Refund policy

Our Return/Refund Policy may vary due to brand, Please check the individual product for the return timeframe and information.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@romanoasis.co.uk

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@romanoasis.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Cancellations and refunds

• Before dispatch/production: Contact us ASAP. Made-to-order orders may be cancellable early (e.g., within 48 hours) with no/minimal fee; later cancellations may have fees (materials/labor). Ready-stock: Full refund if not dispatched.
• After dispatch: You cover return costs (large items = high fees; often £200+). Refunds only to original payment method.
• No change-of-mind returns on made-to-order/custom items.
• Faulty/defective items: Covered under warranty—free return/repair/replacement. Refunds processed within 14 days of receiving returned goods.

Exchanges
The fastest and most simple way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

14 day Cooling off period
Notwithstanding the above, customers have the right to cancel their order within 14 days of delivery in accordance with applicable consumer protection laws, including the Consumer Contracts Regulations 2013. This right allows for reasonable inspection of the goods. After the 14-day cancellation period has expired, refunds are only available where goods are faulty or not as described.

Replacement Items
Where a product has been repaired or replaced as a remedy under the Consumer Rights Act 2015, the replacement item forms part of the original contract and does not restart the statutory cancellation (cooling-off) period. Any further refund rights apply only if the replacement item is faulty or not as described.

Assembled Products
Some products (including wooden hot tubs and saunas) are supplied as self-assembly kits (flat-pack). Customers are responsible for correct installation in accordance with the manufacturer’s instructions. We recommend using a qualified professional if unsure. We are not responsible for issues arising from incorrect assembly, handling, unsuitable foundations, or failure to follow installation and care guidance.

Wood is a natural material and may expand, contract, settle, or develop minor cracks depending on environmental conditions. Initial leakage during the swelling period, small gaps, or timber movement are natural characteristics and not faults.

Products must be assembled promptly (2 weeks) after delivery and filled immediately where required.

Where a genuine manufacturing defect is proven, remedies will be provided in line with the manufacturer’s warranty.

Deposits
Please note that all pre-order deposits are non-refundable. By placing a deposit, you are reserving a product that is made or allocated specifically for you, and as such, we are unable to offer refunds on these payments.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@romanoasis.co.uk