Service
Returns & Shipping
Not quite warmed up to your purchase? No problem: returning it is just as relaxing as a sauna session.
30-day cooling-off period
Delivery within 5 business days
Free shipping NL & BE
2-yr stove / 1-yr tent warranty
Shipping
Fast, free and safe, right to your door.
Free shipping in the Netherlands and Belgium
No shipping costs on your sauna tent within the Netherlands and Belgium.
At your door within 5 business days
Ordered today? We deliver within 5 business days of receiving payment. You'll get a track & trace code by email.
Safe in transit
The transport risk is entirely MOOSSE's. Package arrives damaged? Let us know and we'll fix it.
Delivery outside NL & BE
Possible on request via aymar@moosse.nl, with adjusted shipping costs.
How to return
Your money back in 4 steps.
Step 01
Report your return
Within 30 days of receipt via aymar@moosse.nl or the model form. Include your order number.
Step 02
Pack the product
Packed securely, preferably in the original packaging. Keep your proof of shipment.
Step 03
Ship within 14 days
Send the package to our return address within 14 days of your notice. Return shipping costs are your own responsibility.
Step 04
Refund within 14 days
You'll receive the purchase amount including the original shipping cost back via your original payment method, minus the cost of the return shipment.
Good to know
Fair and clear.
Already used the product?
You may unpack and inspect the product the way you would in a shop. If you've used it more intensively than that, we may deduct a reasonable amount for the reduced value from your refund. You always keep your right to return.
If you've fired up the wood stove, it can no longer be resold as new. In that case we deduct a value-reduction amount based on the difference between the new value and the value of a used/demo unit. Unpacking and inspecting the stove (opening the door, checking the hinges and draft control) doesn't count as use.
Excluded from returns
Custom or personalized products, and products with a broken seal that can't be returned for hygiene reasons.
2-year warranty on the stove, 1 year on the tent
On top of your statutory rights.
Right of withdrawal
Withdraw directly online
No account needed. Fill in your details, review them, and confirm. You'll receive a confirmation by email.
Prefer to withdraw by post or email instead of the form above? Use the official EU model withdrawal form:
Model withdrawal form (by post or email)
(Only complete and return this form if you wish to withdraw from the contract.)
To: MOOSSE V.O.F., Westersingel 41D, 9718 CD Groningen, Netherlands / aymar@moosse.nl
I/We (*) hereby give notice that I/we (*) withdraw from our contract of sale of the following goods (*):
- — Ordered on (*) / received on (*):
- — Name of consumer(s):
- — Address of consumer(s):
- — Order number:
- — Signature (only if this form is notified on paper):
- — Date:
(*) Delete as appropriate.
Frequently asked questions