Terms and Conditions: Delivery, Warranty, and Cancellation

1.1. Delivery Timeframes:

• Commencement: The delivery period is calculated from the moment the goods are handed over to the carrier.
• Estimated Duration: The actual duration of delivery depends primarily on the length of the route. Within the European Union, delivery usually takes no more than 10 (ten) business days; in other cases, it is provided upon request.
• Non-Binding Nature: The specified timeframes are estimates and are not considered strictly binding. Delays caused by the carrier or due to force majeure do not entitle the Buyer to demand termination of the contract, refusal of acceptance, or recovery of penalties, unless otherwise expressly provided by the mandatory norms of the applicable legislation.

1.2. Delivery of Oversized Goods:

• Transport Vehicle: Delivery is carried out by trucks with a length of 10–17 meters. The Buyer is obliged to ensure unobstructed access, maneuvering space, and a flat, solid surface for unloading. Unloading on a public road is permitted only if the Buyer possesses the necessary permits and safety equipment.
• Unloading Obligations: By default, the unloading of goods and their movement to the Buyer’s territory are not included in the delivery cost and are organized by the Buyer independently (via a crew or lifting equipment). The driver does not perform loading and unloading operations.
• Tail-lift Exception: Goods may be delivered by a truck up to 10 meters and unloaded by the driver to the ground using a tail-lift only if the product packaging simultaneously meets all of the following restrictions:
  • Length does not exceed 210 cm;
  • Width does not exceed 210 cm;
  • Height does not exceed 220 cm;
  • Weight does not exceed 1000 kg.

All assembled sauna models can only be delivered by a 17 m truck!

1.3. Buyer’s Liability:

• Non-compliance with delivery conditions (lack of access for heavy vehicles to the unloading site, unprepared site, lack of unloading equipment, or other conditions affecting delivery) entails vehicle downtime and additional costs, which are fully borne by the Buyer.
• If delivery to the agreed location is impossible through the Buyer’s fault, the Buyer is obliged to suggest an alternative site in advance that meets all requirements. If an alternative location is not suggested or also fails to meet the conditions, the carrier is entitled to:
  1. Unload the goods at the nearest cargo terminal and place them there for storage until receipt of a notification from the Buyer indicating an address where delivery conditions will be met.
  2. Deliver the goods to a new address. All costs associated with storage at the terminal and repeated delivery shall be paid by the Buyer.

2.1. Private Use: Baltresto provides a factory warranty of two (2) years for products purchased for private, non-commercial use. The period begins on the date of delivery to the Buyer.

2.2. Commercial Use: For products used commercially (e.g., rentals, hotels, public spas), the warranty period is six (6) months.

2.3. Compliance: The warranty is valid only if the product is used in accordance with the provided instructions and intended purpose.

3.1. Material Defects: The Buyer is entitled to a warranty against manufacturing and material defects.

3.2. Assembly Kits: For DIY assembly kits, the warranty covers only the supplied components. Baltresto is not liable for the functionality or integrity of the final product if the assembly was performed by the Buyer or a third party.

3.3. Time-Sensitive Installation & Protection: To prevent wood deformation and biological damage:

• Wooden Hot Tubs: Must be installed immediately (maximum 1 week after delivery).
• Barrel Saunas: Must be assembled and installed within 2 weeks of delivery.
• Mandatory Wood Treatment: All exterior wooden surfaces must be treated with a suitable high-quality wood preservative (oil, paint, or protective glaze) immediately after assembly or delivery. Failure to apply protective coating immediately voids the warranty regarding wood surface quality.

The warranty does not cover defects resulting from:

• Improper Handling: Incorrect assembly, inadequate foundations, or unauthorized modifications/repairs.
• Environmental Factors: Storms, natural disasters, or other natural impacts.
• Freezing Damage: Damage to fiberglass and wooden hot tubs, internal equipment, or the stove due to the water freezing inside. The Buyer must always empty the hot tub and stove if there is a risk of freezing.
• Stove Misuse: Melting of the stove due to the lack of water inside the hot tub during heating or fire-starting.
• Stove Wear and Heat Effects: The warranty does not cover rust, the appearance of oxidation, paint/coating deterioration, deformation of internal or external stove components, or discoloration/color changes of the stove and its parts resulting from exposure to high combustion temperatures.
• Wood Characteristics: Natural cracks, discoloration, resin leakage, or leakage due to environmental deformation and shrinkage of the wood (standard properties of wood that can be avoided by proper maintenance).
• Mold and Biological Growth: The appearance of mold, mildew, or blue stain is strictly excluded from the warranty, as these are results of environmental conditions, lack of immediate wood treatment (painting/oiling), or insufficient ventilation.
• Fiberglass Appearance: Any color changes or physical changes of the fiberglass due to the physical and chemical properties of water, as well as chemicals used for care and cleaning.
• Wear and Tear: The warranty does not cover wearing parts such as metal grates for outdoor stoves, damage to the coating of chrome-plated parts, such as couplings and nozzles.
• Chemical Damage: Damage to fiberglass, wood, or internal equipment caused by improper cleaning agents or chemical imbalances in the water.

5.1. Immediate Inspection: The Buyer must inspect the goods for completeness and visible damage in the presence of the courier.

5.2. Reporting: All visible damage or missing parts must be noted on the shipping document and signed by both the Buyer and the courier.

5.3. Hidden Damage: Any transport damage discovered after signing must be reported to Baltresto within 7 days. Failure to do so results in the loss of the right to claim transport-related damages.

6.1. Resolution Options: For valid claims, Baltresto will, at its discretion:

1. Repair the product or provide repair materials/parts free of charge.
2. Replace the defective product with a new or equivalent product.
3. Provide a refund if repair/replacement is not feasible.

