Returns & Cancellations

We understand that sometimes an order may need to be changed, cancelled or reviewed. Returns and cancellations at KeiCo depend on what you have ordered, whether the item is standard stock or made to order, whether production or procurement has started, and whether delivery, installation or other services have begun.

This page explains the key points and how to contact us if you need help. If you are unsure about anything, please get in touch before returning an item or making a cancellation request.

Consumer rights and statutory protection

We are committed to handling returns and cancellations in line with applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 where they apply. Nothing on this page is intended to remove or restrict your statutory rights.

Your statutory rights are not affected.

Standard gifting and accessory returns

Most eligible standard stock gifting, wellness and accessory items may be returned within 30 days of receiving your order, provided they are unused, undamaged, complete and in original packaging where possible.

Return eligibility may depend on the item type, how it was purchased, and whether any exceptions apply. Items should be in resaleable condition unless faulty, damaged or misdescribed.

Faulty, damaged or misdescribed goods

If you receive an item that is faulty, damaged or not as described, you may be entitled to a repair, replacement, refund or other appropriate remedy depending on the circumstances and applicable law. Please contact us as soon as reasonably possible, ideally within 30 days of receipt, with your order number and supporting photographs or videos.

KeiCo will review the matter and advise on the most appropriate resolution. Please do not dispose of packaging or return the item before contacting us.

Your statutory rights are not affected.

Reporting delivery damage or missing items

Visible delivery damage, missing items or packaging damage should be reported as soon as reasonably possible after delivery. Please provide the following when contacting us:

• Order number
• Delivery date
• Photographs of packaging
• Photographs or videos of the damaged item
• Details of any missing items
• Courier or delivery notes where available

Bespoke, personalised and made-to-order goods

Bespoke, personalised, made-to-measure, specially configured or made-to-order goods may not be cancellable or returnable once production, procurement or customisation has begun, except where required by law.

This can include saunas, wellness structures, special-order heaters, custom accessories, personalised gifts, bespoke finishes, made-to-measure items and project-specific goods. Where you are unsure whether your order falls into this category, please contact us before placing your order or as early as possible after ordering.

Your statutory rights are not affected.

Sauna, cold plunge, hot tub and outdoor wellness orders

Larger wellness products often involve procurement, manufacturing allocation, freight planning, installation scheduling, site coordination and third-party commitments. Once these processes have started, cancellation may incur costs that reflect the stage reached and commitments already made.

Any cancellation request will be reviewed against the order status, product type, supplier commitments, production stage and applicable statutory rights. KeiCo will aim to handle cancellation requests fairly and in line with the terms of the order.

Your statutory rights are not affected.

Deposits and production-stage cancellations

For made-to-order sauna, cold plunge, outdoor living, retreat, bespoke or installation-led orders, a deposit may be required at the point of order. Deposits help secure production, procurement, stock allocation, scheduling and project administration.

Where cancellation is requested after production, procurement, allocation, design work or scheduling has begun, KeiCo may deduct or retain reasonable costs already incurred, subject to statutory rights and the terms of the order.

Services started at customer request

Where delivery, installation, design, site planning, servicing, project management or other services have begun at the customer’s request, cancellation rights may be affected and charges may apply for work already completed or costs already incurred.

This is subject to statutory rights and the terms of the order.

Sale, clearance and discounted items

Sale, clearance or discounted items may have different commercial terms where stated at the time of purchase. However, this does not affect your statutory rights where goods are faulty, damaged, misdescribed or where other legal rights apply.

Your statutory rights are not affected.

How to request a return or cancellation

To request a return or cancellation, please email orders@thekeico.com with the following information:

• Order number
• Full name
• Contact details
• Item or project concerned
• Reason for return or cancellation
• Photographs or videos if relevant
• Whether the item has been used, installed or opened
• Preferred resolution where applicable

Return condition and packaging

Returned items should be safely packaged and protected for transport. Where possible, customers should use original packaging. Customers should not dispose of packaging where there is a delivery damage claim until advised by KeiCo.

Return postage is usually the customer’s responsibility unless the item is faulty, damaged, misdescribed or we have agreed otherwise. Please retain proof of postage or tracking information when returning items.

For large items, collection or return transport may need to be arranged separately. Please contact us before attempting to return any large or heavy item.

Large-item returns and collections

Large wellness products may require specialist collection, pallet transport, private courier, access checks or handling equipment. Return costs and arrangements will depend on the reason for return, product type, collection method, distance and applicable statutory rights.

Refund timing

Where a refund is approved, we will usually process it within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, where applicable. Refunds will normally be made to the original payment method. Payment provider or banking times may vary.

Finance orders

Where an order was purchased using finance, cancellation, refund or complaint handling may also involve the finance provider. Please contact KeiCo in the first instance so the order issue can be reviewed and the appropriate process followed. Finance-related complaints may be handled under the Complaints Policy where applicable.

Where to send return requests

Please do not return any item without first contacting KeiCo. Once your return request has been reviewed, we will confirm the correct return address and process.

Model cancellation notice

To request cancellation where eligible, please email orders@thekeico.com with the following wording and details:

How KeiCo can help

KeiCo aims to resolve issues fairly and practically. If something has gone wrong with delivery, product condition, installation readiness or order fulfilment, our team will review the details and advise on the best next step.