Returns and refunds
If you have bought something from us and changed your mind, you may send it back. This page explains exactly how, how long you have, and who pays for what. It also explains the one case where the rules are different — a sauna built to your own specification.
These terms apply to consumers buying from us at a distance within the European Union. They do not limit any right the law already gives you.
Who you are dealing with
Sauna4Soul is a brand of EK Wood, SIA
Registration number 43603060539 · VAT LV43603060539
Atmodas iela 70-6, Jelgava, LV-3007, Latvia
[email protected]
Changing your mind: 14 days
You have 14 days to withdraw from your purchase without giving any reason.
The 14 days start on the day you — or somebody you named — physically receive the goods, not the day you ordered them. If one order arrives in several parcels, the clock starts with the last one.
To keep the right, you only have to tell us within those 14 days. Sending the item back can happen afterwards.
What this does not cover
Saunas built to your specification. Every sauna we make is configured by the person buying it — the size, the heater, the wood, the finish. Under EU law, goods made to a consumer’s own specification are excluded from the 14-day withdrawal right, and a Sauna4Soul sauna is such a product. This is not a way of avoiding responsibility: if a sauna arrives damaged, faulty or not as agreed, your rights are untouched, and they are described further down.
Sealed goods that cannot be returned for reasons of hygiene, where the seal has been broken after delivery — for example oils and other body-care products. Unopened, they can be returned like anything else.
Telling us
Write to [email protected] with your order number and what you are sending back. A plain sentence is enough. If you prefer a form, there is one at the bottom of this page, but you are not obliged to use it.
We will confirm that we have received your message.
Sending it back
Please send the goods back within 14 days of telling us. Send them to:
EK Wood, SIA — Sauna4Soul returns
Lapu iela 10, Jelgava, LV-3008, Latvia
You pay the cost of returning the goods. We say this here because the law requires us to tell you before you buy: if we did not, we would have to carry that cost ourselves.
You may unpack an item and look at it the way you would in a shop. If it has been handled more than that, and its value has fallen as a result, we may deduct that loss from your refund.
Your refund
We refund you within 14 days of receiving the goods back, or of you showing us that they have been sent — whichever happens first.
The refund goes back by the same means you paid, and costs you nothing. It includes the price of the goods and the standard delivery charge you paid to receive them. If you chose a faster or more expensive delivery than our standard one, we refund the standard rate.
If something arrives damaged, faulty or not what you ordered
That is a different matter, and a stronger right. It is not the 14 days above: goods must be as described and fit to use, and under EU law you may raise a fault for two years from delivery.
In that case we pay the return postage, and we repair, replace or refund. Write to us with your order number and a photograph if the damage is visible — it is usually the quickest way for us to put it right.
This applies to saunas as well, even though the 14-day withdrawal right does not.
If we cannot agree
Tell us first — most things are settled in an e-mail. If we cannot resolve it between us, a consumer in Latvia may approach the Consumer Rights Protection Centre (Patērētāju tiesību aizsardzības centrs), and any EU consumer may use the European Commission’s online dispute resolution platform.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. You do not have to use it — an e-mail saying the same thing is enough.
To: EK Wood, SIA, Atmodas iela 70-6, Jelgava, LV-3007, Latvia — [email protected]
I hereby give notice that I withdraw from my contract of sale for the following goods:
Goods: ______________________________________________
Ordered on / received on: ______________________________
Order number: __________________________________________
Name: __________________________________________________
Address: _______________________________________________
Signature (only if this form is sent on paper): ________
Date: __________________________________________________
Last updated: 10 August 2026.