Returns and Refunds Policy

Purchasing vouchers online

You can also purchase our gift vouchers in the spa. When buying your vouchers in the spa, we can offer gift wrapping (£2.00) and gift wrapping and mail-out (£3.95) or email the voucher directly to your inbox. 

When purchasing online, The Grange Spa will send the voucher(s) to you or whomever you are gifting the voucher to in the form of a PDF; this can then be forwarded to the intended recipient as an email, or you can print off the voucher to give to the intended recipient. When purchasing the voucher online, you can enter a personalised message. Our online gift vouchers 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; we do charge £3.95 for gift wrapping and postage. Please note that our beautiful gift voucher sleeves are fully recyclable. If you have purchased a voucher online and would like us to gift wrap and mail it out, please email your request to relax@thegrangespa.co.uk and state your order number and voucher codes; we will then print off and gift wrap your voucher prior to mailing it to the intended recipient, as mentioned we charge £3.95 for this service. All of our vouchers are valid for 12 months from purchase. We can extend your voucher to a maximum of 2 years; please be aware that when we extend the voucher by another year, there might be additional fees to pay as a result of price increases. For clarity, the gift voucher will be worth the total value paid at the time of purchase. Please note that The Grange Spa will no longer accept any gift voucher with an expiry date longer than two years. 

When you purchase our vouchers online, we want you to be completely satisfied with your choice. If for any reason you’re not 100% happy with your purchase, please let us know within 30 days of purchase. We will then void the purchased voucher and issue a full refund, less a 10% administration charge for costs incurred. You can initiate this process by calling us on 01778440511 or emailing relax@thegrangespa.co.uk. We’re committed to ensuring your satisfaction with our service and products.

Spa Booking and Treatment Cancellation Policy

In Summary

Should you need to cancel your booking, we will require a minimum of 10 working days’ notice; we can then issue a refund less 10% for charges incurred, we might also need to cover any further losses to the business; we can, however issue vouchers for the total value of your booking with a 12-month expiry, place the money on account to use at a later date or you are welcome to reschedule as many times as necessary to insure that you get your booking. Please read on for the full details of our cancellations and refund policy.

Food and Perishables

If you have booked food or perishables with your spa day or treatment and wish to rearrange your experience within 24 hours of arrival, we will need to charge for these items as they will need to go to waste.   

When making a reservation

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 at the time of booking. If the voucher code cannot be produced, we will require an alternative form of payment.

Please book all of your treatments when making your reservation or as soon as possible, as we cannot guarantee the availability of treatments on your arrival. Please be aware that due to the popularity of our treatments, we are no longer able to reserve treatment space. 

Cancelling your reservation in detail

Here are the details of our cancellation policy. If you need to cancel your booking, we will need a minimum of 10 working days’ notice prior to your arrival date. At this point, we can issue a refund, less 10% of the total booking cost. This 10% covers our losses relating to card charges and administration costs.

After this point, deposits are refundable, but we will need to cover all of our losses. Once you have made your booking, we have started to invest in you. If you have booked a treatment, we will need to cover the cost of wages, which will be charged at £15 per hour. We will also need to cover all financial costs associated with the booking, which will be charged at 10% of the total cost of your reservation. This covers administrative costs, card charges for the initial payment and refund, as well as any booking fees we have had to pay.

If you have added food and you cancel within 24 hours, we will need to charge for the food and/or any other perishables.

Rearranging your spa day

You are welcome to rearrange your spa day, place the funds on your account to use at a later date or request a voucher for the total value of your booking; these options are available at no additional cost to you. Should you need to rearrange your booking more than three times, we will need to charge an extra 10% of the total booking cost to cover the administration of your booking. Money placed on the account will be available for you to use indefinitely; vouchers, as usual, will be valid for 12 months. Please see the full terms and conditions on gift vouchers above.