Refund policy

Cancellations & Refunds at Nuovo Luxury Ltd

At Nuovo Luxury Ltd, we aim to offer the best return policies in the industry. If you need to cancel an order, you may do so before it ships for a fee. (Exceptions apply such as custom orders—see below).

If you have any questions, don't hesitate to send an email to support@nuovoluxury.co.uk or call us at +44 (0) 3301336617.

Cancelling Orders Before Shipping

To cancel an order, please get in touch with us as soon as possible so we can provide you with a refund. The refund may be subject to admin and restocking fees. You may reach us through our business hours hotline at 03301336617, or through the chat at the bottom right of the page, or by emailing info@nuovoluxury.co.uk.

Deposit Policy

Please note that once an order has been placed, any deposit paid is non-refundable in the event of cancellation. While our flatpack saunas are not custom-made, significant preparation goes into processing your order, including product allocation, logistics, and arranging delivery schedules. By placing your order and paying a deposit, you are agreeing to these terms.

Custom Orders or "Made To Order" Products

Unfortunately, custom or made-to-order products cannot be cancelled or refunded as they are produced specifically for your order. These products are built to your specifications and commence production once the order is placed. Your warranty will ensure that the product is functional and operational. If you are unsure whether your order is custom, please reach out to us for clarification.

All sales for custom-made and made-to-order products are final.

Refunds and Exchanges

If you need to exchange a product, you may do so. However, as the customer, you will be responsible for packaging the product securely, arranging pick-up/delivery, and any costs incurred during the return and exchange process.

Please note that not all orders are eligible for returns once they have been shipped. As we order our products directly from the manufacturer, if the manufacturer does not permit returns, we cannot offer one. This may vary on a case-by-case basis; if you require specific information regarding your brand and/or product, please get in touch with us.

Due to the increasing costs of LTL/freight shipping, any returns will incur a 25% cancellation fee plus the cost of return shipping. If you are exchanging the product for something else, we may be able to help cover some of the shipping costs depending on the product.

Flatpack Sauna Orders

For our flatpack sauna products, the following specific terms apply:

Final Sale After Delivery: Once your flatpack sauna has been delivered and accepted, we consider the sale final, and we are unable to offer refunds or returns. We encourage you to thoroughly inspect your sauna upon delivery to ensure it meets your expectations.
Customer Responsibility for Ground Preparation: Customers must ensure that the installation site has a solid, level base. Nuovo Luxury Ltd is not liable for any operational issues, such as misalignment of doors, roof, or walls, due to an improper or unlevelfoundation.
Delivery and Offloading Assistance: Customers are required to assist with offloading the sauna from the delivery vehicle. Failure to provide the necessary assistance may result in additional charges or delays, for which Nuovo Luxury Ltd is not responsible.
Assembly Service: If assembly services have been purchased, Nuovo Luxury Ltd will endeavour to schedule assembly within 10 business days following delivery. While we aim to provide timely service, exact dates cannot be guaranteed.
Post-Delivery Storage: Customers are responsible for storing the sauna in a dry and secure environment after delivery. Nuovo Luxury Ltd will not be liable for any damage resulting from improper storage conditions.

Pre-Assembled Sauna Orders

For our pre-assembled sauna products, the following specific terms apply:

Final Sale After Payment: After your payment is completed, your pre-assembled sauna order is considered final. We are unable to process cancellations or refunds once payment has been received. We encourage you to confirm all details before completing your purchase to ensure the product meets your needs.
Electrical Setup Responsibility: Customers must ensure that the electrical setup is adequate and certified by a fully qualified electrician. Nuovo Luxury Ltd provides a two-year warranty covering any faults with the sauna heater or lights, provided the electrical installation has been certified. This warranty does not cover faults or damages resulting from improper electrical setup, misuse, or failure to follow installation instructions.
Ground Preparation: The customer must ensure that the installation site has a solid, level base. Nuovo Luxury Ltd will not be liable for any damage to the sauna caused by an uneven or unstable foundation. Any issues that arise from improper ground preparation, including misalignment or structural damage, are the sole responsibility of the customer.
Crane Delivery: If the customer chooses to arrange their own crane for delivery and installation of the sauna, Nuovo Luxury Ltd will not be liable for any damages that occur during the lifting, positioning, or unloading of the sauna. All risks associated with the crane delivery process, when arranged by the customer, are borne solely by the customer.
Delivery Rescheduling Costs: If a delivery is delayed or needs to be rescheduled on the day of delivery due to issues with the crane company, the delivery vehicle, or any other unforeseen circumstances, Nuovo Luxury Ltd will not be held liable for any additional costs incurred as a result. The customer will be responsible for any rescheduling fees, additional crane hire charges, or other related costs that arise from such delays or the need to reschedule.
Acceptance of Delivery: Once the sauna has been delivered to the customer’s site, it is considered accepted by the customer. At the point of delivery, all responsibility for the sauna, including any risk of damage or loss transfers to the customer. Any claims or complaints must be reported immediately upon delivery, as no further claims will be accepted once the delivery has been completed and acknowledged.
Two-Year Warranty: Nuovo Luxury Ltd provides a two-year warranty covering any faults with the sauna heater or lights. This warranty is valid only if the electrical installation has been carried out and certified by a fully qualified electrician, as specified in these terms. The warranty does not cover faults or damages resulting from improper electrical setup, misuse, or failure to follow installation instructions.
At Nuovo Luxury Ltd, we strive to represent our products as accurately as possible through the images and descriptions on our website. However, please be aware that all our Halo Saunas and pre-assembled saunas are made to order, and as a result, slight variations in colour, design, dimensions, and materials may occur due to the handcrafted nature of our products and the availability of materials.

