These terms govern all orders placed with Sisu Sauna Co., Ltd. (บริษัท ซิซู ซาวน่า จำกัด), DBD No. 0325563001226, registered in Surin, Thailand.
Please be ready to make the final payment promptly when our team arrives. The sauna must remain on the truck until Sisu Sauna has verified receipt of all funds. A screenshot, payment confirmation screen, transfer receipt, promise, or statement that payment was sent does not confirm receipt.
If payment causes a significant delay, Sisu Sauna may charge reasonable additional costs directly caused by the delay, including crew waiting time, accommodation, meals, parking, and other directly related expenses.
If full payment is not received on the scheduled installation day, we will not unload, assemble, or install the sauna and may return it to our premises in Surin. Return transportation is charged at an amount equal to the original delivery charge. Reasonable unloading, handling, and storage fees may also apply, together with additional expenses caused by the failed trip, including accommodation, meals and waiting time. The original outstanding sauna balance remains payable.
Later payment does not automatically secure an immediate installation date. A new date will be arranged according to our next available installation schedule. A new delivery charge applies for the new trip, and any outstanding additional charges from the failed installation attempt must be settled before redispatch.
All goods remain the property of Sisu Sauna Co., Ltd. until payment has been received in full.
To keep things clear for everyone, the terms that apply are the ones Sisu Sauna Co., Ltd. confirms in writing. A discount, special arrangement, or other promise made verbally — by anyone, including our own team — becomes binding once we've put it in writing. So if something's agreed along the way, just ask us to confirm it and we'll gladly do so.
A quote is valid for 14 days from the date we issue it. After that, prices and availability may change.
For imported items, we may adjust the price before you confirm your order if our supplier costs, import costs, or exchange rates change.
Unless we state otherwise, the prices we show include 7% VAT. Where we issue a non-VAT receipt, no VAT applies and the price is shown net.
Custom sauna with on-site assembly: 50% deposit to confirm your order and begin production. The remaining 50% is payable when our installation team arrives at the installation location. Full payment must be received and confirmed before the sauna is unloaded or assembly or installation begins. The client must have a suitable, energised power supply ready no more than 3 metres from the agreed sauna power connection point before delivery, so the sauna can be tested after assembly. A qualified electrician must prepare the supply to the specified voltage, phase and capacity. The 50% deposit is non-refundable once production has started.
Custom sauna without on-site assembly (delivery or collection only): 50% deposit on order confirmation to begin production, with the remaining 50% before the sauna leaves our workshop. The 50% deposit is non-refundable once production has started.
Imported goods (chillers, heaters, and other imported equipment): paid in full before we place the order. We don't start or place the order until the full amount is in.
For custom saunas with on-site assembly, no pre-dispatch instalment is required after the 50% deposit. The remaining 50% is due on arrival, before unloading, assembly or installation. Delivery-only, collection and imported-goods orders must be paid in full before leaving our workshop.
Bank transfer (Bangkok Bank) — no fees. Card payments and PromptPay QR are handled securely through Stripe; international wire transfer is available for overseas orders.
If a balance falls overdue, interest of 1% per month applies until it's cleared. And if you ever expect a delay, just let us know — we're always happy to talk it through.
The goods remain our property until they're paid for in full, and ownership passes to you as soon as the final payment clears.
For custom saunas, the 50% deposit gets your build underway and covers the materials and work we commit to right away, so it's non-refundable once we've started. If you need to cancel after that point, or you're unable to accept delivery, we keep the deposit to cover what we've already put in.
We agree an estimated delivery date when you confirm your order. Please make sure we can reach the delivery spot and that someone is there to receive the goods on the day.
For large or heavy items where on-site assembly isn't included, please have at least 3 able helpers on site to unload — our driver can't safely move heavy goods into position alone. If there aren't enough hands and we're not able to unload safely, we'll treat it as a missed delivery (see below), simply to keep everyone safe.
If we arrive and can't deliver because no one's there or the site isn't ready, we'll need to cover the wasted trips — ฿1,000/day until we can deliver, settled before the goods go out. If we still can't deliver after 14 days, we'll work out the best option with you: storing the goods (at cost) or, as a last resort, cancelling the order and keeping the deposit. We'd always rather find a time that works, so just let us know if plans change.
