Refund policy

Returns & Refunds Policy

The Club NW

We want you to feel confident and cared for when you shop with us. This policy explains how returns, exchanges, and cancellations work at The Club NW, in line with UK consumer law.

Returns for Online Purchases (Change of Mind)

If you change your mind about a product, you may return it within 14 days of receiving your order.

To be eligible for a refund, items must be:

  • Unopened

  • Unused

  • In their original packaging

  • In a resalable condition

Customers are responsible for return postage unless the item is faulty.
Refunds are issued within 14 days of receiving your returned item.

Skincare, Body Care & Wellness Products

For hygiene and safety reasons, we cannot accept returns of opened or used products unless they are faulty.

Faulty or Damaged Products

If your item arrives faulty, damaged, or incorrect, please contact us within 14 days.
We will arrange a replacement, repair, or full refund at no cost to you.

After 30 days, you may still be entitled to a repair or replacement under the Consumer Rights Act 2015.

Treatments, Bookings & Services

We understand that plans can change.
To protect our small business and therapist availability, we kindly ask for:

  • 48 hours’ notice for cancellations

  • Cancellations within 48 hours may incur a fee

  • Deposits are non-refundable, but may be transferred to a new appointment with sufficient notice

Gift Cards & Gifts

  • Gift cards are non-refundable

  • Products purchased as gifts may be exchanged within 14 days, if unopened and unused

How to Return an Item

Please email us at:
Stephanie@theclubnw.co.uk

Include:

  • Your order number

  • Item you wish to return

  • Reason for return

  • Photos (if faulty or damaged)

We will respond with instructions on how to send your item back safely.

A Note From Us

As a small business, your support means the world.
This policy helps us offer fair, safe, and transparent service while protecting the care and time that goes into every product and treatment.
Thank you for choosing to shop with The Club NW.