Returns & Refunds

Online shop goods

If you are a consumer buying goods online, you can usually tell us within 14 days after receiving them that you want to cancel, then return them within a further 14 days. Contact us before sending anything back. You may be responsible for the direct return cost if we told you this before purchase. We will refund the price and standard delivery charge in line with the applicable cancellation rules; we may make a lawful deduction if goods were handled beyond what is needed to inspect them.

A statutory exception may apply to sealed goods that are not suitable for return for health protection or hygiene reasons if they are unsealed after delivery. We assess this only where the legal conditions apply; we do not exclude returns of all opened goods as a blanket rule.

Faulty, damaged or incorrect goods

Please contact us as soon as reasonably possible with a description and, if useful, photographs. We will work with you on the remedy required by the Consumer Rights Act 2015, which may include repair, replacement, price reduction or refund depending on the circumstances. A short reporting period in this policy does not take away your legal rights.

Sessions, memberships and gift cards

Your confirmation and our Terms & Conditions explain package expiry, booking changes and the remedies available if we cancel. A 14-day right to cancel applies to many online purchases, but exceptions can apply, including leisure services booked for a specific date or time. If you ask us to start a service during a cancellation period, any amount due on cancellation will be calculated only as the law allows and where required conditions have been met. Gift cards do not expire unless the card clearly stated an expiry at purchase.

How refunds are paid

Where a refund is due, we will normally make it to the original payment method and within the period required by law. If you paid through an external Wix checkout, we may need to coordinate the refund with its payment provider.