Need to change the delivery date? Let us know at least 7 days ahead. New dates depend on our availability.
From the agreed delivery date, the goods are in your care — even if delivery couldn't go ahead because the site wasn't quite ready. So it's worth making sure everything's set for the day.
Please give everything a once-over on delivery and let us know in writing within 7 days if anything's damaged or faulty, so we can put it right quickly. After 7 days, we'll take it that everything arrived in good order.
If we miss the agreed delivery date, that's on us — you'll receive 0.2% off the order value for each day we're late, up to 5% of the total and capped at ฿15,000. This discount is the compensation we provide for late delivery, and it applies only to delays within our control — it doesn't apply where the delay is caused by the site not being ready (for example, an unfinished base, blocked access, or the mains supply not yet run).
Please make sure the site can handle the product — including whether the floor can take the weight. Loaded ice baths and saunas are heavy, so if there's any doubt, it's worth having a structural engineer confirm the floor can hold it. Leave at least 300mm of clearance on all sides of chiller units. We aren't able to cover damage that results from assembling on an unsuitable surface, so a quick check ahead of time is always wise.
Our saunas arrive as panels. The largest — a roof section — can be up to 1.8m wide and over 4m long. The route from where our lorry can park to the sauna's final position needs to be at least 1.8m wide along its whole length, firm and level underfoot, with enough turning room to swing a panel over 4m long around every corner. Straight-line width is the easy part — corners, stairs and landings are what actually stop a delivery. If you're not sure, just tell us and we'll arrange a site visit.
Delivery access is the customer's responsibility. If the site turns out to be inaccessible on the day, the cost of the wasted trip and any return visit is charged to you under the "Missed Delivery" terms above. A quick walk of the route beforehand saves everyone this cost.
If our lorry can't reach the sauna's position, or the panels have to be carried over steps, slopes, or ground a vehicle can't cross, an access surcharge applies. It's assessed and quoted before delivery — by site visit where necessary — and must be agreed before the delivery date is confirmed. We won't apply it without telling you first.
For sites on islands, hillsides, or anywhere our lorry may not reach, we'll ask for a site visit before confirming your delivery date. The visit costs ฿3,000 and is credited in full against your order when you buy. If the visit shows we can't install at your site, we refund the fee in full — you're paying for the answer, and if the answer is that we can't, you shouldn't be out of pocket for it. Visits may be carried out by our own team or by an authorised reseller in your area.
When your order includes on-site assembly, the site needs to be ready for us to work on the agreed assembly day. To help everything run smoothly, ready means:
Before we send our crew out, we may ask you to confirm the site is ready — a few photos are a great help. If our crew arrives and the site isn't ready for assembly, we'll reschedule to our next available date, and because the trip still costs us, the delivery charge applies again for the return visit — equal to the delivery charge shown on your order, or our standard delivery rate for your region if delivery wasn't itemised separately. On-site assembly itself is only ever charged once, when it's actually carried out; this second charge is a repeat delivery covering the return trip with our crew and equipment, not a second assembly. It applies even where the site had been confirmed ready, simply because the journey's already been made. Anything we've already delivered stays subject to the "Missed Delivery" terms above. A quick check before the day saves everyone this extra cost.
The client must arrange a qualified electrician to prepare a suitable, energised and labelled supply within 3 metres of the agreed sauna power connection point before delivery. Our team assembles the sauna and connects from that prepared point inward to test it after assembly. All wiring upstream of that point is the responsibility of the client and their electrician.
During delivery and on-site assembly we may photograph and film our work, and use those images and videos to promote Sisu Sauna — on our website, social media, and marketing materials. We avoid capturing people without their agreement, and we won't reveal your exact address. If you'd prefer we didn't film or photograph at your site, just let us know in writing before the assembly day and we'll respect that.
Every sauna we build is covered by a tiered warranty against manufacturing defects, under normal use and proper maintenance:
Not covered: the normal weathering and colour change of exterior wood, heater stones, and other consumables — these are part of normal use, not defects.
Ice baths and their equipment carry the same tiered warranty against manufacturing defects, under normal use and proper maintenance:
Consumables — filter cartridges, screen filters, ozone bulbs — aren't covered.
Sisu Sauna provides warranty support for defects covered by the applicable product or installation warranty. To report a fault, contact us with your order details and a description of the problem. Service normally begins with remote diagnosis. We may request photographs, videos, error codes or other reasonable information needed to identify the cause.
