Our policy lasts for a maximum of 30 days. If 30 days have passed since your purchase, unfortunately we can not offer a refund or exchange.

To be eligible for a return, the item you have purchased must be unused, and in the same condition that you received it and also in the original packaging it was dispatched to you in.

When you receive your order, the package will contain a ‘despatch’ note, which must be retained in case you need to return the goods for any reason. This is not an invoice.

Special Orders

Please note, any orders for items not considered our regular stocked items and therefore needs to be ordered into stock, will be treated as a special order and any subsequent return will incur a 20% additional stocking fee of the total cost of the item.

Altering an Order

Should you wish to change an order once it has been placed, please contact MySpa Direct on 01164 645 870 or by email at info@myspashop.co.uk. We will require your order number and date the order was placed. Please note an order can only be altered or cancelled up to no later than 3pm on the same working day after you placed the order as our courier will have collected the package for dispatch.  After this time, the contract of sale is complete and we will be unable to stop your order being shipped. You will however retain the right to cancel an order and return the product subject to the terms below in the ‘Returns’ section.  

Returns

In order to return an item you will need your ‘Dispatch Note’, found in the package on delivery. This is your proof of purchase and receipt of goods. In order to process a return please: –  

• Notify us by email to info@myspashop.co.uk. Please enter ‘Return Request’ in the Subject. Please detail the items you wish to return to us and the reason for return. Please also quote the original order number and your contact details.
• Complete the instructions detailed on the return slip within your parcel.
• Ensure your parcel is well packed for return, failure to safely package the goods up may result in damage on the return journey to us, if goods are found to be damaged on return to us we may not be able to process your return and refund any monies due.
• Make sure to include your name, address, contact details and order number in the package.

All parcels being returned to us should be sent to the following address: –  

MySpa UK Limited
2A Thornborough Road
Coalville
LE67 3TH
United Kingdom  

Unless you are returning goods by hand in person, we recommend you use a carrier that offers both tracking and insurance. You should obtain a receipt for the parcel when you send it as the goods remain your responsibility until received safely by us.  

Refunds (where applicable)

All returns once received will be notified by email and inspected. You will then be notified by email if your return has been either ‘Approved’ or ‘Rejected’ for refund. If approved your refund will be applied to the original method of payment within 7 days by MySpa UK Limited. Please note that it may take longer for you to actually see the refund in your account dependant on your bank or card providers process. MySpa UK Limited accepts no responsibility for late refund payments. Before contacting MySpa UK Limited on 01164 645 870 or by email at info@myspashop.co.uk please ensure you have first checked your bank account in detail, then contacted your card provider and/or bank to check they have received payment as it can sometimes take time for them to process refunds.

Refunds will be repaid at the original price you paid for the product, unless it was classed as a ‘Special Order’ for an item that is not regularly stocked, where the balance will be refunded less a 20% restocking fee. Delivery charges will not be refunded unless the products returned were sent in error, damaged or faulty. Please see the ‘Damaged, Faulty or Incorrectly dispatched products’ section.  

Once the original packaging of any product has been opened, or the product has been returned other than in a completely resalable condition, for reasons of hygiene and safety we will be unable to refund or exchange the products unless they were delivered damaged, faulty or in error, in which case please be aware of the following:

• Please do not return any product to the manufacturer, that is the responsibility of MySpa UK Limited.
• In certain situations only partial refunds would be granted.
• Any product not in its original condition, is damaged or missing parts may not be refunded.
• Any product returned more than 30 days from the date of delivery will not be refunded and may incur additional dispatch and handling charges.

Sale or Reduced Items

Any items in a sale or that have been reduced can not be refunded. Only regular priced items can be refunded.

Exchanges

Products can only be exchanged where they have been delivered defective or damaged. If this applies to you, please send the details of your order number, date of receipt and the item in question by email to info@myspashop.co.uk. Please note any replacement goods being dispatched may vary in delivery times depending on stock availability and also where you are located.

Incorrect Orders and Either Damaged or Faulty Goods

Items being returned as they were dispatched in error, or was delivered damaged or faulty, please follow the returns procedure detailed above. The full purchase price including delivery charges will be refunded, plus any ‘reasonable’ carriage cost you incur.