Terms of service

1. General Remarks

This website (the "Website") is owned and managed by Lost Folks, a Danish company trading under the registered name Lost Folks ApS.
Any reference to “you” or “your” refers to any user of this Website. Any reference to “we,” “us,” or “our” refers to Lost Folks ApS.
Should you experience any issues related to your order or this Website, please contact our customer service:
Email: support@lostfolks.com
Phone: (+45) 30 64 45 99
Post: Lost Folks ApS, Nørre Farimagsgade 52, 2th, Denmark

If there are parts of these terms and conditions (the “Terms”) that you do not understand, we strongly recommend contacting customer service before placing an order. Any purchase made on this Website is subject to these Terms.
Since our Terms are updated from time to time (for example, to reflect changes in technology, our business model, or relevant legislation), we kindly ask you to accept our Terms each time you shop with us.

If you do not accept these Terms, you will not be able to place an order.

Special terms apply to saunas and retreats, which can be found underthe specific product listing or further in this text. Amendments or additions to these Terms will only apply if agreed upon in writing. 

2. Prices and Delivery

All specified prices, delivery costs, or other costs include taxes, VAT, and other fees within the EU. For delivery outside the EU, additional taxes and VAT may be added.
Costs for delivery, shipping, or postage may vary and will be added to each order.

We offer free shipping on orders above the following amounts:
Denmark: 400 DKK
EU countries: 50 EUR
United Kingdom: 80 GBP
United States: 100 USD
Sweden: 800 SEK
Rest of World (ROW): 90 EUR

The prices on the Website can be displayed in different currencies depending on the country selected. Please choose your country from the drop-down menu at the top right corner of the Website if you wish to change the country.
Your delivery address determines the currency in which you will be charged.

We deliver to the following countries: Denmark, Sweden, Norway, Germany, France, Italy, Spain, Portugal, Netherlands, Finland, Greece, United Kingdom, United States of America.

Products will be delivered to the agreed destination provided by you at checkout.
We only deliver to private and company addresses.
Delivery times vary by country, and in certain cases, delivery can take up to 18 days. Deliveries occur on weekdays, Monday to Friday.
You will receive a Track & Trace number upon shipment.
You must sign for the delivery, and by accepting these Terms, you acknowledge that anyone present at the delivery address (e.g., a family member, friend, or receptionist) can sign for the package. If the packaging is damaged at delivery, you should refuse delivery. For complaints regarding defects, please refer to Section 7.

3. Payment

The following payment options are available: Card Payment (Mastercard / VISA) You enter your card details on a secure page, and the amount is then charged to your card. The entire transaction takes place over an encrypted connection, ensuring high security. Once your order is ready, it will be prepared for shipment. Apple Pay & Google Pay You can choose to pay quickly and securely using Apple Pay or Google Pay at checkout. These payment methods use encrypted transactions for enhanced security and convenience. Advance Payment via Bank Transfer Bank details will be sent to your email address after you place your order. You must transfer the payment to complete your purchase. Once the funds are received in our account, your order will be processed.

4. Orders and Order Confirmation
The Website is open 24 hours a day, though it may close for maintenance.
Orders placed during public holidays will be processed the following working day. You must be at least 18 years old to place an order and possess a valid credit card accepted by us. If you are under 18, you need legal consent to enter a purchase agreement.
We retain the right to cancel your order without liability in cases of incorrect payment information, suspected fraudulent activity, website errors, or if we believe you are under 18.
When ordering products on the Website, you can review and modify your order before completing the purchase. Once payment is successfully processed, you are bound by the order. We will deduct the payment only when your order has been shipped. If you do not agree with the order confirmation, you must notify customer service immediately.

5. Returns & Right of withdrawal
When purchasing a product or service remotely or through home sales, you have the legal right to withdraw from the purchase within 14 days when shopping in Denmark. The right of withdrawal applies only to private individuals and does not apply to business purchases.
The product(s) must be in the same condition as received.
Opened or used products cannot be returned.

To return your product, you should mail your product to:
Nørre Farimagsgade 52, 2 th, 1364 Copenhagen, DENMARK.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Upon receiving the returned product(s), we will process the refund within 14 days. Refunds will be issued using the original payment method. 

5.1 The following products are excluded from the right of withdrawal:
- Products made to the customer’s specifications or with a clear personal imprint (custom-made saunas).
- Sealed products which, for health or hygiene reasons, cannot be returned once the seal has been broken (e.g., chemical or personal care products).
- Products that have been used, such as saunas.

*Special notice on services such as retreats*
When ordering a service, once the buyer consents to the beginning of service, the right for a refund is waived. Information about this will be present on the concerned services to be further studied.