Where appropriate, we may resolve a covered fault through remote assistance, shipment of replacement parts, an approved local technician, collection for workshop repair, or attendance by a Sisu Sauna technician.
Unless otherwise stated in your quotation or order, warranty coverage includes approved replacement parts and reasonable labour required to rectify a covered defect. This is subject to your rights under applicable law.
Travel, transportation and accommodation associated with on-site attendance outside a service area expressly specified in your quotation or order may be chargeable where permitted by law. Any such charges must be explained and agreed before attendance. No inspection, freight or attendance charge will be imposed where doing so would exclude or restrict Sisu Sauna's liability for a defect under applicable Thai law.
Where a fault results from defective installation or workmanship performed by Sisu Sauna, we will bear the reasonable costs necessary to rectify that work, including required on-site attendance. This includes a sauna roof leak caused by our installation or workmanship. For covered workshop repairs, we will bear reasonable collection and return freight costs arranged or approved by us.
Warranty does not cover faults or damage caused by misuse, accidental damage, inadequate maintenance, blocked filters, unsuitable water conditions, external electrical supply problems, power surges, lightning, pest damage, normal wear, or incorrect assembly, adjustment or alteration by the customer or a third party.
Examples include a drain plug left loose or incorrectly refitted by the customer, allowing air into the circulation system and causing pump errors; and sauna bench or seat-panel damage caused by jumping, impact or other misuse.
Incorrect assembly or modification of plumbing connections is also excluded where it causes or contributes to the fault. This includes applying PTFE tape to fittings designed to seal with an O-ring where tape is not specified by the manufacturer.
These exclusions do not apply where the fault results from Sisu Sauna's own supply, installation or workmanship. An unrelated customer modification does not, by itself, invalidate coverage for a separate covered defect.
Collection or inspection of a product does not confirm that the reported fault is covered by warranty. Coverage is determined from the inspection findings, which we will explain to the customer.
Before arranging collection, Sisu Sauna will explain and obtain the customer's agreement that, if inspection establishes that the fault was caused by incorrect use, assembly, adjustment or maintenance rather than a covered defect, the customer must pay both the collection and return shipping costs, together with inspection charges at the rates or estimate agreed in advance.
For other faults established to be outside warranty, reasonable inspection, collection, freight, return delivery, travel, labour and replacement-part costs associated with that fault are also chargeable. Before collection, inspection or on-site attendance, we will explain the potential charges and obtain agreement to the applicable rates or estimate. Any additional chargeable repairs require the customer's approval before proceeding.
Nothing in these terms limits any rights that cannot be excluded under applicable law.
We stand behind what we sell. That said, our responsibility is limited to the amount you paid us for the product itself, and doesn't extend to knock-on costs, lost use, separate installation work, or third-party claims.
If you're ordering on behalf of someone else — as an agent, contractor, designer, or buyer — then our agreement is with you, and you're our main point of contact. We rely on you to pass our specifications, site-readiness requirements, and product information on to your client, and to arrange access on the day. Standby, return, and storage charges stay with you, and warranty and any claims come to us through you rather than directly from the end client. And if the product will be used for something we weren't told about, we'll leave it to you to confirm it's the right fit for that use.
Saunas and ice baths aren't for everyone. If you have a heart condition, high blood pressure, are pregnant, or have any other health concerns, please check with your doctor first, and never use a sauna or ice bath after drinking alcohol. Enjoyed sensibly they're wonderful — but we can't be responsible for health issues that arise from use.
Every so often, things happen that no one can plan for — natural disasters, material shortages, transport disruptions, government restrictions, and the like. We can't be liable for delays they cause, but if one affects your order we'll keep you posted and may extend the delivery or on-site assembly timeline for as long as it lasts; an extension on these grounds isn't a breach of contract.
We handle your personal data in line with Thailand's Personal Data Protection Act (PDPA). We use the details you give us — and any photos or video from delivery and on-site assembly — only to fulfil your order, support you, and promote our work as described above. For the full picture of what we collect and your rights, see our privacy policy at sauna.in.th/privacy.
We'll always try to sort out any disagreement through good-faith talks first. If that's not possible, Thai courts and Thai law apply.
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