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Returns and Refunds Policy

Purchasing vouchers online

Vouchers are sent out to the client in the form of a PDF this can then be either forwarded to the intended recipient as an email or the client can then print off the voucher and mail out to their intended recipient. We do this in order to significantly reduce the environmental impact. We do not mail out vouchers purchased online. Should you require us to post the voucher to the intended recipient you will need to inform us that this is your intention. Should you wish to do this please email your request to relax@thegrangespa.co.uk state your order number and voucher codes, we will then print off and gift wrap your voucher prior to mailing to the intended recipient, there may be an additional charge for this service. All of our vouchers are valid for 6 months from the time of purchase.
When purchasing online should you not be 100% happy with your purchase, you will need to notify us within 30 days we will then void the purchased voucher and issue a full refund less a 5% administration charge for costs incurred. You can do this by calling us on 01778440511 or emailing relax@thegrangespa.co.uk. Should the sale only reach the "Checkout" stage of the order process this means that the voucher will not have been purchased according to our records, this in turn will result in the voucher PDF not being produced and emailed out as the automatic system has not picked up on the sale. Should this happen The Grange Spa will not issue the voucher unless proof of purchase can be provided. Proof of purchase must be given before the new voucher can be dispatched. Once proof of purchase is provided we will issue the voucher and send as a PDF via email unless a postal method has been otherwise agreed.

Spa Booking and Treatment Cancellation Policy

During our business recovery from Covid-19 we will not be issuing refunds. Should you need to cancel we will however issue vouchers for the full value of your booking with no expiry, place the money on account to use at a later date or we will be offering the opportunity to reschedule as many times as necessary to insure that you get your booking. 

When making a reservation, full payment will be required by credit or debit card. If you have gift vouchers we will need the code number on booking. If the voucher cannot be produced alternative payment will be obligatory. Please book all of your treatments when making your reservation or as soon as possible afterwards as we cannot guarantee availability of treatments on your arrival, please be aware that that due to the popularity of our treatments, we are no longer able to reserve treatment space.  If you should need to cancel your booking we will need a minimum of 7 days' notice prior to your arrival date. Deposits are non refundable, once you have made your booking we have started to invest in you, you are welcome to rearrange your spa day, place the funds on account to use at a later date or request a voucher to the full value of your booking, these options are available at no additional cost to you. Money placed on account will be available for you to use indefinitely, vouchers as normal will be valid for a period of 6 months.  In exceptional circumstances we will issue a refund less a 10% charge which will be deducted from the full amount to cover costs incurred to us for processing the payment & refund.