Service Terms and Conditions

Cancellation Policy 

In the event you need to cancel your appointment, we respectfully request at least 24hrs notice for your appointment and 72hrs for packages/groups.  Any cancellation or reschedule made less than this could result in a cancellation fee. Bookings can be amended or cancelled online up to 24hrs in advance of your appointment.  In the event of a true, unavoidable emergency, all or part of your cancellation fee may be applied to future bookings. Deposits may be required for selected treatments, parties, packages or group bookings.

In the event you are going to be late for your appointment, we respectfully ask you to contact our customer service team at your earliest opportunity who can assist.

Membership Policy

Memberships are non-refundable, but can be cancelled at any point. Rewards and other benefits will remain active for the remaining duration of your membership (3 months from sale date).

Robe Policy

We no longer provide a robe and slippers alongside spa treatments, spa packages or spa days. This is part of our sustainability initiative to reduce our carbon footprint and our move to Net Zero. The environmental impact of cleaning our robes is one of our greatest carbon emissions. We want to eliminate this completely.

Our new policy allows clients to bring their own robe and/or slippers. As we transition into this new policy, we are adding +500 Treatcard points onto each spa treatment booked. We understand the inconvenience of brining your own robe so we want to reward those customers who support this policy chance and sustainability initiative. Everyone at PURE Spa & Beauty thanks our loyal customers for their continued support and understanding of policy changes we have to make in order to align with the current climate crisis.

Queries

For any queries or questions, please have your order number ready (available from your order confirmation email). If you do not have this, we will require your full name, email address and order date to investigate further.

Gift Cards

Our e-Gift Cards are not processed automatically and we cannot guarantee how long it will take for them to arrive in your inbox. If you are having trouble locating your e-gift card please remember to check your junk folder. If you have any further issues with this please feel free to contact our customer service team on customerservices@purespauk.com who will be happy to help. 

If you wish to purchase a physical gift card rather an e-gift card please be aware that this is not an automated service and requires our dedicated team to manually process each gift card. Standard Gift Cards are posted Monday to Friday 9:00 AM to 5:30 PM. Hence, those placed on a Saturday and Sunday will not be processed until Monday. E-Gift Cards are processed 7 days a week.

Please note: Limited-time special offers are only available as e-Gift Cards (i.e. our Top to Toe Spa Experience). 

Order Confirmation

Upon making a transaction, you will receive a receipt of your purchase. Please note: This is not your e-Gift Card. This also acts as a valid VAT receipt for businesses. 

If we are unable to fulfil your order following this acknowledgement (i.e. out of stock), we will contact you by email or telephone advising you of this.

Deliveries

Deliveries can be made within the UK and to rest of the world. We will deliver the merchandise in accordance with the delivery option selected by you. Whenever referred to, working days exclude Saturday, Sunday and Bank Holidays. Any delivery timescales are indicative only based on Royal Mail's guidelines.

Upon delivery of the merchandise to you, we will provide you with sufficient information to enable you to exercise your statutory right of cancellation or to return or exchange your merchandise. For further information please see the returns and the cancellation right sections within the general terms and conditions. 

Online Returns Policy

You are able to correct errors on your order up to the point at which you click on 'confirm order' on the final page of our ordering process. If you do discover any errors, please contact us as soon as possible.

Retail returns must be made within 14 days for unwanted goods and 30 days for faulty/damaged good for a full refund, without citing the reason for the return. The item must be returned unopened, unused and in good condition. If the item was incorrect or faulty, we will refund your shipping/return costs too. 

Our gift cards and courses are non-refundable. Your PURE Gift Card or Treatment Course is valid for up to 24 months (depending on item purchased) and can be redeemed at any of our locations across the UK. If you have any queries about this or lost/expired gift cards please contact customer services by emailing customerservices@purespauk.com.

Refunds are processed centrally and not by each location

Online Discounts must be processed at the point of payment. Any reimbursements will be added as a pre-payment on your next visit.

Offers and Discount Codes