Polhus - UK Reviews 60

I purchased a hot tub cover from Polhus, which arrived with an overpowering, nauseating chemical smell. I contacted their team shortly after receipt to report this. I was advised to wait, as it was just "off-gassing" and would resolve after a few months.

I trusted their professional advice and waited, but 1.5 years later, the smell remains exactly as strong as it was on day one. It renders the hot tub unusable as it makes all of the water smell.

When I reached out to resolve this now, they refused to offer a refund or replacement, citing that "too much time has passed." They are effectively punishing me for following their own guidance. If you buy from Polhus, be aware that if you receive a faulty item, they will tell you to wait until your warranty/return period expires, and then refuse to help you. Extremely disappointed in the lack of accountability and the poor quality of the product. Not just the £350 hot tub cover wasted but cannot use out multi thousand £ hot tub whilst we fix the lid situation. Sham company.

Website promised 15–20 business days (3–4 weeks). Immediately after payment, confirmation email extended this to 4–5 weeks.

At week 3, after no communication, I chased -only to find my order had effectively been forgotten. Product was in stock but not dispatched, and no contact to me. Timeline reset without valid explanation.

In week 5 (just before Easter), an unknown courier emailed with a single date for week 6, with no coordination. I called, gave full availability for week 7, and agreed flexibility.

Week 6, still nothing repeated unanswered calls/emails. Lunchtime Monday week 7, the courier admitted no delivery had even been scheduled. Committing persistence, delivery scheduled Friday of week 7.

Polhus excel at marketing, but customer experience is chaotic and misleading. For GB customers, the requirement to chase repeatedly then failure to meet even revised timelines is unacceptable. Please check other reviews before parting with £££—this isn’t an isolated case

Rob & Gary from CSL Construction did an amazing job. Arrived on time, gave me a full breakdown of what they were doing. Very polite & so helpful.

Rob constructed our sauna and was excellent with his knowledge and technical expertise. He was brilliant at keeping me up to date with progress, extremely helpful with advice following the build and was really adaptable to our requests for the sauna. I would recommend Rob in the future.

Pre order customer service was amazing. Fast reply but incorrect responses. We discovered this after the order was delivered. The screws were missing and 45 minutes to customer care, who didn't want to help really showed how awful the company is after they have your money. We didn't end up with the slotted easy to assemble timber we were expecting which is a better product. It's all screwed to a narrow corner post. Very low quality, very poor design and very low end product with a premium price tag. Go elsewhere, be warned!

I bought a sauna and sauna heater from Polhus. Throughout their customer service has been excellent and Katriina always answered the phone. The Narvia NS heater was defective (not Polhus's fault) but they were brilliant in sorting it out to my entire satisfaction. The sauna is great and the instructions to self assemble it were very easy to follow. All in all a great experience and I would definitely recommend
polhus

Our Vidar sauna is magical. Brilliantly made and beautifully designed. Problem? The customer service is truly bad. They go missing, they don't know what they are selling, their customer care around heaters, power connection, LED lights is zero. They charged for fitting, but outsourced (to good guys) but this confused timing/delivery etc. Their team are ONLY selling to you. It's frustrating as the quality of product is good - I'd simply expect a little more attention, knowledge and thoroughness as these are not inexpensive. Do better Polhus - the sauna market is very competitive now.

Our sauna arrived within a few weeks of order - the team led by Ahmed were extremely helpful and responsive.
The installation team, led by Chris were superb - not even broken down vehicles, storm Claudia or the M25 could stop them. Made a really good job of building the sauna - great experience all round...

It's incredibly scary buying a product that you don't know much about online. There are just so many scams and fraudsters out to sell you a dream that they then don't deliver on. I've been stung recently by a local company so I was especially wary when choosing which company to trust to supply & install a sauna for us.

The sales call was the first really positive experience. I was given really helpful, structured guidance on all the decisions I had to make. It didn't feel like a sales call, just a conversation with an expert who was helping me order exactly what I wanted.

Communication post sales re delivery wasn't great and I had a few anxious days in which I couldn't connect with anyone to update me on when my sauna would actually arrive. The scam monsters were whispering their scare stories in these days.

