Cancellation Policy

In the event you need to cancel or reschedule your appointment, we respectfully request at least 24 hours' notice for individual treatments and 72 hours for packages or group bookings. All cancellations and amendments must be made by emailing our customer service team at customerservices@purespauk.com. Any cancellation or reschedule made with less than the required notice could result in a cancellation fee, although in the event of a true, unavoidable emergency, all or part of your fee may be applied to future bookings. Deposits may be required for selected treatments, parties, packages, or group bookings. Additionally, if you are going to be late for your appointment, please email customerservices@purespauk.com at your earliest opportunity so that our team can assist you.

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 can 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 goods 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 the 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.

Spa Services Policy

All durations displayed on spa services include a consultation with your therapist, our signature Welcome Foot Ritual and after care information, as well as your chosen therapy.

Service Charge

Please note, a discretionary service charge is added to your bill at select locations.