Returns
Beyond your right to cancel, Universe of Comfort is happy to offer a 30 day returns policy for unwanted goods. This is 30 calendar days from and inclusive of the day of receipt of the goods, until day 30 at midnight. You must inform us in writing via email to support@universeofcomfort.com by this date, of your wish to return the goods.
The goods must not be unpacked and be sent back in the same condition as they were received. Once Universe of Comfort has been informed of the customer's intention to return products, the goods must be received at the point of dispatch within 7 calendar days.
All items must be returned along with their original packaging and with sufficient protection to avoid damage occurring in transit. The customer is wholly responsible for the return goods in transit and any damage. Goods must be sent by secure carrier and signed for. The customer is liable for any loss or damage to the returned goods, and if the goods are damaged on arrival, no refund will be offered. You must therefore insure the goods are insured for their value with your chosen courier/haulier. If the goods arrive in an unsuitable condition such as damage or lack of original packaging or parts, no refund will be offered, you will be advised that your goods will be held for 14 days and will be welcomed to collect them, after which they will be disposed of.
In the event that the goods were sent directly from a supplier, the return must be made to the dispatch depot. All supplier fulfilled return charges, including restocking charges, handling charges and haulage charges must be paid in full by the customer. Each manufacturer has specific return policies, including non-return policies, which will apply to the customers’ orders.
If the customer believes an order or part of an order to be faulty, please do not return the item before contacting our sales team to explain the problem. With regards to a fault, no full or part refunds or replacements can be issued without first establishing with Finnmark Limited and the manufacturer that the fault lies with the product, in line with the Faulty Products section above.
3.3. Receiving your refund
We will issue all refunds using your original payment method. If you originally paid for a product by debit or credit card, a refund will be issued to the same card used for payment.
Once goods have been received by Finnmark Limited, it will be inspected to ensure no transit damage and check the goods are in a resalable condition, refunds will be processed within 7 days. Refunds on goods returned directly to manufacturers are subject to longer processing periods. Only once Finnmark Limited have received confirmation of the refund from the supplier the refund will be processed and any manufacturer's charges deducted.
Delivery fees and charges will not be refunded.
3.4. Processing of Refunds
Once received and the return successfully passes inspection your refund will appear in your account in 3-5 days.
Your refund can take up to 14 days to appear in your account.
Once received and the return successfully passes inspection your refund will appear in your account in 3-5 days.
Your refund can take up to 14 days to appear in your account.
3.5 Further Exclusions
Unfortunately, we can’t accept returns or provide exchanges for:
- Made to measure goods
- Bespoke fabricated goods
- Design Services and Design Fees
- Complete saunas and sauna cabins
- Gift cards
- Perishable items
- Out of date products
- Products that were marked as non-returnable when you bought them
- Sale or Clearance Items
- Shipping costs of items that have been collected/dispatched.
- Items for which packaging have been opened to try on for sizing, such as dressing gowns and shorts
