Terms & Conditions

These Terms & Conditions apply to purchases, quotations, orders, deliveries, installations and services supplied by KeiCo Living Ltd T/A The KeiCo. They should be read alongside your quotation, order confirmation, invoice, product specification, support policies, warranty information and any written agreement issued by KeiCo.

1. About us

These Terms and Conditions apply to the sale and supply of goods and services by KeiCo Living Ltd trading as The KeiCo.

These Terms apply to online orders, quotations, purchase orders, installation orders, servicing orders and any other sale of Goods or Services by us.

2. Definitions

• “Company”, “we”, “us” or “KeiCo” means KeiCo Living Ltd trading as The KeiCo.
• “Customer”, “you” or “your” means the person, company or organisation purchasing Goods and/or Services from us.
• “Consumer Customer” means an individual acting wholly or mainly outside their trade, business, craft or profession.
• “Business Customer” means a company, partnership, sole trader, organisation or individual purchasing wholly or mainly for business, trade, commercial, hospitality, rental, public, shared-use or professional purposes.
• “Goods” means any sauna, wellness pod, heater, controller, sauna stones, cold plunge, accessories, timber, equipment, materials, components or related items supplied by us.
• “Services” means any delivery, installation, assembly, electrical work, commissioning, servicing, maintenance, design, advisory, project management or related work supplied by us.
• “Order” means the accepted quotation, online order, order confirmation, invoice, purchase order or other written confirmation of the Goods and/or Services to be supplied.

3. Contract formation

A quotation is not a binding contract until we accept your order in writing, receive the required deposit or payment, or otherwise confirm acceptance.

We may reject an order where Goods are unavailable, pricing or description errors have occurred, delivery is not available, site/access conditions are unsuitable, payment authorisation fails, or we reasonably consider the order cannot be fulfilled safely or lawfully.

By placing an order, paying a deposit, accepting delivery, or allowing Services to begin, you agree to these Terms.

These Terms should be read together with your quotation, order confirmation, scope of works, specification, electrical scope, maintenance guidance and handover documents.

4. Consumer rights

Nothing in these Terms affects a Consumer Customer’s statutory rights.

We are responsible for supplying Goods that meet applicable consumer rights, including that Goods are as described, of satisfactory quality, fit for purpose, and correctly installed where installation is part of our contract.

We are responsible for performing Services with reasonable care and skill.

Warranties and manufacturer guarantees are in addition to, and do not replace, statutory rights.

5. Quotations and specifications

Quotations are valid for 30 days unless stated otherwise.

Quotations are based on information available at the time. If site conditions, access, utilities, base or foundation, specification, supplier costs or customer requirements change, we may revise the quotation.

Product images, renders, drawings, lifestyle photographs, display models and website descriptions are for guidance. We take reasonable care to describe Goods accurately, but actual Goods may vary in natural material appearance, grain, tone, knots, minor movement, finish and dimensions within reasonable tolerances.

Any changes requested after order acceptance must be agreed in writing and may affect price, delivery, lead time and installation scheduling.

We may make minor technical changes or substitute components or materials with alternatives of similar or better quality where required by availability, safety, compliance, design improvement or supplier change, provided the overall specification is not materially reduced. Material changes will be discussed where reasonably possible.

6. Prices, VAT and payment

Prices are as stated in the quotation, online checkout or order confirmation.

Consumer-facing prices include VAT unless clearly stated otherwise. Trade or business prices may be stated exclusive of VAT, with VAT shown separately.

Delivery, installation, specialist access, crane/forklift hire, electrical works, base works, storage, permits and other additional costs are included only where expressly stated.

A deposit may be required before procurement, manufacture, allocation, scheduling or installation.

Unless stated otherwise, the final balance is due before delivery, before installation, or at practical completion as stated in the order confirmation.

For larger, made-to-order or installation-led projects, staged payment terms may apply where stated in the quotation or order confirmation. A typical staged payment structure may be:

• 50% deposit to secure production, procurement and scheduling
• 40% prior to or upon delivery to site
• 10% on practical completion or handover

We may suspend manufacture, procurement, delivery, installation, handover, commissioning, aftercare or support where payment is overdue.

Business Customers may be charged statutory commercial interest and recovery costs for late payment. Consumer Customers may be charged reasonable interest at 4% per annum above the Bank of England base rate, where lawful and proportionate.

7. Finance and third-party payment providers

Where finance or third-party payment options are offered, they are subject to the relevant lender or payment provider’s terms, eligibility checks and approval.

