Returns, Refunds, Warranty & Delivery Terms and Conditions 

  These Terms and Conditions apply to all purchases made through Japanese Head Spa Co. By placing an order, you confirm that you have read, understood, and agreed to the terms outlined below. 

1. Head Spa Units & Equipment Sales Policy

1.1 All head spa units are custom-made to order.  

1.2 All Unit sales are final once an order has been placed and confirmed. No refunds, cancellations, or chargebacks will be permitted after confirmation of purchase. 

Upon acceptance and confirmation of an order, the customer enters a binding contract for the supply of goods. As such, all purchases are strictly non-refundable and non-reversible, except where expressly required by applicable consumer law. This includes, but is not limited to, situations where the customer later changes their mind, no longer requires the product, or has ordered in error. 

By placing an order, the customer acknowledges and agrees that they have fully reviewed the product specifications and accept full responsibility for the purchase decision.

1.3 Orders cannot be cancelled once production hascommenced. 

1.4 Changes to specifications, configurations, or delivery details may not be possible once production has started. 

1.5 Customers will be contacted after purchase to confirm delivery details and installation requirements. 

1.6 Any complimentary, promotional, or ancillary items supplied with the unit are provided on a non-guaranteed basis and are excluded from warranty, service, replacement, and refund eligibility. 

1.7 We strongly recommend consulting a qualified plumber prior to placing an order. Installation of the Head Spa Unit should only be carried out by a suitably qualified and experienced professional tradesperson. See Section 2.3.M 

2. Warranty Policy

2.1 Head Spa Unit Warranty 

 All head spa units include a 6-month warranty from the date of delivery, covering manufacturing faults only. 

 The warranty applies solely to the head spa unit and does not include accessories, consumables, or ancillary items. 

2.1.A If plumbing required, we strongly recommend consulting with a qualified plumber prior to placing an order. Installation of the Head Spa Unit should only be carried out by a suitably qualified professional tradesperson. 

Japanese Head Spa Co accepts no responsibility or liability for the installation process, including any incorrect or improper installation of the product. 

 2.2 Warranty Conditions 

 Warranty validation requires the customer to be present during the delivery demonstration carried out by the engineer. 

 The warranty is only valid where: 

2.2.A The unit has been correctly installed 

2.2.B The unit has been properly maintained 

2.2.C All maintenance guidelines have been followed 

2.2.D Proof of purchase is provided 

2.3 Warranty Exclusions 

 The following are not covered under warranty: 

2.3.A Steamers 

2.3.B Cosmetic or structural damage to the basin 

2.3.C Damage caused by misuse 

2.3.D Incorrect operation 

2.3.F Neglect or poor maintenance 

2.3.G Unauthorised repairs or modifications 

2.3.H Incorrect installation 

2.3.I Electrical faults caused by improper use 

2.3.J  Wear and tear 

2.3.K Consumable parts 

2.3.L Limescale damage or blockages 

2.3.M We strongly recommend consulting a qualified plumber prior to placing an order. Installation of the Head Spa Unit should only be carried out by a suitably qualified and experienced professional tradesperson. Japanese Head Spa Co accepts no responsibility or liability for the installation process, including any incorrect, improper, or non-compliant installation of the product. Any work undertaken by third-party contractors or qualified tradespersons must be accompanied by appropriate certification, documentation, or compliance paperwork relevant to their trade and in accordance with applicable regulations. Any modifications, alterations, or structural changes made to the frame or construction of the Head Spa Unit by a third party are carried out entirely at the owner’s and/or contractor’s own risk and liability. Japanese Head Spa Co shall not be held responsible for any issues, damages, losses, or claims arising from such alterations. 

2.4 Failure to correctly maintain, clean, and operate the unit in accordance with the provided maintenance guidelines may result in operational faults, reduced performance, chargeable repairs, and invalidation of the warranty. Japanese Head Spa Co reserves the right to refuse warranty claims where there is evidence of improper maintenance, misuse, neglect, incorrect cleaning procedures, limescale build-up, blocked systems, or failure to follow the recommended servicing and maintenance requirements. 