By purchasing our products, you acknowledge and accept that:
- - Variations May Occur: The final product may have minor differences from the images displayed on our website, including but not limited to texture, finish, and other aesthetic details.
  - No Liability for Variations: Nuovo Luxury Ltd shall not be held liable for any such slight variations or differences between the website images and the delivered product.
  - Custom Orders: Since each sauna is custom-made, returns or exchanges based on these slight variations are not accepted unless the product differs significantly from the agreed-upon specifications at the time of purchase.
By proceeding with the purchase, you acknowledge that you have read, understood, and agreed to these terms and conditions. Nuovo Luxury Ltd will not be held responsible for any liabilities arising from the failure to adhere to these requirements.

Important Disclaimer – Sauna Installation & Maintenance

Our outdoor saunas are crafted from high-quality natural timber and are designed for year-round outdoor use. However, as a natural material, wood will react to environmental conditions such as moisture, temperature fluctuations, and sun exposure. This is not considered a fault but a characteristic of the material.

Proper installation, treatment, and ongoing care are essential to protect your sauna and preserve its structural integrity.

By purchasing this sauna, the customer accepts full responsibility for:

Ensuring appropriate spacing is provided around the sauna for airflow, drainage, and maintenance access (we recommend at least 30cm clearance on all sides).
Installing the sauna on a firm, level base (ideally concrete or decking) that allows for adequate drainage.
Treating the sauna with a suitable breathable wood oil or stain immediately upon installation and reapplying regularly, especially before and after winter.
Keeping the area around the sauna clear of stones, soil, plants, or any material that could obstruct ventilation or retain moisture near the base.
Inspecting and maintaining the structure regularly, including re-securing any fixings and resealing joints if needed.

Failure to follow these requirements may void your warranty. Structural movement, panel warping, or base bowing caused by incorrect installation, insufficient maintenance, or environmental exposure will not be covered under warranty.

If you’re unsure about any part of the installation or aftercare process, please contact us prior to delivery — we’re happy to advise.

Pergola Disclaimer

At Nuovo Luxury Ltd, we are dedicated to delivering high-quality, custom-made pergolas designed to your specifications. To ensure clarity and mutual understanding, please be aware of the following terms and conditions:

Approval of Drawings and Measurements
- Customer Responsibility: Upon receiving the drawings and measurements for your pergola, it is your responsibility to review and confirm that all details are accurate and meet your requirements.
- Agreement to Specifications: By proceeding with the order, you acknowledge and agree to the provided drawings and measurements.
- Liability: Nuovo Luxury Ltd shall not be held liable for any issues arising from inaccuracies in the drawings and measurements once they have been approved by you.
Site Preparation and Installation
- Level Ground Requirement: The installation site must be level and properly prepared prior to installation. An uneven or unprepared site may cause installation difficulties or structural issues.
- Customer Obligation: Ensuring the ground is level is the customer's responsibility. We recommend consulting a professional if you're unsure about site suitability.
- Liability for Site Conditions: Nuovo Luxury Ltd is not liable for problems caused by unsuitable site conditions, including additional costs or delays resulting from necessary adjustments.
Shipping and Delivery Delays
- Potential Delays: Delivery times are estimates and may be affected by factors beyond our control, such as delays at sea, customs inspections, or other logistical issues.
- No Liability for Delays: Nuovo Luxury Ltd is not responsible for any delays in delivery or any costs incurred due to such delays.
- Scheduling Installation: Installation dates will be scheduled once your pergola has arrived in the UK and is in our possession. We cannot provide an exact installation date before this time.
Force Majeure
- Uncontrollable Events: We shall not be liable for any failure to fulfill our obligations due to events beyond our reasonable control, including but not limited to natural disasters, transportation disruptions, or acts of government authorities.
Acceptance of Terms
- Agreement: By proceeding with a purchase from Nuovo Luxury Ltd, you acknowledge that you have read, understood, and agreed to this disclaimer and the terms and conditions herein.

Lighting and Chandeliers Returns Policy

Due to the nature of lighting products, particularly chandeliers and made to order items, we operate a fault based returns policy unless otherwise stated on the individual product page.

Some selected lighting products may display a Free UK Returns notice on the product page. Where this is shown, the specific terms outlined on that product page will apply.

Faults and damage on arrival

If your lighting product arrives damaged or faulty, please contact us within 7 days of delivery.

To allow us to assess the issue, we will require clear photos or video evidence of the fault or damage. Items must not be installed or wired before inspection.