Your finance agreement is separate from these Terms. Any issue with Goods or Services should be raised with us first using our complaints process.

8. Delivery

Delivery dates are estimates unless expressly confirmed in writing as fixed dates.

We will take reasonable steps to deliver within agreed or estimated timescales, but delays can occur due to manufacture, suppliers, freight, customs, weather, access, customer readiness, third-party trades or events outside our reasonable control.

Delivery is normally to the nearest suitable kerbside, driveway or access point unless the order expressly includes additional positioning, installation, crane, forklift or specialist handling.

You must provide accurate delivery information and disclose access restrictions, narrow roads, steep slopes, steps, gravel or soft ground, overhanging trees, low bridges, parking restrictions, private or shared roads, permits, weight limits, waiting restrictions and any other issue that could affect delivery.

If you delay delivery after Goods are ready, we may invoice the balance and charge reasonable storage and administration costs.

9. Site access and readiness

You are responsible for ensuring the installation site is ready before our team attends unless the relevant works are expressly included in our scope.

You must ensure safe, clear and suitable access; a level, stable, load-bearing and correctly sized base or foundation; suitable drainage and ventilation; required electrical supply, isolator, cable route and certification; required water and drainage where relevant; removal of obstructions; safe working conditions; children, pets and unauthorised persons kept away from the work area; and all permissions and approvals in place.

10. Base and foundation requirements

Saunas, wellness pods and related structures require a suitable base or foundation.

Unless expressly included, we do not design, supply or certify the base/foundation.

The base must be level, stable, structurally adequate, free-draining, suitable for the product’s loaded weight, and prepared to the dimensions and tolerances we specify.

We are not responsible for movement, settlement, instability, water pooling, rot, distortion, poor door operation or performance issues caused by an unsuitable base/foundation, poor drainage, ground movement, or third-party groundwork.

11. Planning, permissions and compliance

Unless expressly stated in writing, you are responsible for checking and obtaining any planning permission, building regulation approval, landlord/freeholder consent, conservation/listed-building consent, commercial use approval, insurance approval, road/access permission and any other required approval.

Any planning, layout, base, electrical or specification guidance we provide is general guidance only unless you have purchased a specific professional design or compliance service.

We are not responsible for costs, delays, redesign, relocation, refusal, enforcement action or removal caused by missing permissions or approvals.

12. Electrical scope: heater supply, installation and commissioning

Electrical scope is included only to the extent expressly stated in your quotation or order confirmation.

Heater Supply Only means we supply the heater, controller, stones and/or related parts only. It excludes electrical design, supply cable, isolator, circuit protection, RCD/RCBO/MCB selection, earthing, second fix, connection, testing, certification, notification, commissioning, WiFi/controller setup and fault diagnosis.

First-Fix Preparation means preparatory electrical works described in the quotation. It does not include final connection, testing or commissioning unless expressly stated.

Second-Fix Connection means final connection of the heater, controller or sensors to a suitable prepared supply, where included.

Commissioning means bringing the heater/controller system into operational use, testing controls/sensors where safe and possible, and providing basic operating guidance, where included.

Where we do not provide full electrical installation and commissioning, you must appoint a suitably qualified electrician to design, install, connect, test, certify and commission the installation in accordance with manufacturer instructions, BS 7671, Part P/Building Regulations where applicable, and all relevant laws and standards.

Where electrical works are being completed by your own electrician, KeiCo may provide manufacturer manuals, product information, wiring guidance where available, previous installation reference images, and reasonable liaison with the appointed electrician. This support is guidance only and does not replace the electrician’s responsibility for final design, testing, certification and compliance unless electrical works are expressly included within KeiCo’s scope.

You must provide all required electrical certification before we connect, commission or hand over any system where certification is relevant.

We may refuse to connect, energise or commission any electrical component where we consider the installation unsafe, incomplete, unsuitable, incorrectly specified, uncertified, inaccessible, non-compliant or inconsistent with manufacturer instructions.

Where electrical second fix or commissioning is carried out by your electrician or another third party, our workmanship warranty does not cover that work.

We are not responsible for faults caused by third-party electrical works, including incorrect supply, incorrect protection, poor earthing, undersized cable, incorrectly installed isolators, sensor/control wiring errors, nuisance tripping, incorrect WiFi/controller setup, unsafe works, non-compliance, or failure to follow manufacturer instructions.