6. Claims and Warranty for Saunas

6.1 General We provide this warranty to ensure that your sauna is free from defects in materials and workmanship under normal use and without the application of liquids. The warranty for private use is valid for 2 years from the date of purchase.
For commercial use, the warranty is 3 months.

- The warranty covers the structural integrity of the sauna (e.g., wood panels, door, bench). Damage resulting from incorrect use, misuse, improper installation, or neglect (e.g., failure to follow the user manual) is not covered.
- Normal wear and tear, discoloration, or cosmetic imperfections caused by use or environmental conditions are not covered. 
- Warranty is voided if self-repairs or repairs by unauthorized technicians are performed. 
- Consumable parts such as bulbs or fuses are not covered.
- The sauna must be installed correctly and leveled; otherwise, the warranty is void.
- Frost damage and lack of maintenance are not covered.
- Sauna stones must be maintained and placed correctly according to the manufacturer’s instructions for the warranty to remain valid.

6.2 Exchange Policy
As the saunas are custom-made to order, they cannot be returned or exchanged. The seller assumes no responsibility for modifications after production has begun.

6.3 Upon Receipt of the Sauna
You must inspect the product upon delivery. Visible defects or damages must be documented with photos from multiple angles and reported in writing within 4 days of receipt. If this is not done, the product will be considered accepted without defects.

6.4 Wood Materials
Wood is a natural material and may change over time. Minor variations, cracks, warping, or distortion are considered natural characteristics and not product defects.

6.5 Important Information Regarding Moisture and Water
Internal damage to wood, flooring, or other components caused by moisture, condensation, insufficient ventilation, water spills, or any form of water exposure is not covered by the warranty. This includes, but is not limited to: mold, discoloration, swelling, rot, deformation, or deterioration of materials caused by moisture or water. It is the customer’s responsibility to ensure proper ventilation, condensation drainage, and to use the sauna in accordance with the instructions to prevent moisture damage.

6.6 Warranty Coverage for Heater and Associated Electrical Components (Manufacturer Warranty)

Private / Residential Use: Products installed and used in private homes are covered under the manufacturer’s residential warranty. This includes up to 5 years warranty on key components such as sauna heaters, infrared heating elements, wood panels, lighting, and sound systems, provided the product is correctly installed and maintained. Private customers also receive 2 years coverage on labor at the installation site, as well as additional factory labor coverage if required.

Commercial / Professional: Use Products installed in commercial environments (e.g., spas, gyms, wellness centers, rentals, etc.) are covered under the manufacturer’s commercial warranty. For commercial use, the warranty is 1 year parts-only, unless otherwise stated by the manufacturer. Labor is not included under the commercial warranty. It is recommended that the purchaser verify warranty coverage directly with the sauna heater manufacturer through the manufacturer’s official website. 

7. Faulty and/or Incorrect Skincare Products
If you receive a defective or incorrect product, contact customer service immediately. If the defect is visible at delivery, refuse to accept the package. You may choose one of the following solutions: Return the product for a refund Return the product for a replacement (subject to availability) Keep the product and request a partial refund We cover the return costs for faulty or incorrect products.

8. Complaints
If you wish to file a complaint about your purchase or our procedures, contact us at support@lostfolks.com with full details, including order reference, date of purchase, and your contact information. You can also file a complaint via the European Commission’s online complaint portal at http://ec.europa.eu/odr, providing our email address: support@lostfolks.com.

9. Cookies & Privacy Policy
Please review our Privacy Policy to learn how we handle personal information. The Website uses cookies to enhance functionality and optimize user experience.

10. Other Provisions
We are not liable for non-fulfillment due to force majeure, including but not limited to natural disasters, war, terrorism, fire, labor disputes, or unforeseen legal changes. We do our best to keep the Website updated, but errors in prices, descriptions, and offers may occur. We reserve the right to transfer claims, rights, and obligations under this agreement to third parties, ensuring no deterioration in service quality. By accepting these Terms, you consent to potential future transfers. 

11. Applicable Law and Jurisdiction
The laws of the Kingdom of Denmark govern these Terms.
For EU clients, disputes shall be settled in Copenhagen, Denmark. 

12. Changes of Terms of Service
You can review the most current version of the Terms of Service at any time at this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to the Site. It is your responsibility to check the Site periodically for changes. Your continued use of or access to the Site or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

COMPANY INFORMATION
Lost Folks Aps
CVR: 44743604
Office: Nørre Farimagsgade 52, 1364 Denmark

Questions about the Terms of Service should be sent to us at support@lostfolks.com Revision date: August 15th, 2025