The Retreat (Harrold) Ltd
Online Shop Terms, Conditions and Refund Policy
Orders are dispatched by Royal Mail and require a signature of receipt. Costs of P&P: For orders of £50 and under, a charge of £4.50 will be made for P&P. For orders of up to £100, a charge of £6.50 will be made. Orders of over £100 will be dispatched free of P&P charges.
Orders should normally be with you within 3-4 days of ordering, provided we have the item in stock. Should we need to order the stock from our suppliers, we will let you know and provide you with an approximate delivery date.
Dispatch times are normally up to 3.30pm, Monday to Friday. During the current Coronavirus pandemic, shipping may take a little longer as we try to restrict the number of visits to the postal service each week.
During the lead up to and after holiday periods, deliveries may be delayed, so please bear this in mind when considering orders near to Bank Holidays or Christmas/New Year.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned:- Gift vouchers and some health and personal care items.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Reception@theretreat.salon.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send an email to Reception@theretreat.salon and send your item to: The Retreat (Harrold) Ltd, 72 High Street, Harrold, Bedford, MK43 7BH, United Kingdom.
If the item was a gift to you, you will need to ask the purchaser to to contact us for a refund. They will need to follow the above process.
Returning Your Item
To return your product, you should mail your product to: The Retreat (Harrold) Ltd, 72 High Street, Harrold, Bedford, MK43 7BH, United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We are unable to guarantee that we will receive your returned item.
To ensure that you make the most of your time with us at The Retreat, we encourage you to arrive 5 or 10 minutes prior to your treatment time. This enables you to relax, complete any forms necessary or even choose nail colours for nail treatments as required. Unfortunately, arriving even 5 minutes late for your appointment means we will have less time to dedicate to your treatment to ensure that we are not late for the next client. You will be charged at the full rate for your appointment.
You may cancel or amend any appointment up to 48 hours prior to your booked time without question. If you need to cancel within the 48 hour period, you will be charged a late cancellation fee of 50% of the total appointment fee. No-shows will be charged at 100% of the total appointment fee.
Seasonal Offers and Promotions
We run seasonal offers and promotions from time to time throughout the year. These promotions are only valid for specific periods of time as specified, and may not be extended. Promotions may not be used in conjunction with any other offers or promotions unless specifically advised. All promotions are subject to availability of time and/or stock.
We understand that mobile phones are important to our busy lives, but we do ask that it is turned to silent during your treatment. This is to ensure that you and other clients receive our undisturbed attention during your time with us.
We are sorry, but for reasons of health and safety, we are unable to allow small children to attend in the same room as a treatment is being carried out. Our treatment rooms contain equipment and products which may cause harm or be a danger to young children.
All bookings are confirmed subject to the receipt of a booking fee of no less than 50% of the total appointment fee. If booked online, this fee is guaranteed as a card authorisation. If booked in person or by ‘phone, we will require payment of this fee. The booking fee will be used towards the full cost of your treatment at your booked appointment time and is refundable, provided you have cancelled or amended your appointment no less than 48 hours prior to your appointment time. Bookings made by any other means other than through our online booking system will be cancelled automatically in the event that the booking fee is not received by close of business on the day the appointment is made. Booking fees are retained if cancellation or amendment is made within 48 hours or less of your appointment time booked.
Our gift vouchers are valid for 6 months from the date of purchase. Unfortunately, gift vouchers may not be extended, but we would much rather the vouchers be used than lost. If you feel that the voucher may not be used within the 6 months’ period, you may use it to purchase another gift voucher for the original value of the voucher (the new voucher will then be valid for 6 months from the new voucher purchase date), or book a future appointment and pre-pay using the voucher, as long as this is done before the expiry date has been reached.
If purchasing a course of treatments which offer a discount, the discount is always applied to the last payment(s) and is not pro-rated across all the treatments. If you wish to cancel a course at any time, you may do so and a refund in the form of a voucher for use on other treatments or products will be given, on the basis that any discount would have been applied to the last treatments.
