Last updated: 17 September 2026
1. Statutory withdrawal period
If you are a consumer buying at a distance, you generally have fourteen days from the day you, or a third party appointed by you other than the carrier, receives the goods to notify us that you wish to withdraw. For an order delivered in several parts, the period starts when the final item is received.
Send a clear withdrawal statement, including your order number, to soufiakamil12@gmail.com before the period expires. You may use the model form in our Terms and Conditions of Sale, but this is not mandatory.
2. Exceptions
The statutory withdrawal right does not apply where an exclusion under applicable law applies, including goods made to your specifications or clearly personalised. We will identify such products before purchase where possible. Your statutory rights for defective or non-conforming goods remain unaffected.
3. Return authorisation and address
Please contact us before sending a product so we can provide handling instructions suitable for its size and condition. Unless we give you another address in writing, returns should be arranged to: Polhus, 5 Rue Louis Loucheur, 67100 Strasbourg, France.
4. Condition of returned goods
You may inspect goods only as you would in a physical shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Products should be returned complete, protected and with accessories, manuals and components.
5. Return costs
For a change-of-mind withdrawal, direct return costs are borne by the customer. Saunas, Nordic baths and other bulky products may require specialist transport; the cost can be significant and will depend on size, weight, location, access and carrier rates. We can help obtain a quotation before collection.
If goods are defective, non-conforming or damaged before risk passes to you, Polhus will bear the reasonable return or remedy costs required by law.
6. Refunds
Following a valid withdrawal, we will refund payments received, including the cost of our least expensive standard delivery option, within fourteen days of being informed. We may withhold reimbursement until we receive the goods or you provide evidence that they have been sent back, whichever occurs first. Additional costs for an upgraded delivery method are not refundable unless required by law.
Refunds are made using the original payment method unless another method is expressly agreed and does not create fees for you.
7. Damaged, defective or incorrect products
Contact soufiakamil12@gmail.com promptly with your order number, a description and clear photographs. Do not discard packaging or attempt repairs before receiving instructions when this could affect inspection. Reporting visible transport damage quickly helps us act with the carrier but does not remove statutory rights.
8. Statutory guarantees
Consumers benefit from the French statutory guarantee of conformity and the guarantee against hidden defects. These rights are separate from the withdrawal right and from any commercial warranty.
9. Exchanges
Because availability, dimensions and transport requirements vary, exchanges are handled as a return and a new order unless Polhus confirms another arrangement in writing.
10. Contact
Email: soufiakamil12@gmail.com
Telephone: 07 78 46 04 02