Returns and

Refunds Policy

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

Refunds for Online Bookings

When booking online, a transaction fee is charged by our payment platform at the point of sale. This fee is non-refundable in all circumstances, including bookings made in error.

Any refund issued will therefore have:

  • The non-refundable transaction fee deducted

  • Our standard 10% cancellation charge applied

  • Any additional non-recoverable costs deducted

“We understand that mistakes can happen, but unfortunately we’re unable to absorb the transaction fees applied by our payment platform. As such, the application fee charged when booking online is non-refundable and will always be retained, even in the event of a quick cancellation or error.”

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.

Gift Vouchers

Treat a Loved one to a Treatment or Spa Day Experience

Buy Vouchers Here

You can book or Purchase a Voucher online...