Return and Refund Policy

The Chelsea Spa Return and Refund Policy (v1.1)

This return and refund policy is prominently displayed on The Chelsea Spa’s website, including a dedicated page accessible from the footer, and is linked during the checkout process for both product purchases and treatment bookings.

Beauty Products:

  • Return Period: The Chelsea Spa offers a 28-day return period for beauty products purchased online. This period commences from the date the customer receives their order.
  • Conditions for Return: To be eligible for a full refund, products must be returned unopened, unused, and in their original packaging, with all original seals intact. Any complimentary items received as part of the order (e.g., free gifts or samples) must also be returned.
  • Opened/Used Products: For hygiene reasons, The Chelsea Spa cannot accept returns or offer refunds or exchanges for beauty products that have been opened or used, unless the product is faulty.
  • Faulty or Misdescribed Products: If a customer receives a product that is faulty or not as described, they should contact The Chelsea Spa’s customer service team as soon as possible, no later than 30 days of receipt. The Chelsea Spa will offer a repair, replacement, or full refund for such items. Photographic evidence of the fault is required to expedite the process.
  • Return Shipping: For returns due to a change of mind, the customer will be responsible for the cost of return shipping. The Chelsea Spa recommends using a tracked and insured delivery service as the customer remains responsible for the item until it is received by The Chelsea Spa. For faulty or incorrectly shipped items, The Chelsea Spa will provide instructions and cover the cost of return shipping.
  • Return Process: To initiate a return, customers should contact The Chelsea Spa’s customer service team via email at info@thechelseaspa.co.uk or phone at +44 020 7351 4555, providing their order number and the reason for the return. Customers will then receive further instructions on how to proceed.
  • Refund Process: Once the returned product is received and inspected to ensure it meets the return conditions, a refund will be processed within 14 days to the original payment method used for the purchase. Customers will be notified via email once the refund has been issued.

Beauty Treatments:

  • Cancellation Policy: Customers can cancel or reschedule their online beauty treatment bookings by providing at least 48 hours’ notice.
  • Deposits: A non-refundable deposit of 30% will be taken at the time of online booking to secure the appointment.
  • Rescheduling: Customers who provide at least 48 hours’ notice to reschedule their appointment can transfer their deposit to the new booking. Only one instance of rescheduling will be permitted per booking.
  • Late Arrivals: If a customer arrives late for their appointment, the treatment time may be reduced accordingly, or the appointment may need to be cancelled. In such cases, the deposit will be forfeited.
  • No-Shows: Customers who fail to attend their scheduled appointment without providing any prior notice will forfeit their deposit, and may be charged the full cost of the treatment at the discretion of The Chelsea Spa.
  • Pre-paid Courses and Gift Vouchers: Pre-paid treatment courses are valid for 12 months from the date of purchase and are non-refundable. Gift vouchers are valid for 6 months from the date of purchase and are also non-refundable.
  • Cooling-off Period: Under the Consumer Contracts Regulations 2013, customers have a 14-day cooling-off period to cancel their online treatment booking from the date of confirmation. However, if the appointment is scheduled to take place within this 14-day period and the customer agrees to proceed, their right to cancel under the cooling-off period will be waived once the treatment has commenced. Cancellations within the 14-day cooling-off period but outside of 48 hours prior to the appointment will result in a full refund of any payment made, including the deposit.