Shipping policy

This is a translation. The contract language is German; in case of discrepancies the German version prevails.

Shipping and Delivery Terms

Palazzina Sports & Building GmbH – online shop “Palazzina Wellness” (palazzina-wellness.com)

Version of: 21 October 2026

These terms apply to orders in our online shop. They form part of our General Terms and Conditions.

1. Where we deliver

Through the online shop we deliver only to delivery addresses in Germany. Deliveries to other EU member states are possible on request as part of an individual quote; the terms stated in the quote apply to them.

For delivery addresses on islands without a road or bridge connection (for example Heligoland or the Halligen), please ask us in advance whether and on what terms delivery is possible.

Delivery to parcel lockers or PO boxes is not possible because we deliver by freight carrier.

2. How we deliver: by freight carrier, to the kerb (“frei Bordsteinkante”)

Our saunas, hot tubs and cold water tubs are large and heavy. We therefore do not deliver them as parcels but by freight carrier by truck.

Delivery to the kerb (“frei Bordsteinkante”) means: the freight carrier delivers the goods to the kerb in front of your delivery address. If the truck cannot stop there, it delivers to the nearest point that the truck can reach safely and lawfully.

The following are not part of our delivery, unless we have expressly agreed otherwise with you in text form:

unloading from the vehicle, including by crane, forklift or helpers,
transport from the vehicle to the installation site,
unpacking, setting up and assembly,
connection and commissioning.

We do not offer unloading from the vehicle, including by crane or forklift, for saunas. You arrange this yourself, for example with a crane or forklift service from your region, and bear the costs for it. Unloading assistance by the vehicle or the driver is not promised.

How the goods are loaded on the vehicle (for example on pallets or as a pre-assembled module) depends on the product. Information on dimensions can be found on the product page. We will tell you the weight and packed dimensions on request before you order.

3. Delivery time

The delivery time is stated on the product page and in your order confirmation. For most products it is 12–18 weeks from conclusion of contract. It depends on the supplier of the respective model. If a different delivery time is stated for a product, that time applies.

In the order confirmation we tell you in which week we expect to schedule the delivery. If delivery is delayed, we will inform you without undue delay.

4. Shipping costs

Shipping costs depend on the product, above all on size and weight. They are shown to you before you order on the product page, in the cart and at checkout. The prices in the shop include statutory value added tax; the shipping costs are added to the product price shown. If you order several products, shipping costs are incurred for each product.

For orientation, as of 21 October 2026:

Product group	Shipping costs within Germany
Cold water tubs, cold plunge pools and ice baths	EUR 250
Saunas up to 250 cm in length	EUR 500
Saunas over 250 cm up to 350 cm in length	EUR 650
Saunas over 350 cm up to less than 500 cm in length	EUR 900
Saunas of 500 cm in length or more	EUR 1,100
Sauna and spa combinations	EUR 800
Hot tubs	EUR 600

The amount that is shown to you before you order is always the binding one.

If you withdraw from the contract, we will refund the shipping costs of the standard delivery in accordance with our withdrawal policy.

5. Process and delivery date

After your order you receive an order confirmation by email.
We prepare your order and commission the freight carrier.
The freight carrier agrees the delivery date with you. For this it needs a telephone number at which you can be reached. Please therefore give your telephone number when you order.
On the day of delivery, someone must be on site who can accept the goods.

If you need to postpone the date, please contact us as early as possible.

6. Please prepare: checklist for the delivery location

So that delivery succeeds on the first date, please check the following before delivery:

Access: Can a truck drive up to your delivery address? Take into account width, height (for example branches, cables, gates), tight bends, load-bearing capacity of the road and turning options.
Unloading point: Is there a level area on which the goods can be unloaded?
Unloading: Have you arranged a crane, forklift or helpers? Ask us in advance for the weight and dimensions of the goods.
Installation site: Has the subsurface or foundation been prepared in accordance with the product description and assembly instructions?
Connections: Have electricity, water and waste water been planned on site, insofar as the product needs them? Electrical connections may be made only by a qualified electrician. For wood-fired heaters, the chimney and the inspection and acceptance by the district chimney sweep must be taken into account.
Permits: Whether a permit or notification is required for installation or operation depends on the federal state, the municipality, the size and the location. Please ask your municipality before ordering. We cannot give legal advice.

7. Acceptance of the delivery and transport damage

Please check the delivery on acceptance for externally visible damage and for completeness, insofar as this is possible without opening the packaging.

Note visible damage on the delivery note or consignment note of the freight carrier.
Photograph the damage and the packaging if possible.
Please notify us of damage as soon as possible, ideally by email with photos.

Short notification periods apply towards the freight carrier. Without timely notification, it is presumed that the goods were delivered undamaged. With your support we can enforce claims against the freight carrier more quickly.

This is a request to you, not a condition. As a consumer, you do not lose your statutory rights if you do not follow these instructions. This applies in particular to your rights in respect of defects. For merchants, the statutory duty of inspection and notification of defects applies (§ 10 (4) of our General Terms and Conditions).

8. If delivery does not work out

If the goods cannot be delivered for reasons within your sphere (for example because no one can be reached, the truck cannot use the access route or unloading has not been arranged), we will agree a new date with you. You bear the additional costs that actually arise as a result (for example for a repeat delivery or storage) insofar as you are responsible for the delay. On request we will provide evidence of the costs. Your statutory rights remain unaffected.

9. Partial deliveries

If your order consists of several products, they may be delivered separately, for example because the products come from different suppliers. We will inform you of this. We bear additional shipping costs that arise only because we choose a partial delivery. Our withdrawal policy applies to the withdrawal period in the case of separate delivery.

10. Assembly and installation

Assembly and installation are not part of the scope of delivery unless we have expressly offered them as a service and you have ordered them. Depending on the product, we deliver as a kit for self-assembly or pre-assembled; the product description is decisive. Assembly instructions are enclosed with the product insofar as the manufacturer supplies them.

11. Note on waste electrical equipment

Electrical and electronic equipment, for example electric sauna heaters, control units or heated and cooled tubs, must not be disposed of with household waste. The crossed-out wheelie bin symbol indicates this. You can hand in old equipment at your municipality’s collection points. Please first remove old batteries and lamps that are not permanently built into the equipment, and delete personal data on equipment with memory.

12. Returns and withdrawal

Your right of withdrawal and the costs of a return shipment are set out in our withdrawal policy. Large goods such as saunas and hot tubs cannot be returned by parcel.

In the event of a withdrawal or a defect, please contact us first so that we can coordinate dismantling and return transport with you. This is a request, not a condition for your rights.

13. Contact

Palazzina Sports & Building GmbH, Marc-Chagall-Str. 2, 40477 Düsseldorf, Germany

Telephone +49 211-94250820, email post@palazzina-sports.com

Monday to Friday 9:00 a.m. to 5:00 p.m. (CET)