sauna securely in its original packaging and use a tracked carrier. After receiving and inspecting it, we aim to refund the original payment method within 7–10 business days, less any lawful, agreed deductions, and always within applicable statutory deadlines.

Our voluntary change-of-mind offer ends once assembly starts because the sauna is no longer unused. However, assembly does not automatically remove statutory cancellation rights. Where permitted by law, a deduction may reflect diminished value caused by handling beyond what is necessary to inspect the goods. Faulty-goods rights continue after assembly.

If anything arrives damaged or missing, send your order number and photos to info@glo-house.com promptly, preferably within 48 hours. This reporting request does not restrict your statutory rights.

Nothing in this policy limits rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013. The cancellation exception for genuinely bespoke or personalised goods applies only where legally applicable.