6.2. Place of Performance: Due to the size of the products, if a repair on-site is not technically feasible, the product must be transported to Baltresto’s facility in Estonia.

6.3. Logistics for Warranty Claims:

• Initial Responsibility: If a potential warranty defect is reported, Baltresto shall organize the pick-up and transport.
• Justified Claims: If a manufacturing defect is confirmed, Baltresto bears all transport and repair costs.
• Unjustified Claims: If the defect is caused by the Buyer (user error, neglect, or exclusions listed in Section 4), the Buyer shall be liable for all transport costs (both ways), inspection fees, and repair costs.

6.4. “Free Shipping” Marketing Clarification: The “Free Shipping” offer on the website applies only to the initial delivery. It does not cover subsequent transport for maintenance, non-warranty repairs, or unjustified claims.

7.1. Licensed Specialists: In accordance with applicable regulatory requirements and safety regulations, all electrical work must be performed exclusively by a qualified and duly authorized specialist (licensed electrician) at the installation site. Baltresto technicians do not provide on-site services. The engagement of a certified electrician shall be arranged independently by the Buyer and at the Buyer’s expense.

7.2. Spare Parts and Service Costs: Please note that spare parts are supplied free of charge only upon confirmation of a manufacturing defect or a warranty-covered fault. Diagnostic work, dismantling, installation, replacement, connection, and servicing of the equipment are not included in the scope of warranty obligations and are subject to separate payment by the customer.

If a product is returned for repair/replacement, the Buyer must:

1. Re-pack the product securely (equivalent to the original packaging).
2. Place the product at the same accessible location where the transport company unloaded it upon delivery to allow for crane/truck access.

9.1. Right to Modify: The manufacturer reserves the right to make modifications to the variants of its products in order to enhance their quality and functionality. These modifications may include improved technologies, materials, or designs.

9.2. Compatibility Warning: Due to ongoing improvements, discrepancies may occur between previous and current product versions. If the Buyer plans to purchase any products or components to complement existing items, it is strongly recommended to contact customer support before placing an order to ensure compatibility.

9.3. Customer Assistance: Baltresto is committed to providing the best user experience and avoiding misunderstandings. Support is available to assist in choosing the right products and answering all questions regarding sauna or bathhouse equipment.

10.1. Nature of the Products: The Buyer acknowledges that the products offered (barrel saunas, hot tubs, etc.) are customized and manufactured according to the individual specifications selected by the Buyer through the online configurator (e.g., choice of size, materials, heaters, and accessories).

10.2. Exclusion of the Right of Withdrawal: In accordance with Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), the standard 14-day right of withdrawal for distance contracts does not apply to the supply of goods made to the consumer’s specifications or clearly personalized.

10.3. Cancellation Before Production: The Buyer has the right to cancel an order without providing a reason only until the production process has commenced. For the purposes of this agreement, the “commencement of production” includes:

• The start of the physical manufacturing/assembly of the product;
• OR the moment the Seller has placed specific orders for non-stock materials or components required exclusively for the Buyer’s customized configuration.

10.4. Cancellation Procedure: To cancel an order under Section 10.3, the Buyer must send a clear written notice to sale@baltresto.com. The cancellation is considered valid only after the Seller provides written confirmation that production has not yet started.

10.5. Refunds: * If a valid cancellation is made under Section 10.3, the Seller will refund the full amount paid within 14 days from the date of receiving the cancellation notice.

• The Seller reserves the right to deduct any non-refundable transaction fees charged by payment providers (e.g., Stripe, PayPal)

10.6. Cancellation After Production Commences: Once the production process has commenced (as defined in Section 10.3), the Buyer no longer has the right to cancel the order or withdraw from the contract, as the product is considered manufactured on an individual order basis. Any refund requested after this point is at the sole discretion of the Seller and may be subject to a “Cancellation Fee” to cover incurred costs (materials, labor, administrative expenses), ranging from 30% to 100% of the order value.

10.7. Refusal of Delivery: Refusal to accept delivery of a finished customized product does not constitute a valid cancellation and does not entitle the Buyer to a refund. In such cases, the Buyer remains liable for the full purchase price plus any additional storage and return shipping costs.

11.1. Warranty and Claim Rights: In the event that a product is found to be defective or does not conform to the terms of the contract (e.g., manufacturing defect), the Buyer is entitled to request either a replacement or repair of the item as guaranteed under applicable consumer protection legislation. The Seller is obliged to remedy such defects within a reasonable period of time.

11.2. Delivery Timeframes for Claims: The Seller shall fulfill its obligations related to valid claims or complaints within a reasonable time. However, the Buyer acknowledges that express delivery is not a standard practice for shipping parts or materials at the manufacturer’s expense, unless explicitly agreed upon in writing or specified in the warranty terms.

11.3. Express Delivery Costs: If the Buyer requests express delivery for replacement parts or materials at their own discretion, all related additional shipping costs shall be borne by the Buyer.

12.1. Applicable Law: This agreement and all legal relations between the Seller and the Buyer shall be governed by and construed in accordance with the laws of the Republic of Estonia.

12.2. Dispute Resolution: The parties shall endeavor to resolve any disputes, controversies, or claims arising out of or in connection with this agreement through amicable negotiations.

12.3. Jurisdiction: Should the parties fail to reach an agreement through negotiation, any legal proceedings arising from this contract shall be brought before the courts of the Republic of Estonia. The primary and preferred venue for all litigation shall be the Harju County Court in Tallinn, Estonia, unless mandatory consumer protection laws in the Buyer’s country of residence provide for an alternative exclusive jurisdiction that cannot be waived by agreement.