3. User Maintenance Responsibilities

3.1 Customers are fully responsible for the correct operation, maintenance, and cleaning of the unit following delivery and installation. This includes carrying out all recommended daily cleaning procedures, routine maintenance checks, filter cleaning, and general upkeep in accordance with the guidance and instructions provided by Japanese Head Spa Co. Failure to properly maintain and care for the unit may result in operational issues, reduced performance, hygiene concerns, chargeable repairs, servicing delays, and possible invalidation of the warranty. 

3.2 Key requirements include: 

 3.2.A Filters must be cleaned daily after treatments 

3.2.B Units must be operated in accordance with provided instructions 

3.2.C Only approved filters and accessories should be used 

3.3 Failure to comply with the required maintenance, cleaning, and operating procedures may result in, but is not limited to: 

3.3.A Operational faults or reduced unit performance 

3.3.B Blockages, pump failure, or electrical issues 

3.3.C Hygiene and water system complications 

3.3.D Chargeable servicing, engineer callouts, repairs, or replacement parts 

3.3.F Delays in servicing support while maintenance issues are investigated 

3.3.G Partial or full invalidation of the warranty cover 

3.4 Japanese Head Spa Co reserves the right to refuse warranty claims where faults are found to have been caused by inadequate maintenance, misuse, neglect, limescale build-up, blocked systems, or failure to follow the recommended care guidelines. 

4. Servicing & Technical SupportServicing, maintenance, and related support services are currently available only within the United Kingdom and Northern Ireland, subject to geographic coverage, technician availability, and appointment capacity. 

While every effort will be made to provide services within estimated timeframes, all service dates and response times are approximate and may vary depending on location, demand, parts availability, and operational circumstances. The Company reserves the right to amend, delay, or refuse service availability at its sole discretion. 

4.1 Servicing support, technical assistance, warranty investigations, and repair assessments can only begin once a servicing request form has been fully completed and submitted through the Japanese Head Spa Co servicing page. Customers must provide all requested information, including detailed fault descriptions, images, videos, proof of purchase, and any additional information requested by the servicing team to allow accurate diagnosis of the issue. Failure to provide sufficient information may result in delays to support, servicing, warranty assessments, or repair scheduling. 

 4.2 Customers are required to: 

4.2.A Visit the Head Spa Servicing page on our website and select the appropriate servicing option, including “Head Spa Breakdown Servicing” where applicable. 

4.2.B Complete and submit the servicing request form in full, ensuring all requested information is provided accurately. This may include, but is not limited to, detailed fault descriptions, images, videos, proof of purchase, maintenance information, and any additional supporting evidence requested by the servicing team. 

4.3 Failure to provide sufficient information may result in delays to technical support, servicing assessments, warranty investigations, engineer scheduling, or repair resolutions. 

4.4 Service Timeline Servicing, maintenance, and related support services are currently available only within the United Kingdom and Northern Ireland, subject to geographic coverage, technician availability, and appointment capacity. 

While every effort will be made to provide services within estimated timeframes, all service dates and response times are approximate and may vary depending on location, demand, parts availability, and operational circumstances. The Company reserves the right to amend, delay, or refuse service availability at its sole discretion.  

4.4.A Once a warranty claim form has been submitted, the following process will apply: 

4.4.B A member of the Japanese Head Spa Co. team will respond within 48 business hours.  

4.4.C An engineer will follow up within a further 48 business hours to assess and diagnose the issue.  

4.4.D Where appropriate, the initial assessment may be conducted via video consultation.  

4.4.E If required, an on-site engineer visit will be scheduled within 5 working days of the engineer’s assessment, subject to location and availability.  

4.4.F Once a confirmed appointment has been booked, please note that servicing is not carried out on weekends or bank holidays. The engineer will attend the site to fully inspect the unit, diagnose any issues, and explain any applicable costs. 

Parts & Repairs – individually priced 
If parts are required (e.g. pumps, filters, heaters, etc.), these will be quoted separately and supplied at cost. No work will begin without your approval. 

4.4.G Stand-In Unit (If Required) 
If your machine needs to be taken away for repair, we will aim to provide a temporary replacement unit where available. 

