Refund policy

Last updated: July 29, 2026

1. About This Policy

This Return and Refund Policy explains how withdrawals, returns, refunds and complaints are handled by Lost Folks ApS (“Lost Folks”, “we”, “us” and “our”).

It applies together with our Terms and Conditions. If this Policy and the Terms and Conditions conflict, the Terms and Conditions and any mandatory law take priority.

The rules below distinguish between:

- ordinary products purchased by Consumers;
- custom-made saunas purchased by Consumers;
- Commercial Saunas purchased by Business Customers; and
- Retreat bookings.

A “Consumer” is a person acting mainly outside their trade, business or profession. A “Business Customer” is a person or legal entity acting as part of a trade, business or profession.

Nothing in this Policy limits any mandatory rights you may have if a product or service is defective.

2. Right of Withdrawal for Ordinary Consumer Products

If you are a Consumer who buys an ordinary product at a distance, you normally have 14 days to withdraw from the purchase without giving a reason.

For goods, the 14-day period normally begins on the day you, or a third party designated by you other than the carrier, receive the goods.

To exercise your right of withdrawal, you must send us an unambiguous notice before the deadline at support@lostfolks.com. Please include your name and order number. You may use the model withdrawal form in Appendix 1 of our Terms and Conditions, but this is optional.

It is not sufficient simply to refuse delivery or leave a parcel uncollected without also giving us clear notice that you wish to withdraw.

After giving notice, you must return the product without undue delay and no later than 14 days after the date of your notice.

3. Return Address and Return Shipping

Please contact us before returning a product so we can identify and process your return.

Returns must be sent to:

Lost Folks ApS
Nørre Farimagsgade 52, 2 th
1364 Copenhagen K
Denmark

You are responsible for the direct cost of returning a product when you exercise the right of withdrawal, unless we have agreed otherwise or failed to inform you of that responsibility as required by law.

We recommend using a trackable and appropriately insured shipping service. You are responsible for the product until we receive it.

If a product cannot normally be returned by post, the applicable return method and the estimated direct return cost will be stated before purchase. Please contact us before arranging transport of a large or heavy product.

4. Condition of Returned Products

You may inspect a product in the same way as you reasonably could in a physical shop.

Opening or trying a product does not automatically remove your right of withdrawal. However, you are responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning. Any lawful deduction will reflect the actual reduction in value.

Please return the product with all parts, accessories, manuals and other items supplied with it. Original packaging should be included where reasonably possible, as missing or damaged packaging may affect the product’s value.

5. Refunds Following Withdrawal

When you validly exercise a statutory right of withdrawal, we will refund:

- the price paid for the returned product; and
- the cost of the least expensive standard delivery method offered for the original order, where required by law.

We do not refund additional delivery costs resulting from your choice of a more expensive delivery method.

We will make the refund without undue delay and no later than 14 days after receiving your notice of withdrawal. We may withhold the refund until we receive the returned product or you provide evidence that it has been sent, whichever occurs first.

The refund will be made using the original payment method unless you expressly agree otherwise. We may deduct any amount for which you are responsible because of diminished value.

6. Exchanges

We do not offer a separate statutory right of exchange. If you would like a different ordinary product, please contact us. Subject to availability, we may agree an exchange or ask you to return the eligible product and place a new order.

7. Products Excluded from the Right of Withdrawal

The statutory right of withdrawal does not apply to:

- goods made to the Consumer’s specifications or clearly personalised;
- sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been broken; or
- other goods or services excluded by mandatory law.

A skincare or personal-care product is not excluded merely because its outer packaging has been opened. The hygiene exception applies only where the product was appropriately sealed, is unsuitable for return for genuine health-protection or hygiene reasons, and that seal has been broken after delivery.

Use of a product, including a hot tub or sauna, does not by itself create a general exclusion from the right of withdrawal. Whether the right applies depends on the product, the agreement and any statutory exception. Excessive handling may instead result in a deduction for diminished value.

