Returns and Refunds Policy

Returns and Refunds Policy

Purchasing Gift Vouchers

Gift vouchers can be purchased both online and in spa.

When purchasing vouchers in the spa, we can offer gift wrapping (£2.00) or gift wrapping and mail-out (£4.95 first class or £3.50 second class). Vouchers can also be emailed directly to you or the intended recipient.

When purchasing online, The Grange Spa will send the voucher(s) in the form of a PDF to you or the recipient. These can be forwarded by email or printed at home. You may also include a personalised message at the time of purchase.

Our online gift vouchers significantly reduce environmental impact, and we do not automatically post vouchers purchased online. Should you wish for us to gift wrap and post an online voucher, please email relax@thegrangespa.co.uk with your order number and voucher code. Gift wrapping and postage is charged at £4.95 (first class) or £3.50 (second class). Our voucher sleeves are fully recyclable.

Gift Voucher Validity & Extensions

Online Gift Vouchers

Online gift vouchers are valid for 18 months from the date of purchase.

If you require additional time, vouchers may be extended once only for a maximum of 6 months, subject to a £10 extension fee. This fee is charged by our third-party voucher platform to process the extension and is passed on at cost.

Please note:

• Vouchers can only be extended one time

• No further extensions are available beyond this point

• Expired vouchers cannot be redeemed

• Vouchers are always worth the total value paid at the time of purchase

The Grange Spa will not accept any gift voucher with an expiry date exceeding 24 months from the original purchase date.

We strongly recommend booking in good time, as availability is limited and extensions are not guaranteed beyond the stated terms.

In-House Gift Vouchers

Gift vouchers purchased directly at The Grange Spa may be extended at our discretion and do not incur an extension fee. All extensions must be requested prior to the voucher expiry date and are subject to availability.

Refunds for Online Gift Voucher Purchases

When purchasing vouchers online, we want you to be completely satisfied with your choice. If for any reason you are not 100% happy, please let us know within 30 days of purchase.

We will then void the voucher and issue a refund less a 10% administration charge to cover costs incurred. Refund requests can be made by calling 01778 440511 or emailing relax@thegrangespa.co.uk.

This goodwill refund policy does not affect your statutory rights under the Consumer Contracts Regulations.

Spa Booking and Treatment Cancellation Policy

In Summary

Should you need to cancel your booking, we require a minimum of 10 working days’ notice prior to your arrival date. At this point, we can issue a refund less 10% to cover card charges and administration costs.

Alternatively, we can:

• Issue a gift voucher for the full value (12-month expiry)

• Place the funds on account for future use

• Reschedule your booking

Please read the full cancellation policy below for further details.

Food and Perishables

If food or perishables have been added to your booking and you cancel or rearrange within 24 hours of arrival, these items will need to be charged as they cannot be reused.

When Making a Reservation

Full payment is required at the time of booking by debit or credit card. If using gift vouchers, the voucher code must be provided at the time of booking. If the code cannot be produced, alternative payment will be required.

Please book all treatments at the time of reservation or as soon as possible thereafter, as we cannot guarantee treatment availability on arrival.

Cancelling Your Reservation – Full Details

Cancellations made with 10 working days’ notice are eligible for a refund less 10% of the total booking value.

After this point, we will need to cover costs already incurred, including:

• Therapist wages at £15 per hour for any booked treatments

• Administrative and payment processing costs charged at 10% of the booking value

• Any food or perishables ordered

Cancellations Within 48 Hours

We understand that unforeseen circumstances can arise and will always aim to treat our guests fairly.

However, cancellations made within 48 hours of your scheduled arrival or treatment are significantly more difficult for us to accommodate. At this stage, therapists have been allocated, catering may have been prepared, and the opportunity to re-sell your reservation is often greatly reduced.

For this reason:

• Refunds will not normally be offered for cancellations made within 48 hours.
• Where appropriate, and entirely at management’s discretion, we may offer a voucher or place the value onto your spa account for future use.
• In some circumstances, particularly where costs have already been incurred or the booking cannot reasonably be re-sold, cancellation charges of up to the full booking value may apply.
• Every cancellation will be considered individually, taking into account the circumstances, the notice provided, previous booking history and the impact on the business.

Our aim is always to be fair and understanding whilst protecting the availability of appointments and maintaining the high standards expected by all of our guests.

Refunds for Online Bookings

Where a refund is approved for an online booking, it will be processed back to the original payment method wherever possible.

Refunds are issued in accordance with this Returns & Refunds Policy and may be subject to:

• Our standard cancellation charges where applicable.
• The deduction of any non-recoverable costs already incurred by The Grange Spa, including but not limited to catering, treatment costs or other third-party charges.
• Any applicable fees where these cannot be recovered by The Grange Spa.

Where appropriate, and entirely at the discretion of management, we may offer a voucher or place the value onto your spa account instead of issuing a monetary refund.

We understand that genuine mistakes can happen and will always endeavour to treat each situation fairly. However, refunds outside of your statutory rights are provided at the discretion of The Grange Spa and in accordance with this policy.

Group Bookings – Cancellations & Amendments

Group bookings require us to reserve significant spa capacity, treatment availability and staffing levels, often preventing us from accepting other bookings. For this reason, our cancellation policy for group bookings differs from that of individual reservations.

• Full payment is required to confirm all group bookings.
• Payments made for group bookings are non-refundable and non-transferable.
• If any member of the group cancels, chooses not to attend, fails to arrive or leaves early, refunds, vouchers, credits, transfers or money placed on account will not normally be offered.
• This policy reflects the fact that cancelled group spaces are often impossible to re-sell at short notice and may result in financial loss to the business.
• Where operationally possible, guest name substitutions may be accepted at the discretion of The Grange Spa.

A comprehensive Group Booking Policy & Terms and Conditions applies to all group bookings of six or more guests. This document contains the full booking terms, including payment, cancellations, treatments, exclusive use, guest conduct and other important information.

A copy of the full Group Booking Policy & Terms and Conditions will be provided to the lead booker during the booking process and forms part of the booking agreement. By confirming a group booking, the lead booker accepts these terms on behalf of all members of their party.

Rearranging Your Spa Day

You are welcome to rearrange your spa day, place funds on account, or request a voucher for the full value of your booking at no additional cost.

If a booking is rearranged more than three times, an additional 10% administration charge will apply.

Funds placed on account remain available indefinitely. Gift vouchers issued will be valid for 12 months.

Management Discretion

Outside of your statutory rights under UK consumer legislation, any refund, voucher, credit, transfer or money placed on account is offered entirely at the discretion of The Grange Spa.

Each request will be considered individually, taking into account the circumstances, the notice provided, previous booking history, costs already incurred and the impact on the business.