Product & Retail Returns Policy
We hope you are delighted with your purchase. This policy applies to retail products purchased from Vspa Retreat, including skincare, cosmetics, beauty and body-care products.
Products Purchased In Person at Vspa Retreat
For products purchased in person at Vspa Retreat, we are happy to offer an exchange within 7 days of purchase, provided you have proof of purchase and the product is:
- unused and unopened;
- in its original packaging;
- in a fully resaleable condition; and
- where applicable, has its tamper-evident seal fully intact and untampered with.
For health, hygiene and product-safety reasons, we cannot accept a change-of-mind return or exchange on products that have been opened or used, or where an applicable tamper-evident seal has been broken, removed, lifted, peeled back, cut, replaced, reapplied, altered or otherwise tampered with.
This does not affect your statutory rights if a product is faulty, damaged or not as described.
Online, Website, Telephone & Other Distance Purchases
For products purchased through the Vspa Retreat website, by telephone where the purchase qualifies as a distance contract, or through another qualifying distance-sales method, you normally have 14 days after the day you receive your goods to tell us that you wish to cancel your purchase.
Once you have notified us of your cancellation, you must return the applicable goods to us without undue delay and no later than 14 days after notifying us that you wish to cancel.
You do not need to give us a reason for cancelling an eligible distance purchase.
Tamper-Evident Seals & Hygiene-Sensitive Products
For health, hygiene and product-safety reasons, certain cosmetic, skincare, beauty and body-care products are supplied with a tamper-evident seal.
Where sealed goods are not suitable for return due to health-protection or hygiene reasons, the statutory right to cancel does not apply once the goods have been unsealed after delivery.
Where this health/hygiene exception applies, the tamper-evident seal must remain fully intact, unopened and untampered with for the product to be accepted as a change-of-mind return.
A product may be treated as unsealed where its tamper-evident seal has been broken, removed, lifted, peeled back, cut, replaced, reapplied, altered or otherwise tampered with, or where there is other evidence that the product has been opened or used.
Please do not open, remove or interfere with a tamper-evident seal unless you intend to keep the product.
This does not affect your statutory rights if the product is faulty, damaged or not as described.
Condition of Returned Products
Please take reasonable care of products while they are in your possession.
Where applicable, products should be returned in their original packaging with the tamper-evident seal completely intact and showing no signs of having been opened, removed, lifted, peeled back, replaced, reapplied or otherwise tampered with.
Where the statutory health/hygiene exception does not apply, we may make an appropriate deduction from a refund, where permitted by law, if the value of the product has been reduced as a result of handling beyond what is necessary to establish its nature, characteristics and functioning.
Return Postage – We Do Not Offer Free Returns
Vspa Retreat does not offer free returns or prepaid return labels for change-of-mind returns.
For eligible online, website, telephone or other distance-order cancellations, customers are responsible for arranging and paying the direct cost of returning the products to Vspa Retreat, provided we have informed you of this responsibility as required by law.
We recommend using a tracked or appropriately insured postal service and keeping your proof of postage until your return has been completed.
Eligible products may also be returned directly to Vspa Retreat by prior arrangement.
Different rules apply where products are faulty, damaged, incorrect or not as described. Where Vspa Retreat is legally responsible for return costs, we will meet reasonable return costs as required by law.
Delivery Charges
Where you validly cancel a qualifying distance order, we will refund the standard outbound delivery charge where required by law.
If you selected a more expensive delivery service than our least expensive standard delivery option, the additional delivery cost will not be refunded where permitted by law.
Refunds
Where a refund is due following the valid cancellation of a qualifying distance purchase, we will process the refund in accordance with your statutory rights.
Where we have not offered to collect the products, we may withhold the refund until we have received the products back or you provide evidence that you have sent them back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
Faulty, Damaged, Incorrect or Misdescribed Products
If a product is faulty, damaged, not as described or you have been supplied with a different product from the one ordered, please contact Vspa Retreat as soon as possible.
Your statutory consumer rights will apply in these circumstances.
The presence or condition of a tamper-evident seal does not remove your statutory rights where a product is faulty, damaged, not as described or otherwise fails to meet the requirements of UK consumer law.
How to Request a Return
To request a return or notify us that you wish to cancel an eligible distance purchase, please contact Vspa Retreat.
Please provide your name, order or receipt number (where available), and details of the product(s) you wish to return. If there is a problem with the product, please also provide details of the fault, damage or incorrect item.
For change-of-mind returns, please ensure that any applicable tamper-evident seal remains fully intact and untampered with.
Products being returned remain your responsibility until received by Vspa Retreat, so we recommend retaining proof of postage.
Your Statutory Rights
Nothing in this Returns Policy affects your statutory consumer rights. Where a product is faulty, damaged, not as described or otherwise fails to meet the requirements of UK consumer law, your statutory rights will apply.