4.4.H A full-service report will be completed and submitted, and a copy will be sent to the customer. 

4.5 Engineer Call-Out Policy 

If a fault is confirmed to be covered under warranty: 

4.5.A The first engineer visit will be provided free of charge.  

4.4.B Any subsequent engineer callouts will be charged at:  

£150 per visit for existing customers  

£200 per visit for new customers  

4.4.C  If, during a free warranty call-out, it is identified that any of the warranty conditions outlined in Section 2.3 have not been met, or that the issue has arisen as a result of misuse, neglect, incorrect installation, or failure to follow the required maintenance and care guidelines, the warranty will be considered void. In such cases, the engineer visit will become chargeable, and the standard call-out fee will be applied accordingly. Any further servicing or follow-up visits will also be subject to the applicable chargeable rates. More information found in section 4.6 

4.6 Non-Warranty / Chargeable Visits Where a fault is found to be caused by any of the following: 

4.6.A Misuse or incorrect operation  

4.6.B Negligence or lack of maintenance  

4.6.C Unauthorized modifications or repairs  

4.6.D Failure to follow maintenance guidelines  

4.6.E  If, during a free warranty call-out, it is identified that any of the warranty conditions outlined in Section 2.3 have not been met, or that the issue has arisen as a result of misuse, neglect, incorrect installation, or failure to follow the required maintenance and care guidelines, the warranty will be considered void. In such cases, the engineer visit will become chargeable, and the standard call-out fee will be applied accordingly. Any further servicing or follow-up visits will also be subject to the applicable chargeable rates. More information in section 4.7 

4.7 Encases where the warranty will be considered void, See section 4.6 

4.7.A Fees: £150 call-out fee (or £200 for new customers) will apply to the initial engineer visit  

4.7.B All further visits will continue to be chargeable at the applicable rate  

4.7.C Call-out fees do not include the cost of any replacement parts that may be required during diagnosis or repair. 

Where parts are needed, these will be charged separately in addition to the applicable engineer call-out fee. 

4.8 Repairs & Replacement Parts 

If a fault is identified during the warranty period: defective parts or components 

up to a maximum value of £100, at the discretion of the company.  

4.8.A The issue will be assessed by our technical team to determine whether repair is required. 

4.8.B Where repair is possible, this will be carried out by our engineering team  

4.8.C If replacement parts are required, these will be dispatched within 24 business hours following engineer confirmation via video or diagnostic review. Stock Applicable. 

4.9 Temporary Workarounds & Replacement Units 

Where immediate repair is not possible (within warranty): 

4.9.A 
A temporary operational workaround or guidance may be provided where appropriate. 

4.9.B 
If an on-site repair cannot be completed immediately, a temporary replacement unit may be offered, subject to availability. 

4.9.C 
Temporary replacement units are not guaranteed. Availability is dependent on current stock levels. These are loan units and remain the property of Japanese Head Spa Co. 

4.9.D 
Servicing timeframes are estimates only and may vary depending on availability. 

5. Delivery & Shipping Policy

5.1 Dispatch & Responsibility Transfer 

Once an order has been dispatched and tracking information has been provided, responsibility for the parcel transfers from Japanese Head Spa Co to the nominated courier service. 

Delivery remains under the control of the courier from the point of dispatch. 

5.2 Courier Liability 

Japanese Head Spa Co cannot accept liability for issues arising once the parcel is in the possession of the courier, including but not limited to: 

5.2.1 Parcels marked as delivered by the courier system 
5.2.2 Delivery to an incorrect or incomplete address provided at checkout or during order confirmation 
5.2.3 Lost or missing parcels while in courier possession 
5.2.4 Delays caused by customs processing 
5.2.5 International shipping delays or freight disruptions 

5.3 Delivery Disputes 

5.3.A Customers are required to raise any delivery-related disputes directly with the relevant shipping provider. 

5.3.B All disputes must be raised using the tracking information provided at the time of dispatch confirmation. 

5.3.C Where appropriate, Japanese Head Spa Co may offer reasonable assistance; however, final responsibility for investigation and resolution remains with the courier. 

