Delivery
Saunas and ice baths are large, heavy, freight-shipped items — not parcels. Every order is booked with a freight partner and scheduled with you directly.
Lead time: typically 2-4 weeks from order confirmation across Spain, Portugal and France. Made-to-order units may take longer; we confirm the timeline in writing before production starts.
Booking: our team contacts you to agree a delivery window and confirm site access before dispatch.
On arrival: inspect the packaging before signing. If anything is damaged, photograph it and contact us within 48 hours.
Installation
Most indoor infrared cabins connect to a standard household socket and are assembled in a few hours by two people. Traditional and outdoor saunas, and any unit with a hard-wired heater, need a qualified electrician.
Before delivery, confirm: floor is level and load-bearing, the electrical supply matches the model's requirement, and there is clear access from the street to the installation point.
Professional projects: our Trade & Projects team manages installation planning for hotels, gyms and multi-unit developments.
Warranty
Every Norrwell product carries a 2-year manufacturer warranty covering the heating elements and structural build under normal domestic use.
To make a claim, email us with your order number, a description of the fault and photographs. We arrange repair, replacement parts or a replacement unit depending on the fault.
The warranty does not cover damage from incorrect installation, misuse, or normal wear on consumable parts.
Support FAQ
How do I track my order?
Freight deliveries are scheduled by phone or email rather than tracked like a parcel. Our team contacts you to agree a delivery window once your order leaves production.
What payment methods do you accept?
Visa, Mastercard, Apple Pay, Google Pay and bank transfer, all through SSL secure checkout.
Can I pay in instalments?
We do not currently offer instalment or financing options.
My order arrived damaged — what now?
Contact us within 48 hours with photographs of the damage and your order number. We'll arrange a free replacement, repair or refund.
Do you supply replacement parts?
Yes. Contact support with your order number and the part you need and we'll quote availability and lead time.
Do you offer trade or bulk pricing?
Yes — see Trade & Projects for volume pricing and specification support.
Returns
Unused items in their original packaging can be returned within 14 days of delivery. Custom and made-to-order units are excluded — this is flagged clearly at checkout.
Return freight for a change of mind is at the customer's cost. Faulty or damaged goods are collected at our cost.
For the full legal terms, see our Refund Policy.
Talk to our support team
Send us a message and we'll come back to you by email.