RETURNS

 

Items can only be returned for a refund if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging, and any cellophane intact and must be returned within 14 days of dispatch.

We also will exchange or refund items that are faulty, damaged in transit or that do not match what was ordered, subject to our terms and conditions of sale.

If the item is unwanted, you’ll need to pay for postage, and your original delivery charge won’t be refunded unless we agree otherwise.

Package your item(s) securely with your invoice/delivery note inside and return it to: RETURNS, Total Body Care, 31 Clapham High Street, London SW4 7TR, UK.

Returns can also be made via our London Clapham Clinic at the above address. Simply bring with you the order confirmation email, invoice or delivery note along with your original payment card. If you do not have your dispatch note or invoice, please include an explanatory note quoting your order number (this is the four digit number that can be found on your order email, invoice and paper invoice/delivery note) and reason for return.

Returns Information - Full Policy

Total Body Care aims to always provide Goods of exceptional quality and design that are fault free and undamaged. On occasion however, Goods may need to be returned.

• In the unfortunate event where goods arrive damaged and/or faulty, please contact us immediately via phone on +44(0)20 30922766 or email to [email protected]

• If you receive Goods which do not match those that you ordered, you should contact Us within 14 calendar days of receipt by you of the Goods concerned to arrange collection and return. You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods. If the card has expired, we will offer bank transfer as an alternative. Replacements/Refunds will be issued upon Our receipt of the returned Goods. We are fully responsible for paying shipment costs. Goods must be returned in their original condition with all packaging and documentation. The packaging does not need to be unopened. Refunds will be issued as soon as possible and in any event no later than 30 calendar days after receipt of the returned Goods.

• If Goods are damaged in transit and the damage is apparent on delivery, you should sign any applicable delivery note to the effect that the Goods have been damaged. To return the damaged Goods, please contact Us within 14 calendar days of receipt by you of the damaged Goods to arrange collection and return. You will be given the option to have the Goods replaced (if available) or to be refunded through the payment method used by you when purchasing the Goods. If the card has expired, we will offer bank transfer as an alternative. We are fully responsible for paying shipment costs for return of goods damaged in transit and shall refund any postage costs incurred by you in returning to us any goods damaged in transit. Replacements will be issued upon our receipt of the returned Goods. Refunds will be issued as soon as possible and in any event no later than 30 calendar days after receipt of the returned Goods.

• If any Goods you have purchased have faults when they are delivered to you, you should contact Us within 14 calendar days of receipt by you of the faulty items to arrange collection and return. You will be given the option to have the Goods replaced (if available) or to be refunded through the payment method used by you when purchasing the Goods. If the card has expired, we will offer bank transfer as an alternative. We are fully responsible for paying shipment costs for faulty goods. Replacements will be issued upon our receipt of the returned Goods. Refunds will be issued as soon as possible and in any event no later than 30 calendar days after receipt of the returned Goods.

• If you are a consumer based within the European Union, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 calendar days after the Goods have been delivered to you. If the Goods are delivered to you in instalments, the 14 calendar day period begins on the day that you receive the final instalment. If you change your mind about the Goods within this period, please inform Us within 14 calendar days of receipt. Goods must be returned to Us within 14 calendar days of the day on which you inform Us that you wish to return the Goods. You are responsible for paying return shipment costs if Goods are returned for this reason. Refunds will be issued as soon as possible and in any event no later than 30 calendar days after receipt of the returned Goods and will not include delivery charges. Please note we will not be responsible for items lost in transit during return, even if the service is provided by our Carrier.

• Total Body Care may not be able to accept returns under the cooling off period of the following types of Goods and/or taking into account the following circumstances:

     o Goods made to your specifications or that have been personalised;

     o Any use or enjoyment that you may have already had out of the Goods beyond handling them to the extent necessary to establish the nature, characteristics and functioning of them (such as you would, for example, handle a display item in a shop).

• If any Goods you have purchased develop faults within 21 calendar days of delivery, you may be entitled to a replacement but not a refund. In order to arrange for such a replacement, you should contact us within the 21 calendar day period of receipt by you of the affected Goods to arrange collection and return. We will assess the Goods and alleged faults upon receipt and if We conclude (at Our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), We will issue replacement Goods at no additional cost to you.

• If any Goods develop faults beyond 21 calendar days from delivery but within any applicable warranty period, you are entitled to a repair or replacement under the terms of that warranty. Total Body Care is not a party to such warranties, and you must therefore contact the manufacturer of the Goods directly.

For full details of our Returns policy, please refer to our Terms & Conditions.