5.3.D All delivery issues, including but not limited to delayed, missing, incorrect, or failed deliveries, must be formally reported and logged within 7 calendar days from the confirmed delivery date (UK and International orders). 

5.3.E Any reports received outside of this timeframe may not be eligible for investigation, replacement, or claim processing. 

5.3.F Customers are responsible for ensuring that any delivery-related concerns are raised promptly with Japanese Head Spa Co. and supported with relevant documentation, including tracking information, delivery confirmation, and any photographic evidence where applicable. 

5.3.G Failure to report delivery issues within the stated timeframe may result in the claim being declined. 

5.4 Delivery Timeframes 

All delivery dates provided are estimates only and are not guaranteed. 

Delivery timeframes may be affected by factors outside of our control, including: 

5.4.A Customs clearance delays 
5.4.B International freight and logistics disruptions 
5.4.C Adverse weather conditions 
5.4.D Courier operational delays or service interruptions 
5.4.E Overseas trade route disruptions or shipping congestion 

6. Electrical Items Returns Policy

6.1 Electrical Tools & Accessories 

 For hygiene and safety reasons, Electrical items are non-refundable once used 

6.1.A Unused electrical items may be returned within 14 days of delivery 

6.1.B After 14 days, no returns or refunds will be accepted unless a manufacturing fault is reported within 30 days of purchase. Please See Section 6.2 

6.1.C Returned items must be: Unused, Unopened, in original packaging, after 14 days, no returns or refunds will be accepted unless a manufacturing fault is reported within 30 days of purchase. Please See Section 6.2 

6.2 Manufacturing Faults 

 If an electrical item develops a manufacturing fault: 

 6.2.A The issue must be reported within 30 days of purchase 

6.2.B The item may be returned for inspection 

6.3.C Inspection will determine eligibility for repair or replacement. If applicable, store credit will be issued for the cost of the item where a replacement is not required. 

7. General Returns Policy

7.1.A Excludes Head Spa Units see Section 1  

 7.1.B Eligibility for Returns 

To qualify for a return, items must meet the following requirements: 

Unopened,  

Unused,  

In original packaging. 

7.1.C Customers must also include the following details with their return: 

Order number or receipt  

Full name  

Email address  

7.1.D Returns must be initiated within 7 days of purchase. 

7.2 Return Shipping 

7.2.A Return postage is the responsibility of the customer 

7.2.B Tracked postage is strongly recommended 

7.2.C We are not responsible for items lost in transit 

 7.3 Damaged or Incorrect Items: 

7.3.A Customers must inspect all items upon delivery and report any damage or incorrect items within 48 hours of receiving the item. 

7.3.B Any damaged, defective, or incorrect items must be reported within 48 hours of receipt to: 
[email protected] 

7.4 Non-Refundable Charges 

  The following are non-refundable: 

 Shipping costs 

Customs fees 

Return postage costs 

 7.5 Refund Processing 

Once a return has been received and fully inspected: 

7.5.A 
The customer will be notified of the outcome following inspection, including an investigation and inspection report where applicable. 

Refunds are typically issued as store credit; however, this is at the company’s discretion and may be applied either as store credit or returned to the original payment method. 

Processing times may vary depending on the customer’s banking provider and payment method. 

7.6 International Orders 

For international shipments, the following terms apply: 

7.6.A If a parcel is returned to sender due to any of the following reasons: 

Unpaid customs duties, taxes, or import fees  

Refusal of delivery by the customer  

Failure to accept or arrange delivery with the courier  

7.6.B Then the following conditions will apply: 

Original shipping costs are strictly non-refundable  

7.6.C Any return shipping costs, customs charges, or handling fees incurred may be deducted from any eligible refund  

7.6.D Refunds (where applicable) will only be processed once the returned goods have been received and inspected  

7.6.E Customers are responsible for ensuring all applicable customs duties and import requirements are fulfilled prior to delivery. Failure to do so may result in delays, returns, or additional charges. 

8. Disputes & Resolution

8.1.A All disputes relating to, but not limited to: 

Delivery  

Servicing  

Warranty claims  

Equipment faults  

Courier handling or transit issues  

will be reviewed fairly and objectively based on available evidence, including but not limited to tracking data, photographic evidence, service reports, and communication records. 

