Refund, Returns and Head Spa Unit Warranty – Terms and Conditions
We value our customers and aim to provide transparent, fair, and supportive policies for all purchases and training services. Please read the relevant sections carefully before proceeding with a return, refund, or service request.
Products
Returns & Refunds
Eligibility for Returns
(Excludes Head Spa Units — see dedicated section below)
-Items must be unopened, unused, and in their original packaging.
-Include your receipt or order number, full name, and email address inside the return parcel.
-Returns must be initiated within 14 days of purchase.
Return Shipping Costs
-Return shipping is the responsibility of the customer.
-We strongly recommend using tracked postage, as we cannot be held liable for items lost in transit.
Damaged or Incorrect Items
-Please inspect your order upon arrival.
-If you receive a damaged, defective, or incorrect item, contact us immediately at [email protected] for resolution
Non-Refundable Charges
-Shipping fees, international customs charges, and return postage are non-refundable.
Refund Process
-After your return is received and inspected, we will notify you of the outcome.
-Approved refunds will be issued to your original method of payment.
-Please allow time for processing, which may vary depending on your bank or card provider.
International Orders
-If a parcel is returned due to unpaid customs fees, shipping costs will not be refunded.
-Any associated return fees will also be deducted from your refund.
Courses
Refunds & Transfers
Non-Refundable Courses
-All online and face-to-face courses become non-refundable once activated, due to immediate access to materials.
-A minimum of 48 hours’ notice is required to make any changes to a scheduled in-person course. Lack of notice may void your course enrollment.
Refund Exceptions
-If no course modules have been accessed, partial or full refunds may be considered in exceptional circumstances.
-Requests must be made within 14 days of purchase via [email protected]
Course Transfers
-You may request to transfer to another course within 14 days of purchase, provided no modules have been accessed.
-To transfer to a different date/location, at least 5 working days’ notice is required.
-Admin Fees apply: £50 for the first transfer, £75 for any subsequent transfers.
Certificate Name Changes
-Submit requests to [email protected] with valid reasoning (e.g., marriage) and photo ID.
-Changes are only possible before the final module is completed.
-Certificates will be issued in the account holder’s name unless stated otherwise at checkout.
-For lost or damaged certificates, replacements are available:
-Certificate Fee: £9.99 Plus P+P £4.99
-Please note: This policy is in place to maintain the integrity of certification and prevent misuse.
Substitutions
-Course substitutions or issuing certificates under multiple names from a single purchase are not permitted.
Head Spa Units & Equipment
Returns, Refunds & Shipping
Sales Policy
-All sales are final and non-refundable once the order is placed.
-Units are custom-made to order, and changes cannot be made after purchase.
-You will be contacted post-purchase to confirm order and delivery details.
Official Distribution & Support
-Japanese Head Spa Co is the official global distributor for units purchased through our website (exclusions may apply).
-We liaise directly with the manufacturer on your behalf.
-Warranty decisions rest solely with the manufacturer, not Japanese Head Spa Co.
-Our support team aims to respond to all inquiries within 48 business hours.
Warranty Coverage
-Warranty is valid for 6 months from delivery date.
-Covers defective parts or components up to a value of £100, at our discretion.
-First engineer call-out may incur a fee, depending on the fault cause.
-Warranty is valid only for the original purchaser.
-The unit must be:
*Properly installed (by a certified plumber if plumbed)
*Maintained in accordance with manufacturer and company guidelines
*Accompanied by proof of purchase
-Damage due to misuse, negligence, or unauthorized modification voids the warranty.
Please note: All warranty claims must be submitted within the warranty period. Failure to do so will result in the claim being void.
For any warranty claims please fill out the form on the servicing page or email [email protected]
Service Timeline
-After submitting a warranty claim form, you’ll receive a response from a member of the Japanese Head Spa Co Team within 48 hours.
-An engineer will follow up after that team member call within another 48 hours for assessment (via video if applicable).
-If required, an on-site visit will be scheduled within 5 working days of the initial engineer assessment, depending on location.
-The First engineer visit is free if a fault is confirmed under warranty, all subsequent call outs after the initial first call out, are charged at a rate of £100
-A £100 call-out fee applies to the initial call out and all subsequent call outs thereafter, if the issue is due to misuse, negligence or unauthorized changes, as these actions are deemed as voiding the warranty
-Replacement parts (if applicable) will be dispatched within 24 hours after video confirmation of problem by the engineer.
-If on-site repair isn’t possible, we’ll attempt to provide a temporary replacement unit (subject to availability).
Shipping & Delivery
-After your order, the warehouse will confirm delivery information.
-Approximately one to two weeks before delivery is due, we’ll provide an estimated delivery date.
-Please note: Shipping times may vary according to the guidelines on the website due to factors beyond our control, including customs delays, adverse weather, or freight disruptions.
-These delays are not grounds for refund under the Consumer Rights Act.
Disputes & Resolutions
-All disputes will be carefully reviewed, with a fair resolution provided based on available evidence.
-If a refund is approved, the item must be returned for inspection before refund processing.
Need Help?
For any questions or concerns regarding our Refund, Returns, or Shipping Policies, please contact:
We are committed to providing timely, professional support and ensuring customer satisfaction, in line with our exceptional service reputation.
