Returns & Refunds Policy – Online Purchases

At Pamper Room, I take great care in selecting the skincare, beauty and wellbeing products available through my online shop. I want you to feel confident when purchasing from me and know exactly what to expect if you need to return an item.

This policy applies to physical products purchased through the Pamper Room online shop. For information about treatment bookings and appointment cancellations, please refer to my separate Terms & Conditions.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, customers purchasing products online generally have the right to cancel their order within 14 days of receiving their goods, without giving a reason.

To exercise this right, please contact Pamper Room within 14 days of receiving or collecting your order.

You then have a further 14 days to return the eligible products.

Certain products, including some sealed hygiene items, may be exempt from cancellation rights once unsealed. These exceptions are explained below.

2. Returning Unwanted Products

If you've changed your mind about a purchase, you may return eligible products within the statutory cancellation period.

Where possible, products should be returned:

- Unused and in their original packaging.

- With any protective seals intact, where applicable.

- With all accessories and components included.

You may inspect goods as you would in a shop. However, if an item has been handled beyond what is necessary to establish its nature, characteristics and functioning, a deduction may be made from your refund to reflect any reduction in value.

Please contact me before returning any products so I know to expect your return and can provide the appropriate instructions.

3. Skincare, Beauty & Hygiene Products

For health protection and hygiene reasons, certain sealed skincare, cosmetics and personal care products cannot be returned under the change-of-mind cancellation right once their protective seal has been broken, where the legal exemption applies.

This does not affect your statutory rights if a product is faulty, damaged or not as described.

4. Gift Sets & Collections

If you wish to cancel the purchase of a complete skincare or beauty collection, all items should be returned together.

Any applicable hygiene restrictions also apply to the individual products within the collection.

If a product within a gift set arrives damaged, faulty or incorrect, please contact me so I can arrange an appropriate resolution.

5. Faulty, Damaged or Incorrect Products

Every order is prepared with care. However, if your order arrives damaged, contains an incorrect item or develops a fault, please contact Pamper Room as soon as reasonably possible.

Please provide your order number, a description of the issue and photographs where helpful.

Depending on the circumstances and your statutory rights, a repair, replacement or refund will be arranged.

Pamper Room will cover reasonable return postage costs where goods are faulty, damaged or not as described and a return is required.

Your statutory rights under the Consumer Rights Act 2015 are not affected.

6. Return Postage & Costs

For change-of-mind returns, customers are responsible for the cost of returning products to Pamper Room, whether by post or in person.

If returning products by post, I recommend using a tracked delivery service and retaining proof of postage.

For faulty, damaged or incorrectly supplied goods, Pamper Room will cover reasonable return costs where a return is necessary.

7. Refunds

Refunds for eligible cancellations will include the purchase price and any original standard delivery charge, where applicable.

If you selected a more expensive delivery option, only the equivalent standard delivery charge will be refunded.

Refunds will be issued using the original payment method unless otherwise expressly agreed.

Refunds will be made without undue delay and no later than 14 days after I receive the returned goods or evidence that they have been sent back, whichever is earlier.

Where goods have not yet been supplied, refunds following cancellation will be made within 14 days of receiving your cancellation request.

8. Delivery & Collection Options

When purchasing products through the Pamper Room online shop, you can choose either home delivery or collection from the salon at checkout.

**Home Delivery**

Orders selected for delivery will be prepared and dispatched according to product availability and the delivery information provided at checkout.

If an item is unavailable or there is an unexpected delay, I will contact you as soon as possible with an estimated availability or dispatch date.

**Collection from Pamper Room**

If you select collection from the salon, your order will be prepared and you will receive an update when it is ready.

For products currently in stock, orders are normally ready for collection within approximately 2–3 days.

If an item is not in stock, I will contact you as soon as possible with an estimated date of arrival at the salon.

Once your order is ready, please book a 10-minute **Order Collection** appointment through my online booking system before visiting.

As Pamper Room operates by appointment, I may be carrying out a treatment when you arrive. Booking a collection slot ensures I am available to welcome you and have your order ready.

Please wait until you have received confirmation that your order is ready before booking your collection appointment.

If there is a significant delay, your statutory rights, including any applicable right to cancel and receive a refund, remain unaffected.

9. Returning Products to the Salon

Products may be returned directly to Pamper Room in Syston, Leicestershire, by prior arrangement.

Please contact me before visiting to arrange a suitable return time.

As I operate an appointment-based salon, I may not be available to accept unexpected returns during treatments.

Alternatively, products may be returned by post using the return instructions provided.

For change-of-mind returns, the customer is responsible for any return postage costs.

10. Exchanges

If you would prefer to exchange an eligible product, please contact me to discuss the available options.

Exchanges are subject to product availability and any applicable hygiene restrictions.

Your statutory rights remain unaffected.

11. How to Request a Return or Refund

If you would like to request a return, cancellation, exchange or refund for a product purchased through the Pamper Room online shop, I've made the process as simple as possible.

Simply click the Request a Return or Refund button below to complete our online form.

You'll be asked to provide:

• Your name and contact details.
• Your order number.
• Details of the product you wish to return.
• The reason for your request, where applicable.
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Once your form has been submitted, I'll review the information and get back to you with the next steps, including any necessary return instructions.

Please contact me before posting or bringing products back to the salon, so I can make the appropriate arrangements.

Alternatively, you can contact Pamper Room directly by calling 0116 260 2000 / 07712 607 936 or emailing pamperroom@hotmail.co.uk

Your statutory cancellation rights are not dependent on completing the online form.