Overview

Refund & Returns Policy

Product Returns & Refunds

  1. Eligibility for Returns: (This does not include the Head Spa Unit, please see Head Spa policy for this information)
    • To be eligible for a return, your item must be unopened and unused in its original packaging. Please include your receipt or provide your order number, name, and email address inside the parcel.
    • Returns must be initiated within 14 days of purchase.
  2. Return Shipping Costs:
    • Customers are responsible for return shipping costs. We strongly recommend using tracked mail to avoid loss in transit. We are not liable for items lost during return shipping.
  3. Damages and Issues:
    • Please inspect your order upon reception and contact us immediately at customerservice@japaneseheadspaco.eu if the item is defective, damaged, or incorrect. We will resolve the issue promptly.
  4. Non-refundable Costs:
    • Shipping costs, customs fees for international returns, and return shipping costs are non-refundable.
  5. Refund Process:
    • Once your return is received and inspected, we will notify you of the approval status. Approved refunds will be processed via your original payment method.
    • Processing times for refunds may vary depending on your bank or credit card company.
  6. International Orders:
    • If customs fees or unpaid duties cause a parcel to be returned, the shipping costs will not be refundable. Any return fees will also be deducted from your refund.

Course Refunds & Transfers

  1. Non-refundable Courses:
    • Once you purchase and activate an online or face to face theory course, it becomes non-refundable due to access to the course material. This includes both domestic and international trainees.
    • For face-to-face courses, a minimum of 48 hours’ notice is required prior to the start date for any changes. Failure to provide this notice may result in the course being voided and our company not being obligated to honor the original course place on a different date.
  2. Refund Exceptions:
    • In exceptional cases where no course modules have been accessed, partial or full refunds may be considered. Requests must be made within 14 days of purchase by contacting us at customerservice@japaneseheadspaco.eu
  3. Transfers:
    • Requests to transfer to another course can be submitted within 14 days of purchase, provided no course modules have been activated.
    • If you need to transfer your course to another date/location, you must give at least 48 hours notice or you will incur a €50 administration fee; any subsequent transfers after that will automatically incur a €50 administration fee.
  4. Name Changes on Certificates:
    • For name changes on your certificate, you must submit a request with a valid reason (e.g., marriage) and provide photo identification. Changes will only be allowed if the last module has not been completed.
  5. Substitutions:
    • We do not allow course substitutions or multiple name certificates for single purchases.

Certificate Name Changes and Replacements

At Japanese Head Spa Co., we understand that certificate updates may sometimes be necessary. Please carefully read the following terms to ensure your certificate is issued accurately:

Certificate Name on Orders

Unless otherwise stated in the notes section at checkout, all certificates will be issued in the name of the account holder provided at the time of purchase.
Please ensure this name is correct and spelled accurately, as this is how it will appear on your certificate.
If a different name is required, it must be clearly noted in your order.

Name Change Requests

If you need to request a name change on your certificate (e.g. due to marriage or legal name changes), the following steps must be followed:

  1. Submit your request by email to customerservice@japaneseheadspaco.eu
  2. Include a brief explanation of the reason for the change
  3. Attach valid photo ID showing the correct name you’d like on your certificate
  4. Note: Name changes can only be processed if the final module of your course has not yet been completed

This policy helps ensure the integrity of our certification process and prevents misuse through multiple downloads under different names.

Lost, Damaged, or Replacement Certificates

If your printed certificate is lost or damaged or you need a different name printed, you may request a replacement. Fees apply as follows:

  • Replacement Certificate: €16.99
  • Shipping fees added at checkout

Head Spa Policy

Order Policy

All sales are final: Once an order is placed, it is non-refundable and cannot be amended. Each unit is custom-made to specification.

Order confirmation: A member of our team will contact you once your order has been received.

Distributor Information

Authorised distributor: Japanese Head Spa Co. is the official distributor of the Head Spa Unit in the UK.

Manufacturer liaison: We communicate directly with the manufacturer on your behalf.

Warranty discretion: Final warranty decisions are made by the manufacturer; Japanese Head Spa Co. is not liable for these determinations.

Customer support: Our dedicated team is available to assist with any inquiries or concerns. You will receive a response within 48 hours of reaching out.

Warranty Coverage

Warranty period: 6 months from the date of delivery.

What’s included: Free repair or replacement of defective parts or components, at the seller’s discretion.

The warranty is only guaranteed for the purchaser not a third party as the manufacturer will not guarantee anyone other than the purchaser to have the warranty

Conditions for coverage:
The defect must result from normal use, not misuse, negligence, or unauthorised modifications.
The unit must be properly installed and maintained in accordance with the manufacturer’s instructions.
Proof of purchase must be provided.

Service Timeline

Initial response: You will be contacted within 48 hours of submitting a warranty claim, and at that time, we will schedule a visit.

On-site visit: A technician visit will be scheduled within 7 working days, subject to mutual availability.

Repair first approach: We aim to fix the unit on-site whenever possible.

Temporary Substitute: If the unit cannot be repaired, a temporary replacement unit will be provided, if one is available.

Outcome: If the technician is on the understanding that the unit has been misused and or neglected, and the unit is faulty due to the buyer’s use, there will be callout charges & a repairing fee, and your original unit will be back between 2-4 weeks.

Disputes

Upon receiving notification of a dispute, we will conduct a thorough review of all relevant evidence to reach a fair resolution. If a refund is agreed upon, the head spa unit must first be returned to us for inspection. Once the unit has been received, a refund will be processed accordingly. Collection of the unit will be arranged as part of this process.

For any questions or concerns regarding our refund, returns, or shipping policies, please contact us at customerservice@japaneseheadspaco.eu. We are committed to resolving any issues promptly and ensuring your satisfaction.