Once a fault or transit damage is confirmed, we will offer one of the following solutions at no additional cost to you:

• Replacement parts

• A replacement item

• A repair solution

• A refund if a replacement is not possible

Made to order and imported lighting

Many of our lighting products, including chandeliers and larger statement pieces, are made to order and shipped internationally.

For this reason, we do not accept returns for:

• Change of mind

• Colour temperature preference

• Size or proportion preference

• Suitability for your space

• Installation or electrician related issues

Once a lighting product has been installed or wired, it cannot be returned.

Natural variations

Lighting products made from natural materials or handcrafted finishes may show slight variations in:

• Wood grain

• Colour tone

• Texture or finish

These variations are inherent to the materials used and do not constitute a fault.

We’re here to help before you buy

If you are unsure about sizing, colour temperature, finish or suitability for your space, we strongly recommend contacting our team before placing your order.

We are always happy to advise and help you choose the right lighting for your project.

Shipping Timing

At Nuovo Luxury Ltd, we strive to deliver your order as soon as possible. Shipping estimates are given on each product page specific to that product. Shipping times are estimated based on information from our suppliers and freight companies and may change without notice due to supply chain issues, high demand, factory and warehouse delays, etc.

Order delays are unavoidable and outside of our control. While this may be frustrating, we ask for your understanding in these challenging times. We appreciate your business and thank you for your patience.

Important Information

When making a purchase from Nuovo Luxury Ltd, you are acknowledging the following terms in our Agreement:

I understand that I must inspect the package upon delivery and report any damage, with photos, to info@nuovoluxury.co.uk within 24 hours of receipt. Nuovo Luxury Ltd does not accept any damage claims that are not reported within 24 hours of delivery.
I understand that I am responsible for the cost of return shipping and the cost of new product shipping for a refund or exchange.
I understand that products must be returned unopened and unused, with a potential restocking fee.
I understand that once an order has left the warehouse, I am unable to receive a full refund for cancellation.
I understand that I will be responsible for paying return shipping fees and restocking fees, which vary by product but are usually around 20% if I return an order that has been shipped.
Items bought on sale are not eligible for a refund.
If I cancel my order before it has shipped I will still be liable to pay a 2.7% transaction fee, plus a cancellation fee.
If I have paid a deposit for a product, this deposit is non-refundable.
I cannot return my product if it has been used.
I cannot return my product if I have not reported any faults or damages within 48 hours of receiving my order.
I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Nuovo Luxury.
I understand if I do not use the product as stated by the manufacturer in the warranty or the product page, then I will not qualify for a warranty claim.
I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimated time provided to me turned out to be incorrect due to factors outside the control of Nuovo Luxury Ltd (such as manufacturing and logistical constraints of our partner companies).

Damages

At Nuovo Luxury Ltd, the satisfaction of our customers is our top priority. To ensure that you receive the products in the best possible condition, we encourage you to inspect the packaging of your items upon delivery. Damage claims or damage refunds will not be accepted if you fail to report them within 24 hours. If you notice any damages immediately on delivery, please report it to the driver and make a note of it on the delivery sheet, and send us photos of the damage, along with the box and SKU, along with a brief description to info@nuovoluxury.co.uk within 24 hours.

Warranty

The warranty for our products may vary depending on the manufacturer. Please check the individual product pages for specific details. Nuovo Luxury Ltd provides a two-year warranty covering any faults with the sauna heater or lights for pre-assembled saunas, provided the electrical installation has been certified by a fully qualified electrician. This warranty does not cover faults or damages resulting from improper electrical setup, misuse, or failure to follow installation instructions. Any malfunctions that occur over time or from use are not covered under warranty. If an item was damaged upon arrival and was not reported within 24 hours, it will not be considered a warranty claim. For customers outside the UK: If the customer needs to send the product they purchased back to the warehouse for changes or alterations, the customer will be responsible for paying all transport costs involved. You must use the products in accordance to their proper usage guidelines to qualify for a warranty claim.

BOGO Promotions

In case of a BOGO promotion, both items must be returned to receive a full refund. If only one item is returned, you will receive a replacement of that item or store credit for the value of the item when purchased alone. If your order has already been shipped, you will also be responsible for the shipping charges and potentially a restocking fee, depending on the manufacturer. Refunds will only be issued to the original credit card used for placing your order.

Terms and Conditions

Individual items may have different return policies, please check the details on each product page, or look at our returns policy page for the specific product or category. Please check the individual product pages for details or contact returns@nuovoluxury.co.uk for more information.

Chargebacks

Our customer service team is here to assist you with any issues you may have. We have made our policies as fair as possible and believe they are the best in the industry. If you have any concerns, please do not hesitate to contact us and we will do our best to resolve the issue for you.

Filing a fraudulent chargeback will be considered theft and may result in criminal liability. If you have not received a product or have an issue with a product you have received, please contact us and we will help resolve the issue.

Contact support@nuovoluxury.co.uk for any questions or concerns.

By using our website, you agree to these terms and conditions. If you do not agree, please do not use the site.