Where we supplied the heater or controller and you believe the product itself is defective, you must notify us promptly with order details, photographs/videos, serial numbers, electrical certification and your electrician’s findings. Manufacturer warranty routes may apply. Your statutory rights are not affected.

Unless your order expressly includes “Full Electrical Installation & Commissioning”, your sauna may be structurally complete but not electrically operational at handover.

13. Wood-burning heaters, flues and ventilation

Wood-burning heaters, flues, hearths, shielding and ventilation must be installed and used in accordance with manufacturer instructions and all applicable regulations.

Unless expressly included in our written scope, we are not responsible for chimney or flue certification, smoke control area checks, insurance approval, planning or building approval, or third-party solid-fuel compliance.

14. Installation

Installation includes only the works expressly stated in the quotation, order confirmation or agreed written scope.

We will carry out installation works with reasonable care and skill.

Installation dates may be changed where conditions are unsafe or unsuitable, including high winds, storms, heavy rain, ice, snow, access hazards, site unreadiness, missing utilities, missing certification, or health and safety concerns.

We are not responsible for delays or additional costs caused by third-party trades, customer changes, late decisions, missing approvals, unavailable utilities, hidden services, unsuitable structures, or inaccurate information supplied to us.

15. Handover and practical completion

On completion, we will ask you or your authorised representative to inspect the works and sign a handover or completion document.

Any visible defects, missing items or snagging items should be recorded on the handover document where possible.

Signing confirms practical completion of the works described, subject to any recorded snagging items. This does not affect statutory rights or warranty rights for defects not reasonably apparent at the time.

If you are unavailable for handover, we may complete handover by email, photographs, report or another reasonable method.

16. Risk and ownership

For Consumer Customers, risk passes when Goods come into your physical possession or the physical possession of a person nominated by you, except where you arrange your own carrier.

For Business Customers, risk passes on delivery, unloading, collection by your carrier, or handover, whichever applies.

Ownership remains with us until all sums due for the Goods and Services have been paid in full.

Once risk has passed, you must keep Goods safe, secure, weather-protected and insured.

17. Cancellation and returns: Consumer Customers

Consumer cancellation rights depend on how the order was placed and what has been ordered.

For eligible distance sales of standard Goods, you may have the right to cancel within 14 days from the day after the Goods are delivered.

For Services, you may have the right to cancel within 14 days from the day after the contract is made.

You do not have a right to cancel, or the right may be limited, for Goods that are bespoke, personalised, made-to-measure, made-to-order, manufactured to your specification, clearly customised, or inseparably incorporated after delivery.

Where you expressly ask us to start Services within the cancellation period, you may be required to pay for Services performed up to the point of cancellation.

Where Services are fully performed within the cancellation period at your express request and you acknowledge that cancellation rights will be lost once completed, the right to cancel those Services may end.

Where cancellation rights apply, you must notify us clearly by email or using the model cancellation wording set out in our Returns & Cancellations guidance.

You are responsible for return costs for bulky Goods where this has been disclosed before purchase, unless the return is due to our fault.

Goods returned after cancellation must be complete, unused, undamaged, safely packaged and in resaleable condition. We may make a lawful deduction where Goods have been handled beyond what is necessary to establish their nature, characteristics and function.

18. Cancellation and returns: Business Customers

Business Customers have no automatic right to cancel unless stated in the quotation or agreed in writing.

If a Business Customer cancels, we may charge all costs, losses, supplier commitments, restocking costs, design fees, administration, transport, storage, labour and lost installation time reasonably incurred.

19. Deposits, bespoke orders and made-to-order goods

Deposits are used to reserve production, stock, installation capacity, procurement and project administration.

Once procurement, manufacture, design, scheduling or allocation has started, we may deduct or retain all or part of the deposit to cover costs and losses incurred, subject to statutory rights.

Bespoke, personalised, made-to-measure, made-to-order or specially configured Goods may not be cancellable once manufacture, procurement, allocation or customisation has started, except where required by law.

20. Delivery damage, shortages and visible defects

Please inspect Goods on delivery.

Any visible damage, missing boxes, packaging damage or shortage should be recorded on the delivery note where possible and reported to us as soon as reasonably possible, ideally within 48 hours.

Please provide photographs of the Goods, packaging, labels and any damaged area.

Prompt reporting helps us resolve carrier, supplier or manufacturer issues. This does not remove Consumer Customer statutory rights for issues not reasonably apparent on delivery.

21. Product warranties

Manufacturer warranties apply where provided and are subject to the manufacturer’s terms.

