Last Updated: July 11, 2025
Scope of Service This policy applies to retail orders shipped to addresses within the Republic of Ireland. Shipments to other EU countries, the UK, or internationally are quoted individually. Customs duties, brokerage fees, and VAT for non-Irish deliveries remain the customer’s responsibility.
Order Processing and Lead-Times Once full payment (or, for custom work, the required deposit) clears, orders enter a processing phase.
Stocked accessories and replacement parts ship immediately after processing; no additional lead-time applies.
Standard models (saunas, ice baths, heaters) typically deliver in 8–12 weeks.
Custom aluminum windows require detailed shop drawings and customer approval; production and delivery together take 4–6 weeks. Freight for these window orders is quoted individually once final dimensions, crate sizes, and delivery zone are confirmed, usually 7–10 days before dispatch.
Other made-to-order items—including custom saunas, prefab modules, and thermally modified decking and cladding—ship in 8–12 weeks, depending on complexity.
Published lead-times do not account for customs delays on international orders.
Shipping Methods Free curbside delivery with lift-gate service is included for eligible products and locations. Upgrades to threshold or white-glove service, as well as last-mile fees for roads unsuitable for large vehicles, are billed separately. If the carrier cannot reach you within 48 hours to schedule delivery, storage or redelivery charges will be charged to the card on file.
Receiving Your Shipment Inspect all packages thoroughly before signing the delivery docket. Note visible damage and request the driver’s co-signature.
Open the shipment immediately. Concealed damage must be reported within 48 hours with photos or video. If the driver cannot wait, write “POSSIBLE CONCEALED DAMAGE” on the delivery docket.
Call Eco Hearth at +353 1526 2939 before refusing delivery; unauthorized refusals are treated as returns under Section 8.
Return Authorization (RAN) You must request a Return Authorization Number within 30 days of the original shipping date. Returns sent without an issued RAN label will be refused.
Eligibility for Return Eligible items are unused, uninstalled, in original packaging with all manuals and accessories, and are returned within 30 days of the shipping date.
Non-Returnable Items
- Custom or personalized products including all saunas, sauna wood packages, ice baths with chillers, aluminum windows fabricated to specification, prefab homes and offices, exterior or interior cladding milled to order, and bespoke terraces or patios.
- Gift cards.
- Products that have been installed, modified, or damaged by improper handling.
Restocking and Administration Fees
- Factory-sealed, unopened items: no fee.
- Opened but unused items with complete inner packaging: 10% restocking fee.
- Items missing packaging or showing visible wear: 25% restocking fee.
- Orders cancelled before shipping are refunded minus a 2.9% payment-processing fee.
- Return freight is the customer’s responsibility unless Eco Hearth shipped the wrong or defective product.
Refunds After inspection, approved refunds are credited to the original payment method within 5–10 business days.
Exchanges Defective or mis-shipped items are exchanged at no extra cost once verified. Contact support with photos, serial numbers, and a copy of the delivery docket; a prepaid label will be issued.
Promotional Bundles All components of a promotional bundle must be returned together. Individual defective components may be exchanged separately.
Delays and Force Majeure Eco Hearth is not liable for carrier delays, weather events, strikes, or other force-majeure circumstances. Schedule contractors only after the product has arrived and been inspected.
Third-Party Vendors Items sold by authorised third-party vendors on the Eco Hearth platform may follow additional shipping and return terms; however, the inspection requirements in Section 4 always apply.
Payment Security and Privacy Card data are processed by PCI-DSS Level 1 gateways. Eco Hearth never stores full card numbers.
Limitation of Liability Eco Hearth shall not be liable for indirect, incidental, or consequential damages; total liability is limited to the purchase price of the product.
Dispute Resolution All disputes are governed by Irish law and resolved by binding arbitration under the Rules of the Arbitration Institute of the Dublin Chamber of Commerce, venue Dublin, Ireland.
Contact Eco Hearth, a division of SENTARMAX OÜ
Reg. No: 14536655 51
Bracken Road, Sandyford, Dublin, D18 CV48, Ireland
+353 1526 2939
Monday–Friday, 9:00–17:00 (Irish Standard Time)