We want to make sure you receive the right choice of treatment at all times and, to this end, we are always happy to carry out patch testing for any product we may use on you at any time. For a few treatments, we must carry out patch tests. For tinting and lash extensions we require a patch test no less than 24 hours prior to treatment. For IPL we require a full consultation and patch test no less than 48 hours prior to treatment. Patch testing is always free of charge and, should you have already paid for an appointment but be found to have an allergic reaction to the patch test, you will always receive a full refund, without question.
Who We Are
Under GDPR regulations dated May 2018, you have the right to know, access, correct, restrict, delete and object to how we hold your personal information. You also have the right to complain, both to us and to the data protection regulator. You can find out more information about this by visiting the Information Commissioner’s Office. You may also contact our office directly using the email address Gail@TheRetreat.Salon.
How We Gather and Use Your Personal Information
We do not capture or store any personal information about individuals who access this website, except where you voluntarily choose to give us your personal details via email or by enquiring about or ordering any of our services and/or products from our contact page, consultation form or in person or by phone. In this case we use the information you have provided us with to reply to you and deal with your enquiry but do not retain the information afterwards, unless we already hold it, ie if you are a client. If you are a client, your personal information is stored within our database system to which you have provided your information for in salon and separate to this website.
When you complete the consultation form either in salon or online, you are given the option of opting in to receive information, news and updates from us. This form is linked to an external database system called Zoho which you double opt in to and agree to be contacted from.
When you purchase vouchers from us you provide us with some personal information. We do not hold your bank details or other payment information as this is obtained purely for the purposes of the individual transaction. However, you provide us with your contact details which we use to send you your vouchers. Your name, email address, telephone number and the voucher you ordered is held on our system for reporting purposes for up to 7 years.
How We Share Your Personal Information
To deal with your enquiry, we will pass the information you provide to a member of the Retreat Team to enable them to deal with it. We may also pass on the information you provide to a member of the Woodland Manor Hotel team, if appropriate, to enable them to deal with that part of your enquiry. Unless we hold the information you provide on our own client database, we do not retain it once the enquiry has been dealt with. In addition, our software provider Shedul/Fresha and our IT company, Contexo may also, from time to time, have access to personal data as and when required.
Cookies Policy (Information our Website Collects from You)
Cookies are used to improve your experience on the web by e.g. remembering your passwords, enabling you to set the size of text, or making it easy to add items to a shopping cart. Analytics cookies which track your behaviour across a site without identifying you in anyway are collected to help website owners understand what works well on the site and what could be improved.
Types of Cookie? as defined by the ICC Cookie guide
CATEGORY 1: STRICTLY NECESSARY COOKIES:
These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Without these cookies services you have asked for, like shopping baskets or e-billing, cannot be provided.
CATEGORY 2: PERFORMANCE COOKIES:
These cookies collect information about how visitors use a website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don’t collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. It is only used to improve how a website works. By using our website you agree that we can place these types of cookies on your device.
CATEGORY 3: FUNCTIONALITY COOKIES
These cookies allow the website to remember choices you make (such as your user name, language or the region you are in) and provide enhanced, more personal features. For instance, a website may be able to provide you with local weather reports or traffic news by storing in a cookie the region in which you are currently located. These cookies can also be used to remember changes you have made to text size, fonts and other parts of web pages that you can customise. They may also be used to provide services you have asked for such as watching a video or commenting on a blog. The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites. By using our website you agree that we can place these types of cookies on your device.
CATEGORY 4: TARGETING COOKIES OR ADVERTISING COOKIES: (WE DO NOT USE CATEGORY 4 COOKIES)
These cookies are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign. They are usually placed by advertising networks with the website operator’s permission. They remember that you have visited a website and this information is shared with other organisations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organisation.
How Can I Prevent Cookies from Being Set?
You can edit the preferences within your browser to prevent cookies being set. For help on doing this visit the help or tools section of your browser software. Note that if you do this it may limit the functionality of the website and you may not have access to the full features of the site.
How Can I Remove Cookies from My Device?
The method for removing cookies depends on which browser you are using. A useful starting point for this is either to search online for “How to remove cookies from [insert your browser] …” and insert your browser or you can take a look at: http://www.wikihow.com/Clear-Your-Browser’s-Cookies