Refund policy

Returns and Refund Policy

30-Day Returns Balance Recovery offers a general 30-day return window. You have up to 30 days from the date your order is received to request a return. Please note that certain items are excluded from no-fault returns, and these exclusions are clearly outlined on the relevant product pages and in the exceptions below.

Return Policy Exceptions

Ogawa Products – 14-Day Return Period

  • You have a right to change your mind and cancel your order within 14 days of receiving your goods.

  • To initiate a return, please email us at contact@balancerecovery.co.uk with your name, address, and order details. Once you have notified us, you must return the goods (or allow us to collect them) within 14 days.

  • Condition: Items must be in the exact condition you received them—unused, with tags, and in their original packaging. For health and hygiene reasons, unsealed products cannot be returned.

  • Refunds & Deductions: We will refund the price you paid, including standard delivery costs (premium delivery upgrades are not fully refunded). We reserve the right to reduce your refund to reflect any reduction in the value of the goods if they have been handled in a manner not permitted in a retail shop.

  • Return Shipping: We will cover the costs of return if the items are faulty, misdescribed, or if you are exercising your 14-day cooling-off right. If we collect the product from you, we may charge you the direct collection cost, depending on the circumstances.

  • Refunds will be processed within 14 days of us receiving the goods back, or within 14 days of you providing evidence that the product has been sent back.

Oxygens Soft Shell Hyperbaric Chambers – 7-Day Return Period (Note: Oxygens Hard Shell Chambers are custom-made to order and are non-returnable. See MTO Products below).

  • You must contact us via email at contact@balancerecovery.co.uk within 7 days of delivery to initiate a return.

  • Items must have been purchased within the last 7 days, be completely unused, and securely repackaged in their original packaging.

  • For health and hygiene reasons, chambers that have been unsealed, used, or personalised cannot be returned.

  • Fees: Returns and cancellations for Oxygens Soft Shell Chambers are subject to a restocking and administration fee. Additionally, a mandatory pickup/return delivery fee starting from £185.00 + VAT applies to all returns.

  • We cannot be held responsible for goods damaged or lost in the return shipment.

  • Refunds for these specific products will be issued no later than 14 days after the returned goods are safely received and inspected at the supplier's warehouse.

Holl’s, Sauna France And Net Spa - 14-Day Return Period

  • You must contact us via chat, phone, or email within 14 days of delivery to initiate a return.

  • Items must be unused, securely repackaged in original packaging with all accessories and the return label attached.

  • Collection will be arranged via home pickup (for bulky items) or a designated carrier drop-off point.

  • Returns and cancellations for these products are free of charge. You have 14 days from the date of delivery to return the product at no cost.

  • If rejected before delivery, shipping and return fees will be deducted from the refund.

  • Refunds may take up to 10 working days to process.

Jaquar Products – 7-Day Return Period Please refer to the relevant Jaquar product page for full terms. Summary:

  • You must contact us via chat, phone, or email within 7 days of delivery to initiate a return.

  • Items must be securely repackaged in original packaging with all accessories and the return label attached.

  • Collection will be arranged via home pickup (for bulky items) or a designated carrier drop-off point.

  • Returns and cancellations for Jaquar products are free of charge. You have 7 days from receipt to return the product at no cost.

  • If rejected before delivery, shipping and return fees will be deducted from the refund.

  • Refunds may take up to 10 working days to process.

Made-to-Order (MTO) Products

Balance Recovery offers bespoke, made-to-order products, including customised saunas and hardshell chambers. Due to their personalised nature, different return terms apply.

Why MTO Products Cannot Be Returned MTO items are manufactured to your specific requirements and cannot be resold. Once production has begun, cancellations, returns, or refunds cannot be accepted. We strongly recommend carefully reviewing all order details before confirmation, including dimensions, materials, features, and finishes.

Warranty Coverage for MTO Products Although returns are not accepted, all MTO products remain fully covered under the manufacturer’s warranty in the event of defects or faults.

MTO Product Categories:

  • Balance Recovery Saunas

  • Balance Recovery Ice Baths

  • Balance Recovery Redlight Beds

  • Balance Recovery Redlight Panels

  • Celsium Saunas

  • Genevas Saunas

  • Kuut Saunas

  • Viking Industrier Saunas

  • Sauna Air Saunas

  • Oxygen’s Hard Shell Hyperbaric Chambers

Condition of Returned Items (General Policy)

To qualify for a standard return, items must:

  • Be unused and in original condition

  • Include all original tags and packaging

  • Be accompanied by proof of purchase

If these conditions are met, no restocking fee will apply. If items show signs of use, have been installed, are missing packaging or components (including manuals), or are not in resaleable condition, a 20% restocking and repackaging fee will be charged. If the item is damaged and not covered by warranty, the return will be refused, and you will also be responsible for the return shipping costs.

To request a return, please email: contact@balancerecovery.co.uk. Unauthorised returns will not be accepted.

Order Cancellations

If you wish to cancel an order, please contact our customer service team as soon as possible via phone or email to avoid unnecessary charges.

  • Orders cancelled before dispatch will receive a full refund.

  • If the order has already been shipped, the relevant return policy will apply, and the customer will be responsible for return shipping costs.

Damaged or Incorrect Items

Please inspect your delivery immediately. If the product is damaged, defective, or incorrect, notify us within 24 hours. In such cases, you will be entitled to a replacement or a full refund at no additional cost.

Exchanges

To exchange an item, return the original product first. Once the return has been approved, you may place a new order for the desired replacement.

Refund Process

Once your return has been received and inspected, you will be informed of the decision. Approved refunds will be processed to the original payment method within 10 working days (unless otherwise stated in the exceptions above). Please allow additional time for your bank or card provider to complete processing.

If you have not received your refund within 15 working days of approval, please contact us at contact@balancerecovery.co.uk.