Refund policy

Tansun Sunbeds – Returns and Refund Policy

At Tansun Sunbeds, we are committed to providing high-quality products and excellent customer service. We understand that, on occasion, you may need to return an item or request a refund. This policy outlines everything you need to know about returning goods, cancelling orders, and how we handle refunds.

Refunds will only be given if items are returned unused,  unopened , undamaged, and in original packaging.

Contact Information & Returns Address

If you need to get in touch with us about a return or refund, you can contact our team by phone or email.
Phone: 0121 580 6200
Email: sales@tansunsunbeds.co.uk

All returns must be sent to our main address:

Tansun Sunbeds (Bay 1)
Ridgacre Road
West Bromwich
West Midlands
B71 1BW

Our warehouse opening hours for courier returns are:
Monday to Thursday, 7:30 am - 5:00 pm
Friday 7:30 am - 12:00 pm

Please note that our warehouse is closed on Fridays after 12:00 pm. In this event, deliveries can be made to the Sunbeds main office between 1:00 - 5:00pm on Friday.

Supplier Specifications and Product Substitutions

From time to time, the manufacturer or supplier's product specifications may change. If a product is unavailable or discontinued, we will do our best to offer a similar alternative of equal or better quality. We will always contact you prior to dispatching any substitute item to ensure it meets your needs.

Cancelling Special Order Items

Special-order items, including sunbeds and made-to-order products, cannot be cancelled more than 5 working days after the order is placed. In rare cases, cancellations after this time may be considered at our discretion. If a late cancellation is accepted, this may be subject to a minimum 25% charge of the item value, along with any delivery or processing costs we have already incurred.

Returning Goods

We are happy to accept returns under certain circumstances. If you wish to return an item, you must notify us within 7 days of receiving your order. The item must then be returned within 14 days, unused, in perfect condition, and in its original packaging. Please email sales@tansunsunbeds.co.uk to inform us of your intention to return and whether you would like a refund or an exchange.

Returned items should be accompanied by a copy of your invoice or proof of purchase. We strongly recommend using recorded delivery as we cannot be held responsible for items lost in transit. The cost of return postage is the buyer’s responsibility unless the item is faulty or was delivered in error. You will be required to send us proof of this to sales@tansunsunbeds.co.uk prior to requesting a return and refund.

If you are unable to return the goods yourself, we can arrange a collection. However, the cost of this service will be deducted from your refund. Refunds will be processed using your original method of payment and are typically issued within 2 to 10 working days of receiving the returned item.

Refund Deductions & Restocking Charges

  • Refunds will only be given if items are returned unused, undamaged, and in original packaging.

  • Returns of large or heavy items (over 10kg) may incur a minimum 10% handling charge.

  • Special delivery or supplier-ordered items are subject to a 15% processing fee.

  • Any returned order may be subject to a minimum 5% restocking charge.

  • Collections for unsuitable items will incur a minimum £6 + VAT per parcel, plus a 10% handling charge.

  • Original delivery charges are non-refundable under any circumstances.

  • Refunds will be made to the original payment method (PayPal, credit card, etc.).

  • Repeated returns may result in the refusal of future orders at our discretion.

Faulty or Incorrect Items

We take great care to ensure that your order is correct and arrives in perfect condition. However, in rare instances where you receive an incorrect or damaged item, please notify us by email at sales@tansunsunbeds.co.uk within 48 hours of delivery. We will then arrange to collect the item at our own cost and send a replacement as soon as possible.

If it is more convenient for you to return the item yourself, please inform us and send the parcel via recorded delivery to the address above. We will reimburse you for the return postage once we receive the item.

Lamps – Important Notice on Damages

Please note that lamps are excluded from damage claims listed below. While we take every care in packaging and handling to ensure they arrive safely, lamps are fragile items and we cannot accept responsibility for damage caused during transit.

Size, Compatibility & Wattage

We will ship the exact size and wattage specified in your order. It is the customer’s responsibility to check that the lamps ordered are suitable for their tanning bed in terms of length, fitting, and wattage.

If the lamps you receive do not match the specification you ordered due to an error on your part, please contact us within 7 days of delivery. We’ll do our best to help where possible, but replacements may be subject to additional charges. Please keep the original packaging in case a return is approved.

If the lamps you receive do not match the specification you ordered due to an ordering error on ours or our supplier's part, please contact us within 7 days of delivery. We will arrange a replacement at no cost to you and ask that you retain the original packaging for collection.

Please note:

  • We cannot accept returns for lamps that have been used in sunbeds requiring a different wattage than the one marked on the lamp.

  • We are not liable for any damage caused by the incorrect use or installation of lamps with incompatible wattage.

Exceptions may be made at our discretion if you inform us of any issues within 48 hours of receiving your delivery.

Other Items Excluded from Return

Due to hygiene and/or safety regulations, we are unable to accept returns (unless faulty or at our discretion) of the following if the packaging has been opened:

  • Tanning supplies, including spare parts

  • Tanning shots

  • Sunbed creams and lotions

This list is not exhaustive and does not affect your statutory rights. Please contact us if you are unsure whether your item is eligible for return.

14-Day Money-Back Guarantee

In addition to your statutory rights, we offer a 14-day money-back service on standard items. Items must be returned within 14 days of receipt, unused, unopened, and in original packaging. Products returned without packaging will not be eligible. Tansun Sunbeds accepts no responsibility for goods lost in transit. Please ensure items are sent with adequate insurance and tracking. This offer can be withdrawn at any time and the buyer is responsible for return postage costs.