Refund policy

OGNYX LIMITED — Returns & Refund Policy

Last Updated: 16 August 2026

1. About This Policy

This Returns & Refund Policy applies to eligible products purchased directly from www.ognyx.com and explains the procedures relating to cancellations, change-of-mind returns, refunds, damaged products, faulty goods and incorrect deliveries.

This Policy should be read together with our:

Terms & Conditions
Shipping & Delivery Policy
Privacy Policy
Legal Notice

Nothing in this Policy limits or excludes any mandatory consumer rights available under Irish or applicable European Union law.

2. 14-Day Right of Withdrawal

If you are a consumer purchasing online, you generally have the right to cancel an eligible purchase without giving any reason within 14 calendar days from the day on which you, or a person designated by you, receives the goods.

For an order consisting of multiple goods delivered separately, the withdrawal period begins when the final item or part of the order is received, where applicable.

To exercise your right of withdrawal, you must clearly notify OGNYX LIMITED before the 14-day withdrawal period expires.

You may contact us at:

Email: support@ognyx.com
Phone: +353 89 427 4348

Please provide:

your full name;
order number;
the product you wish to return;
your contact details;
a clear statement that you wish to cancel the purchase.

You are not required to provide a reason for exercising a statutory right of withdrawal.

3. Returning Goods After Cancellation

After informing us that you are exercising your right of withdrawal, eligible goods must be returned without undue delay and no later than 14 calendar days after the date on which you notified us of your cancellation.

For large or oversized products, including:

saunas;
hot tubs;
ice tubs;
large spa or wellness equipment,

you must contact OGNYX LIMITED before arranging return transportation.

Please contact:

support@ognyx.com

We will provide appropriate return instructions and, where necessary, coordinate or assist with arrangements for a suitable freight carrier.

Large products should not be returned without prior coordination because specialist freight transportation and handling may be required.

4. Free Original Delivery and Return Shipping Costs

Certain eligible OGNYX products, including selected saunas and other large wellness products, may be supplied with free standard delivery to the customer.

Free delivery of the original order applies only to the original delivery and does not mean that return transportation is also free.

Where a customer exercises an eligible statutory right of withdrawal because they have changed their mind, and the product is not faulty, damaged, incorrectly supplied or otherwise non-conforming, the customer is responsible for the direct cost of returning the goods to OGNYX LIMITED.

This applies even where the original delivery was provided free of charge.

For large products such as saunas, hot tubs and ice tubs, return transportation may require specialist freight services and can be significantly more expensive than standard parcel delivery.

Return transport costs depend on factors including:

product size and weight;
collection location;
destination;
accessibility of the collection address;
specialist handling or lifting equipment;
carrier availability and freight rates.

Where required by applicable law, OGNYX LIMITED will provide information regarding the expected direct cost of returning oversized goods that cannot normally be returned by standard post.

Customers should contact support@ognyx.com before purchasing if they require further information regarding potential return transportation costs for a large product.

5. Condition of Returned Goods

Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary for such inspection.

Where reasonably possible, returned goods should include:

all supplied components;
accessories;
manuals and documentation;
original packaging where available.

The absence of original packaging does not automatically remove statutory consumer rights.

However, customers are responsible for appropriately protecting goods during return transportation. Damage caused by inadequate return packaging or improper handling may affect the refundable amount where permitted by law.

6. Customised and Personalised Products

The standard statutory right of withdrawal may not apply to goods that are:

manufactured to the customer's individual specifications;
clearly personalised;
produced with non-standard modifications requested by the customer;
specially configured in a manner that makes the product uniquely tailored to the customer's requirements.

Where a product qualifies for such a legal exception, this will be communicated to the customer where applicable before the order is completed.

A product is not automatically excluded from the right of withdrawal merely because it is manufactured after an order is placed.

The applicable legal exception must genuinely apply to the specific product or configuration.

These restrictions do not affect a customer's statutory rights where a customised or personalised product is faulty, damaged, incorrectly supplied or otherwise non-conforming.

7. Other Products That May Not Be Eligible for Change-of-Mind Returns

Where permitted by applicable law, certain goods may be excluded from change-of-mind returns, including:

sealed goods that are not suitable for return for health or hygiene reasons once unsealed;
goods made to the customer's specifications or clearly personalised;
goods that fall within another statutory exception to the right of withdrawal.

Any such restriction does not affect statutory rights relating to faulty, damaged or non-conforming goods.

