Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
This Returns Policy was last updated on 09/10/2020.
It is important that you check your order or items upon receipt and always before use. If any errors occur, or issues arise, then these need to be reported to us immediately so we can investigate. We have a 14-day return policy for products bought online, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened, or unused and in its original packaging. You will also need the receipt or proof of purchase. Your statutory rights Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however, mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
Please contact our Spa Reception team who will be happy to assist –
email@example.com. We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
How do I arrange a return?
Firstly, contact us at firstname.lastname@example.org where you will be given instructions on our returns procedure. Items sent back to us without first requesting a return will not be accepted.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details, we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything, but without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item. Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance, If we sent you the wrong item, or If the item is damaged or faulty. We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact us at email@example.com or call 028 2588 1001
Damages & Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. Should your product arrive open or faulty, please contact our team on firstname.lastname@example.org.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item online.
We will notify you once we have received and inspected your return, and advise if the refund was approved or not. If approved, you will be automatically refunded on your original payment method.
Please remember it can take some time for your bank or credit card company to process the refund.
Right to Cancel
You have the right to cancel this contract within 14 days without giving reason. The cancellation period will expire after 14 days from the day on which you acquire physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by emailing email@example.com).
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Cancellation
If you cancel this contract, we will reimburse all payments received from you, excluding the cost of delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a) 14 days after the day we receive back from you any goods supplied; or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.