8.1.B Where a refund is approved following investigation: 

The unit or item must be returned and fully inspected prior to any refund being issued  

No refund will be processed until inspection has been completed and confirmed satisfactory by Japanese Head Spa Co.  

8.1.C Once an item has been dispatched and tracking information has been provided, the customer assumes responsibility for cooperating directly with the nominated courier in relation to: 

Delivery scheduling and updates  

Missed or failed delivery attempts  

Safe place instructions  

Courier investigations or claims  

Japanese Head Spa Co. will provide reasonable assistance where required; however, all delivery timeframes, transit performance, and courier operations remain outside of our direct control and responsibility. 

9. Courses – Terms & Conditions

9.1 Refunds & Transfers 

9.1.A Non-Refundable Courses 

All online and face-to-face training courses become non-refundable once activated, accessed, attended, downloaded, or where immediate access to course materials has been provided. 

By purchasing a course, the customer acknowledges and agrees that digital content and training materials may be made available immediately following purchase, resulting in the waiver of standard cancellation rights were permitted by law. 

A minimum of 48 hours’ notice is required for any amendments to schedule in-person training sessions. Failure to provide adequate notice may result in forfeiture of the course booking and any associated payments. 

9.2 Refund Exceptions 

9.2.A Refund requests may be considered in exceptional circumstances at the sole discretion of Japanese Head Spa Co., provided that: 

9.2.B No online modules, training materials, downloads, or course content have been accessed  

9.2.C The request is submitted within 7 days of purchase  

9.2.D Sufficient evidence or reasoning is provided to support the request  

All refund requests must be submitted in writing to: 
[email protected] 

Approval of any refund, whether full or partial, remains entirely at the discretion of the company. 

9.3 Course Transfers 

9.3.A Customers may request a transfer to an alternative course date or location within 7 days of purchase, provided that no course materials or modules have been accessed. 

9.3.B Requests to transfer an in-person training booking must be made no less than 5 working days prior to the scheduled course date. 

The following administration fees apply: 

First course transfer: £50 administration fee  

Any subsequent transfer requests: £75 administration fee per request  

Transfer requests are subject to course availability and cannot be guaranteed. 

9.4 Certificate Name Changes 

9.4.A Requests for certificate name amendments must be submitted in writing to: 
[email protected] 

9.4.B Supporting documentation may be required, including valid photographic identification and legal evidence where applicable (e.g., marriage certificate or deed poll documentation). 

9.4.C Name changes can only be processed prior to completion of the final course module or certification stage. 

9.4.D Certificates will be issued strictly in the name registered to the account holder unless otherwise confirmed at the time of booking or checkout. 

9.5 Replacement Certificates 

9.5.A Replacement certificates for lost, damaged, or destroyed certificates are available upon request. 

Applicable fees: 

Replacement Certificate Fee: £9.99  

Postage & Packaging Fee: £4.99  

9.5.B Japanese Head Spa Co. reserves the right to request proof of identity prior to reissuing certification documentation. 

This policy is in place to maintain the integrity, security, and authenticity of all training certifications and to prevent fraudulent or unauthorised use. 

9.6 Course Substitutions 

9.6.A Course substitutions, account sharing, or the issuing of certificates under multiple names from a single course purchase are strictly prohibited. 

9.6.B Each training course purchase is valid only for the registered participant named at the time of booking. Any breach of this policy may result in suspension, cancellation of certification eligibility, or refusal of future training services without refund. 

10. Governing Law

 10.1 These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales. 

10.2 Any disputes arising in connection with these Terms & Conditions, including the purchase of products or services from Japanese Head Spa Co., shall be subject to the exclusive jurisdiction of the courts of England and Wales. 

10.3 For customers located within the European Union, nothing within these Terms & Conditions shall limit any mandatory consumer rights provided under applicable local consumer protection laws. 

11. Contact Information

For all customer service, servicing, warranty, or returns enquiries: 

📧 [email protected] 

📧 [email protected]