8. Faulty, Damaged or Incorrect Goods

If a product arrives:

damaged;
faulty;
incomplete;
materially different from its description;
incorrectly supplied;
or otherwise does not conform to the contract,

please contact OGNYX LIMITED as soon as reasonably possible at:

support@ognyx.com

Please provide where available:

your order number;
a description of the issue;
photographs or video showing the problem;
photographs of the packaging where transport damage is involved.

Customers are encouraged to report visible transportation damage promptly so that we can investigate the matter with the carrier.

However, failure to report within a short internal timeframe does not remove statutory consumer rights.

9. Return Costs for Faulty, Damaged or Incorrect Goods

Where goods are faulty, damaged, incorrectly supplied or otherwise non-conforming and the customer is exercising a remedy available under applicable consumer law, the customer will not ultimately bear the applicable return costs.

OGNYX LIMITED will arrange, cover or reimburse reasonable return transportation costs where required by applicable law.

For large products, OGNYX may arrange specialist freight collection directly.

Customers should contact support@ognyx.com before arranging independent freight transportation for a faulty or damaged large product.

10. Remedies for Faulty or Non-Conforming Goods

Where goods do not conform to the sales contract, customers may be entitled to remedies under applicable Irish and European Union consumer law.

Depending on the circumstances, these may include:

repair;
replacement;
price reduction;
cancellation of the contract;
refund.

The appropriate remedy depends on the nature and seriousness of the issue and the customer's applicable statutory rights.

Any commercial warranty offered by OGNYX LIMITED operates in addition to statutory consumer rights and does not replace them.

11. Refunds Following a Change-of-Mind Withdrawal

Where a valid statutory right of withdrawal applies, OGNYX LIMITED will reimburse eligible payments in accordance with applicable law.

This normally includes:

the price paid for the returned goods; and
where applicable, the cost of the least expensive standard delivery method originally offered.

Where the original standard delivery was free of charge, there is no original standard delivery fee to refund.

If the customer selected and paid for an upgraded, express, specialist or premium delivery service, the additional cost above the least expensive standard delivery option may not be refundable.

Refunds will normally be issued using the same payment method used for the original transaction unless another method is expressly agreed.

Where permitted by law, OGNYX LIMITED may withhold reimbursement until:

the returned goods have been received; or
the customer provides evidence that the goods have been returned,

whichever occurs first.

12. Return Shipping Deduction

Where the customer is responsible for the direct cost of return transportation, that cost may:

be paid directly by the customer to the carrier; or
where OGNYX LIMITED arranges the return freight on the customer's behalf, be deducted from the refundable amount, where this has been clearly communicated and is permitted by law.

For large products, the estimated return freight cost will be communicated before return arrangements are confirmed where required.

13. Refund Processing

Once a refund has been approved and processed by OGNYX LIMITED, the time required for the funds to appear in the customer's account may depend on the bank, card issuer or payment service provider.

OGNYX LIMITED is not responsible for delays caused solely by the customer's financial institution after the refund has been successfully issued.

Customers will receive confirmation when a refund has been processed.

14. Orders Cancelled Before Production or Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

support@ognyx.com

For standard products, we will make reasonable efforts to cancel the order before dispatch.

For customised or personalised products, cancellation may not be possible once production or customisation has begun where the product qualifies for an applicable legal exception.

Customers are therefore encouraged to contact us immediately if they need to amend or cancel an order.

15. Large Product Returns

Saunas, hot tubs, ice tubs and other large products often require specialist freight transportation.

Returns of these products must therefore be coordinated with OGNYX LIMITED before collection.

Customers should not arrange independent return freight without first contacting us where this could create:

transportation risks;
inappropriate handling;
access difficulties;
unnecessary costs;
damage to the product.

To arrange a large-product return, contact:

support@ognyx.com

and provide your order number and product details.

16. Installed Products

Installation of a product does not remove statutory rights relating to faulty or non-conforming goods.

However, installation, modification or use may affect a change-of-mind return where:

the product has been handled beyond what is reasonably necessary for inspection;
the product has been customised;
the product has been altered;
damage has occurred after delivery;
or an applicable statutory exception applies.

Customers are encouraged to inspect large products carefully before assembly or installation whenever reasonably possible.

17. Business Customers

Certain statutory consumer rights described in this Policy apply specifically to individuals purchasing primarily for personal purposes.

Orders placed by businesses, professionals or customers acting primarily for commercial purposes may be subject to different contractual return conditions.

Nothing in this section excludes rights that cannot legally be excluded.