But once I found someone to talk to - number on their website does take you to a real person - I was reassured & regained patience and trust.

The delivery driver was incredibly helpful & kind and then as planned the installation team were here the next day.

They were just amazing. Polite, efficient & skilled they nearly had the whole sauna & stove fitted in a day but ran out of light so rather than rushing it & cutting some corners they came back the next day (at least a 2 hour drive each way from where they live.)

It looks fabulous - I think above and beyond my expectations.

Everyone I've had direct dealings with in the process has been absolutely lovely. It has restored my faith in humanity & craftsmanship - there ARE still good people and good companies who care to give customers a good experience.

Apologies that this is such a long review - but it's a big purchase. It's important to get it right and on this occasion we have.

I purchased a wood fired sauna for my garden. Pre purchase I contacted Ahmed for advice on which stove to buy, he was very helpful and efficient.
I ordered and the goods arrived within 4 weeks (quicker than originally quoted). One piece of chimney damaged on arrival, Ahmed quickly sorted this for me. All in all excellent service and a superb sauna. I paid a professional chippy to build it, 4 full days work. I'm pleased I didn't do it myself, would have been quite fiddly and taken me a lot longer.

Great product - Seamless process!

Very happy with our Polhus Sauna order in the UK. The kit arrived without issue, fluid communications throughtout the process and once we figured out the base it went up fast and easy. Now enjoying our new Sauna in the garden!

Very prompt in communications and clear about cost and delivery. Product looks great.

Good interaction with the customer service and detailed answers.
Order placed

Great communications, called back to discuss options, very good customer care.

Very clear information online and helpful additional advice on telephone. Very clear ordering information and reliable delivery on time - despite our remote location.

We ordered the Narvik sauna and it arrived at the time we wanted which was excellently coordinated by the very helpful Katriina.
It arrived in a large well packed box. With so many pieces i was amazed nothing was missing or damaged, so far so good.
The exterior thermowood is really high quality, good to work withz lovely deep colour and smells incredible. You do need some additional tools and basic diy skills would be useful but largely the proccess is well mapped out in the instruction manual using visual diagrams. Some parts parts could have done with more explanation and clearer images, so i do suggest to read the instructions thoroughly which can be downloaded ahead of time from their website (also good that they provide 3D exploded diagram).
Really happy withthe service and overall product. Would reccommend and we are also looking at other products. Thank you Polhus.

We are delighted with our sauna (Grindavik in thermowood) that arrived in kit form. Very well packaged and the delivery team went to great lengths to overcome access challenges. All components were of the highest quality and even though the process was a bit more challenging for me than I anticipated, I am thrilled with the result and very glad I could rope in a few more skilled pairs of hands to help me. The Polhus team always responded quickly to all our questions and helped us troubleshoot every detail.

I ordered a Jorvik sauna with wood burning stove in May 2025 and elected to construct myself.

I chose Polhus and the Jorvik sauna on the basis of the design, materials and the attention to detail. Many other barrel sauna available in the UK failed to match Polhus in terms of design, but they did do better on price however. Polhus are not the cheapest.

Placing the order was relatively straightforward but I would say Polhus could do better with more proactive correspondence. I did have to chase a few times to get updates. However, Katriina in the UK did answer all my questions and concerns quickly via email and WhatsApp.

The sauna was delivered when I requested and the kit was well packaged. No missing or defective parts. (Wood being natural is hard to guarantee consistent finish, grain, etc)

Construction was relatively easy, as long as you can get a few helping hands for some of the early stages. The main structure was complete in one weekend. The roof, burner and shingles completed the next week.

I did need some technical assistance and was connected to Malmö staff, including a senior member of staff who stepped in to assist when my allocated engineer had a small family crisis.

Since construction the sauna has been used heavily and now regard it as money very well spent. As the timber is thermo wood (oh that smell!) I do expect it to continue serve me for many years to come.

Polhus provide excellent customer service and a quality sauna. We bought a barrel sauna to build ourselves. The kit was easy to assemble and the instructions were clear. We love our garden sauna experience.

I've e-mailed several questions relating to a recently purchased sauna. Each time there has been a quick and helpful response.