8. Sauna Purchases by Consumers

A sauna genuinely manufactured to a Consumer’s individual specifications or clearly personalised is normally excluded from the statutory right of withdrawal. We will inform the Consumer before purchase when this exception applies.

After an individual specification has been confirmed and production has begun, requested changes are subject to our written approval and may result in additional costs or delay. A custom-made sauna cannot be cancelled or returned where the statutory custom-made exception applies.

If a sauna is a standard product and is not covered by the custom-made exception, the ordinary statutory withdrawal rules may apply. Because a sauna cannot normally be returned by post, the estimated direct return cost and return arrangements must be provided before purchase where applicable.

These withdrawal rules do not limit a Consumer’s mandatory rights concerning defects, delivery or the statutory complaint period.

9. Commercial Saunas Purchased by Business Customers

Business Customers do not have a statutory 14-day consumer right of withdrawal or return.

Unless otherwise stated in the order confirmation, a Commercial Sauna order becomes binding when production starts following receipt of the first 60% payment. The remaining 40% is due as stated in Section 12 of our Terms and Conditions.

A Commercial Sauna may be cancelled, returned or exchanged only if Lost Folks expressly agrees in writing. Any agreed return may be subject to payment for work performed, materials, administration, transport, crane handling, storage, diminished value and other reasonable costs.

Defects, inspection, notice periods, remedies and warranty coverage for Commercial Saunas are governed by Section 12 of our Terms and Conditions.

10. Retreat Bookings and Refunds

The ordinary 14-day product return rules do not apply to Retreat bookings for accommodation, catering or leisure activities to be provided on a specific date or during a specific period.

A Retreat booking becomes binding when Lost Folks sends the booking confirmation. The total amount may be authorised and reserved on your payment card at booking, but Lost Folks does not charge or receive payment before the Retreat begins. The reservation is not an advance payment.

You may cancel a Retreat before it begins by sending written notice to support@lostfolks.com. The cancellation and refund rules in Section 9 of our Terms and Conditions apply.

Where a Retreat qualifies as a package:

- Lost Folks may charge a reasonable cancellation fee permitted by applicable package-travel law;
- the fee will be calculated as described in the Terms and Conditions and becomes payable when the cancellation is confirmed;
- no cancellation fee is charged where mandatory law permits cancellation because unavoidable and extraordinary circumstances at or near the destination significantly affect the Retreat or travel to the destination; and
- any amount that must be refunded will be refunded without undue delay and no later than the mandatory deadline.

Illness, injury, work obligations, changes of personal plans or inability to attend do not automatically create a right to cancel without a fee. We recommend suitable cancellation and travel insurance.

11. Incorrect, Damaged or Defective Products

If you receive an incorrect, damaged or defective ordinary product, contact us promptly at support@lostfolks.com. Please include your order number, a description of the issue and relevant photographs or video.

If damage is visible on delivery, please photograph it and report it as soon as possible. You may refuse a visibly damaged parcel, but failing to do so does not remove a Consumer’s mandatory rights.

For Consumers, Danish consumer law normally provides a two-year statutory complaint period where it applies. Lost Folks may ask to inspect the product and may offer repair or replacement before a price reduction or termination of the purchase, in accordance with mandatory law.

If we ask you to return an incorrect or defective product for an accepted complaint, we will pay the reasonable return cost or provide appropriate return instructions.

Please do not arrange repairs or dispose of the product before giving us a reasonable opportunity to inspect and remedy the issue, unless immediate action is reasonably necessary to prevent personal injury or material additional damage.

12. Refund Processing

Approved refunds are made to the original payment method unless otherwise agreed or technically impossible.

The time required for the refunded amount to appear in your account may depend on your bank or payment provider. Lost Folks does not charge a refund fee.

If you have not received an approved refund after the expected processing time, please contact support@lostfolks.com.

13. Contact

Lost Folks ApS
CVR: 44743604
Nørre Farimagsgade 52, 2 th
1364 Copenhagen K
Denmark

Email: support@lostfolks.com
Phone: (+45) 30 64 45 99