KeiCo structural warranty applies where stated on the product page, quotation or warranty document. Current standard structural cover for eligible KeiCo saunas is 2 years under normal domestic use unless stated otherwise.

KeiCo installation workmanship is warranted for 12 months from completion unless stated otherwise.

Extended cover under KeiCo Care™ or Signature Care™ applies only while the plan remains active, paid and maintained in accordance with the plan terms.

Commercial, shared-use, hospitality, gym, rental, public or high-frequency use may require a commercial specification and may have different warranty terms.

22. Warranty exclusions

Warranty cover does not apply to misuse, neglect or accidental damage; normal wear and tear; lack of maintenance; failure to follow instructions; unauthorised modification or repair; customer or third-party installation errors; incorrect or uncertified electrical works; incorrect supply, circuit protection, earthing, sensor wiring or controller wiring; unsuitable base/foundation or ground movement; poor drainage, standing water or inadequate ventilation; storm, flood, fire, frost, extreme weather or external impact; natural timber movement, checking, expansion, contraction, knots, grain, resin, colour variation and weathering; untreated or inadequately treated timber; consumables and wear items unless covered by manufacturer warranty; or use outside the agreed domestic/commercial specification.

Outdoor timber products naturally move, weather, expand and contract. Minor cracks, checking, knot movement, colour change, fading, resin and surface variation are not defects unless they materially affect structural integrity or safe use.

23. Maintenance

You are responsible for routine maintenance after handover.

You must follow our maintenance guidance, including timber treatment, cleaning, ventilation, drainage checks, heater care, stone rotation/replacement, tightening/adjustment checks, water care where applicable, and seasonal care.

Failure to maintain the Goods may invalidate warranty cover and reduce product life.

24. Customer-supplied goods and third-party works

We are not responsible for customer-supplied goods unless expressly agreed.

We are not responsible for faults, delays, incompatibility, damage or additional costs caused by third-party trades or works outside our agreed scope.

Where we are asked to work around third-party works, we may charge additional costs if those works are incomplete, unsafe, unsuitable or not to the agreed specification.

25. Health and safety

You must provide a safe working environment.

Children, pets and unauthorised persons must be kept away from delivery and installation areas.

We may stop work or leave site if conditions are unsafe, abusive, obstructive, unlawful or materially different from those disclosed.

26. Photography and marketing

We may take photographs or videos of works for internal records, quality assurance, training, warranty, insurance and portfolio purposes.

We will not intentionally publish personal data, identifying people, house numbers, addresses or sensitive location information without consent.

You may opt out of marketing photography by notifying us before installation or at handover.

27. Limitation of liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory rights that cannot be excluded, or any liability that cannot lawfully be excluded.

For Business Customers, we are not liable for loss of profit, loss of business, loss of revenue, business interruption, loss of goodwill, loss of opportunity, loss of use, indirect loss or consequential loss.

For Business Customers, our total liability is limited to the price paid under the relevant Order.

For Consumer Customers, we are responsible for foreseeable loss caused by our breach of contract or negligence. We are not responsible for business losses where Goods or Services were supplied for domestic/private use.

28. Force majeure

We are not liable for delay or failure caused by events outside our reasonable control, including severe weather, storms, fire, flood, supplier delay, manufacturing delay, transport disruption, customs delay, strikes, labour shortage, illness, utility issues, accidents, government restrictions or other events beyond our reasonable control.

Where delay is substantial, we will discuss reasonable options with you.

29. Complaints

Complaints should be sent to orders@thekeico.com or to our trading address and will be handled in accordance with our Complaints Policy where applicable.

Please include your order number, contact details, photographs/videos, relevant certificates, and a clear description of the issue.

We will review complaints fairly and aim to respond within a reasonable time.

30. Data protection

We process personal data in accordance with our Privacy Policy and applicable data protection law.

We may share relevant order, delivery, installation, warranty or payment information with suppliers, manufacturers, delivery partners, finance providers, electricians, installers or service providers where reasonably necessary to fulfil your order or resolve support issues.

31. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales.

Business Customer disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

Consumer Customers may have mandatory rights to bring proceedings in their local jurisdiction where applicable.

32. Entire agreement

These Terms, the quotation, order confirmation, specification, electrical scope and written scope documents form the agreement between you and us.

You should not rely on statements, promises or assurances not included in the written agreement, except where the law says otherwise.

Nothing in these Terms excludes liability for fraud, fraudulent misrepresentation, or consumer rights that cannot be restricted.