Returns Policy

We make every effort to check items before dispatched; however the suppliers do most of the quality control. Due to the nature of the products we sell, some of these products may become damaged or faulty in transit. If an item is delivered damaged or faulty, we will make every effort to resolve the matter fast and in accordance with the terms and conditions outlined on this page. 

 

Please note, we do not offer monetary or non-monetary compensation (i.e. in the form of goods or services) for the loss of potential sales due to damaged/ faulty/ missing/ incorrect items delivered or delays in delivery. 

 

1. Item(s) damaged/ faulty on receipt:

Please inform us of any damages / missing items / faulty items within 3 business days from the receipt of your order. If an item is damaged on receipt, please contact us via email to report the issue. Please quote the order reference number and the name of the damaged item. In most cases: We will request for a photograph of the item to be emailed to us (including and the order number).

 

We will credit the account for the value of the damaged item(s). On occasion, we may request for the item(s) to be returned to us. In such cases we will provide you with a copy of a Returns Form for your customer to fill in and further instructions on how to return the item(s), which depend on the value/size of the return. Please note: credit, rather than refund or replacement will be offered for damaged/ faulty items. 

 

2. Items missing from order: 

If an item is missing from your order, please contact us via email stating your order number and the item name. Please make sure you report missing items within 3 business days from the delivery date of your order. We will credit the account for the value of the missing item(s). Please note: credit, rather than refund or replacement will be offered for missing items. 

 

3. Items sent in error by Suppliers:

If you have received any items you have not ordered; please inform us of this as soon as possible. In most cases we will be able to provide a prepaid return label. If you have been charged for the items sent in error by our suppliers, we will process a refund for the goods.

4. Items ordered in error by the Buyer: 

If you have ordered incorrect item(s) or too many items, please contact us to report this within 3 working days of the delivery date of your order. Please always quote your order number, the item name/s and quantity of the items you wish to return. Once this is reported, we will send you a Returns Form to fill in and include with the returned items. Please note, we will not be able to credit the return postage for items ordered incorrectly or in error. If the return is large, we can offer to book a collection for it for a fee of £7.50+VAT for UK mainland. On receipt and inspection of the returned goods we will issue a credit to your account. The original delivery cost will be deducted from the credit note.

5. Return dates: 

We have a 7 day returns policy, which means you have 7 days after receiving your item to return it.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

6. Contact information: 

To start a return, you can contact us at info@spaplus.co.uk with details of the item you would like to return.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@spaplus.co.uk.

7. Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

8. Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

9. Exchanges
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.

10. European Union 14 day cooling off period
Not withstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

11. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@spaplus.co.uk.