Delivery & Return Policy

The Customer clearly understands that the place of production is in Lithuania. The Customer becomes the owner of the product after the complete payment (100 % of the total amount) for the product. Please note that the company Timberbella does not deliver the products to the Customers. It is assumed that every time the Customer seeks the shipping offer from the company Timberbella, it will act as the middleman and pass the quote of shipping price from the shipping company to the Customer.

Customer: an individual person or a company willing to purchase the product from the SELLER. (Further: “CUSTOMER”)

Goods/Parcel: the product which is offered by the SELLER.

SELLER accepts payment methods including bank transfers or Debit cards. Additional taxes (if any), namely: currency conversion is covered by the CUSTOMER.

Normally, a 50 % deposit is required with the order for all products, with the balance of money due 7 days prior to the actual delivery. The detailed contract between both parties is signed and the invoice is issued. Prior to the balance payment, the SELLER sends pictures of the finished product.

Once the payment is made by the customers, the contract is confirmed and no longer changes in the contract or in the configuration of the product are possible. The Seller will not be responsible for any mismatches if the configuration of the product was altered after the confirmation of the contract (after the first payment is received).

The main picture of the product found on the website does not correspond to the specifically ordered product. The specifications according to which the products are produced are always given in the order form and the contract.

All prices found on our website are in EUR.

The SELLER supplies and delivers goods to all of Europe and some non-Europe countries:

• the UK;
• Ireland;
• Lithuania;
• Scotland;
• France;
• Germany;
• Switzerland;
• Austria;
• Netherlands;
• Belgium;
• Italy;
• Denmark;
• Norway;
• Sweden.

Didn’t find your country? Please contact us and we will do our best to organize delivery.

Delivery is generally by a large truck or a flat-bed trailer. Customers must make sure that such a shipping option is acceptable. Generally, it must be assumed that unloading the goods is at the CUSTOMER`S risk and responsibility. Normally the parcel can be unloaded by 3-4 people. If that is not possible, the CUSTOMER needs to arrange a forklift.

If there are any known difficulties accessing your area, the CUSTOMER must inform us prior to the goods leaving our factory, failing to do so, the CUSTOMER will be held responsible for any shipping difficulties caused by those obstacles.

The delivery period is usually discussed prior to the order. The lead time is usually 4-5 weeks.

The parcel remains at the SELLER’S responsibility until the truck arrives at the CUSTOMER`S address. During the transportation, goods are insured by CMR (Convention on the Contract for the International Carriage of Goods by Road). Once the parcel has been delivered to the CUSTOMER, it will be held at his risk and the SELLER will not be held responsible for any loss or destruction.

The goods must be inspected prior to unloading. Any missing parts or destruction caused by transportation must strictly be marked in the shipping document (CMR), the document must be scanned and afterward sent to SELLERS responsible person within 5 business days. If the parcel did not meet your expectations, contact us and we will solve the problems.

Timberbella hot tub and saunas are always special orders for goods that are customized for each individual customer at the time of the order.

Once the deposit was paid and the order was cancelled, the balance does not required to be paid and the deposit remains for SELLER.

Warranty: Special warranty form is given to the CUSTOMER in the contract signed by both parties. The exact warranty conditions and terms are explained in the contract. The warranty starts with the balance payment.

CUSTOMER accepts that wood is a natural material. As a natural product timber will react to changes in atmospheric conditions (may shrink or expand). Visible splitting of the wood may occur as it expands and contracts with changes in humidity and temperature. These happenings are normal and natural. It must be noted that natural wood changes do not affect the integrity of the timber therefore splitting or cracks are not covered by any guarantee.

The goods shipped by the SELLER are natural and hand-made products.

If any failures are clearly caused by the SELLER (strictly on failures noted in shipping documents (CMR) and only within 1 week of utilization) and if possible CUSTOMER may find a local repairman, the SELLER would cover the repair cost in the form of the invoice.

The CUSTOMER is held responsible for site preparation before and after the reception of a product. Please note that SELLER provides installation of all desired equipment in a hot tub but due to different country requirements does not provide end- electric installation services (different plug connections etc..) (concerns electric heater of a hot tub and individual designed sauna`s electric installation). CUSTOMER understands that the product was manufactured in a foreign country, therefore, end- electric installation services should be provided only by authorized technicians in the CUSTOMER`S country.

Before using the pellet stove, please perform the loading process of the pellets.

The ignition element (candle) is not under the warranty because it depends on the correct utilization of this stove. Please always start the fire with a full pellet bunker, failing to do so will malfunction the ignition element. If you noticed that the pellet feed pipe (spiral) is visible, this means that the bunker was left empty, therefore the pellet reloading procedure is a must to perform before firing the stove.

SELLER is not responsible for any failure to deliver caused by circumstances beyond their control including (but not limited to) strikes, terrorism, war, weather conditions, exchange fluctuations, governmental or regulatory changes, and natural disasters.

Detailed warranty form
This warranty policy was drafted following Directive 2011/83/EC and Directive 1999/44/EC. According to this document, SELLER provides 24 months of warranty service for the product. Higher utilization parts, such as heaters and all-electric equipment, are covered for a 12-month warranty period. The warranty period commences once the product is fully paid for and delivered to the CUSTOMER.

SELLER always aims for efficient solutions and for said solutions to satisfy both parties. In return, the SELLER expects collaboration and smooth communication on the CUSTOMER’s part.

Wood alteration:  SELLER strongly suggests oiling exterior wooden parts at least twice a year for rot prevention and to extend service life.

Leakage: Wooden tubs tend to leak initially (as wood needs time to absorb water and expand for small gaps to close) and may leak small amounts of water during later use. This is also a normal and natural occurrence.

Assembly kits: The CUSTOMER is fully responsible for correct assembly. Professional assembly expenses are not covered by SELLER.

Improper use: CUSTOMER must familiarise himself with User manuals and follow their instructions. Failure to follow User manuals can lead to irreparable damage. The CUSTOMER is always encouraged to contact the SELLER for any additional information regarding the use of the product.

Upon receiving the product CUSTOMER must examine it as soon as possible. If the CUSTOMER notices any damage/missing items, the CUSTOMER must note it down in the CMR (Contract for the International Carriage of Goods by Road) consignment note, which is handed to the CUSTOMER by the driver to sign. By signing the CMR consignment note, the CUSTOMER confirms that the product was delivered undamaged. If the CUSTOMER notices damage/missing items upon receiving the product, the CUSTOMER must inform the SELLER in 5 business days.

CUSTOMER is responsible for unloading the delivered product unless agreed otherwise. If the driver offers help during unloading, the CUSTOMER may accept it, however in this case, if any damage occurs during unloading, neither the SELLER nor the transport company is held accountable.

Warranty will be granted according to the original purchase receipt or invoice. For warranty service, please refer to SELLER of the products. The manufacturer warranty goes into effect within 14 working days after the notification from the CUSTOMER is received.

During the warranty period, replacement products for damaged/non-functioning parts are delivered free of charge by the SELLER upon receiving valid visual evidence. CUSTOMER covers the delivery expenses for non-functioning parts back to our factory where they will be examined and, if needed, repaired or replaced. The CUSTOMER is responsible for reconnecting or reinstalling replacement parts.

When possible to repair damaged/non-functioning parts locally, CUSTOMER may seek professional help locally. Before repair work, the CUSTOMER must provide a price estimate to the SELLER. If SELLER deems proposed repair work costs adequate for needed repairs, SELLER covers the expenses.

SELLER reserves the right to decide which warranty option to implement.