We operate a 14-day cooling off period for gift cards purchased online. You can cancel your order at any time until seven working days after the purchase date. After this time, gift cards are non‐refundable.
Please advise us of any cancellations in writing – by post or email email@example.com supplying your name, address and the gift card number. It is not necessary for you to return the gift card to us. We recommend that cancellation letters are sent via Royal Mail Recorded Delivery.
Any gift cards purchased over the phone are non‐refundable.
Please note that any gift cards purchased prior to offers cannot be exchanged for discounted or promotional gift cards.
1st class post is used for gift cards sent in the mail. Next working day delivery is available at an additional charge, for orders placed before 2pm.
We can accept no responsibility for the length of delivery time or non-delivery of the orders once good are despatched. Delivery times are reliant on Royal Mail.
Please allow up to 48 hours for gift card orders to be processed. There may be some instances, Christmas and Bank Holidays, where this is not always possible, but we will endeavour to advise if this is the case.
Gift cards cannot be redeemed on the day of purchase.
Gift card promotions are subject to change and availability, cannot be used in conjunction with any other offer and cannot be used to purchase Membership.
We reserve the right to change or add new offers at any time.
Monetary gift cards can be used as full or part payment towards a stay or spa day.
Monetary gift cards can also be used for treatments and purchases made across the properties.
Gift cards cannot be used to purchase additional gift cards from the properties.
An experience gift card is only redeemable against the experience specified on the card and must be taken before the date of expiry on the gift card.
Gift cards are non‐transferable but can be upgraded for an additional cost, subject to availability.
Gift cards are currently valid for 15 months from the date of purchase. The expiry date is printed on the reverse of the card.
Gift cards cannot be exchanged for cash or redeemed against existing bookings where payment has already been made.
Please note that we are unable to extend expiry dates if gift cards are unused.Complimentary monetary gift cards
Complimentary gift cards are currently valid for 15 months from the date or purchase unless specified by the issuer and may be used as full or part payment against purchases made across the properties.
They cannot be used in conjunction with any other special offer.
They cannot be used against Membership, any Members’ events or in our Spa Shop.Online purchases from our Spa Shop
Your Spa Shop product order will be sent by recorded delivery (three‐five working day delivery) at a cost of £5.99 per order for UK Mainland and £8.99 for Europe or International orders.
All our prices are inclusive of VAT at the current rate.Free delivery on beauty product orders totalling £100 or more
We endeavour to despatch orders placed before 2pm within 48 hours. There may be some instances, Christmas and Bank Holidays, where this is not always possible.
We accept no responsibility for the length of delivery time or non-delivery of the orders once good are despatched. Delivery times are reliant on Royal Mail.
On occasion when we are unable to fulfil your order request due to lack of available stock. We will notify you, to give you the option to allow us to back order your product(s) or cancel your transaction.
Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on our website are accurate at the time of publishing.
Images of the products shown on this website are for illustrative purposes only. Sometimes suppliers may change packaging, product design and product colours.Damage in transit
You are signing the delivery note to accept receipt of your order. It is your responsibility to check the product(s) before signing for your order.
If there is any obvious cosmetic damage to your goods at the time of delivery, then you agree to note these on the delivery paperwork or refuse the delivery.
If any obvious cosmetic damage has been noted on your proof of delivery this will not affect your statutory rights.
We cannot accept liability for goods damaged after delivery, although this does not affect your legal rights or rights to return goods to us in accordance with the returns policies above.Returns
You can return shop products, where they are faulty, or you are dissatisfied within seven working days [not including weekends or bank holidays] after the day on which you received the goods.
We will make your refund within 30 days from receipt of your returned items.
We will refund the cost of goods excluding our shipping costs.
We are unable to refund or exchange products which have been opened, where the seal is broken, or the goods used.
Our returns policy complies with your rights under Distance Selling Regulations.
To cancel your order, you must advise us in writing, by letter or email. If sending a letter, please use registered post, to prove posting and to track its progress.
If returning goods please enclose your name, address and order number so we know who has returned the item.Standard cancellation policy for Spa Packages
Please note the following terms are only relevant to bookings made where cancellation insurance cover is not purchased. If cancellation insurance cover is taken and paid at the time of booking different terms apply and can be found below.
Full payment is required at the time of booking all day experiences and additional treatments.
Payment can be made by credit or debit card, or by cash in person. If using a gift card as payment, we will require the gift card reference on booking and request that you hand in your gift card on arrival at the property.
Cancellation charges outlined below also apply to bookings paid for with gift cards.
All non‐arrivals for spa experiences will automatically be charged for in full. If a gift card was intended to be used towards a spa experience the purchase value will be forfeited.
No refunds will be given for early departure from the spa.
Any cancellations within seven days of your day of arrival are non-refundable and non-transferable
Any cancellations between thirty days and eight days prior to your arrival will be subject to a charge of £20 per person. The remainder will be placed on hold and payments will be transferred onto a gift card which will be valid for 6 months.
Any dates changed more than thirty days before arrival can be amended with no charge.
Any dates changed within thirty days of arrival, but no later than 8 days before arrival, will be subject to a charge of £25 per person. Please note that date changes may also be subject to an increase in the price or package initially booked.
Special offer spa experiences as advertised on our website may have different terms and conditions applied.
For information about our Coronavirus policy click here.Cancellation Insurance Cover
To protect yourself in the event of having to cancel your visit to us, you can now take out insurance to cover the cost of your booking, with this specially designed product.
All payments made at booking stage are covered in the event of illness, accident or emergency for you personally, or one of your family members*. It also covers you for Jury Service, or if you are a witness in a court of law.
You are covered from as little as £10 per person for a spa day. It should be purchased by each individual within your party.
Bookings made without this insurance cannot be amended, cancelled or refunded, except in line with our cancellation policy. This can be found in our Terms and Conditions
The key details of your insurance
• If you cancel more than seven days before arrival, you receive a full refund (excluding the cost of the insurance) of your booking. All cancellations must be made in writing to the Central Reservations Office at Hoar Cross Hall along with relevant supporting evidence (e.g. Drs note) by post or email to firstname.lastname@example.org
• If you cancel less than seven days before arrival, you can make one date change free of charge, subject to availability and possible increased costs, as rates can fluctuate. Any further date changes made will be subject to an administration charge.
• For any payment made by voucher, you will receive an identical replacement voucher, which must be used by the original expiry date.
*Our cancellation insurance covers:
Serious accident, illness or death to you or close relatives (not pre-existing).
A serious incident happens at your home such as fire or flood within fourteen days of your arrival date or during your visit.
A burglary occurs at your home or the home within seven days of your arrival date or during your visit.
Cancellation cover can be added to any reservation made but must be purchased at the time of booking. For more information, please speak to our Reservations Team.