Returns & Refunds
Our Returns Policy
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
Before attempting to return an order you will need to contact our team to request a returns authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.
Your statutory rights
Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
Right to Cancel
You have the right to cancel this contract within 28 days without giving reason.
The cancellation period will expire after 7 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a)14 days after the day we receive back from you any goods supplied; or
(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or (c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
To cancel your sales please email our customer service team with the following information:
Customer Service Team, 9 Lemon Street, Truro, Cornwall TR1 2LQ
I hereby give notice that I cancel my contract of sale of the following goods:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
We take care to ensure your parcel is well protected in transit, although sometimes factors beyond our control can occur.
Please accept the delivery and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and be in touch to sort the issue with you.
How do I report a fault with my product?
We take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail and to your satisfaction.
In order to do this we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
Please contact our Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error.
If we sent you the wrong item
If the item is damaged or faulty
Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our team via your account or by post at G.J.Hendra Limited, 9 Lemon Street, Truro, Cornwall TR1 2LQ
*Unfortunately, due to health protection and hygiene reasons, we are unable to accept cancellation of your order or offer a refund or exchange on any unsealed items. If in doubt, please contact our team on 01872 223799. or email us firstname.lastname@example.org
We reserve the right to amend these Terms from time to time.
These rules will be deemed incorporated into each competition except to the extent that any specific instruction in a competition provides otherwise.
By entering the competition entrants will be deemed to have read and understood these Terms and be bound by them. All of our decisions will be final and binding and no correspondence will be entered into.
Any person who is an employee or an immediate family member of an employee of G.J.Hendra Limited or any other person who is directly connected with the organisation of any particular competition is ineligible to participate.
Competitions are only open to residents of the UK (excluding Northern Ireland).
All entrants are to be aged 18 or over unless any other age restriction is specified or implied. Entrants should, if under 18, obtain permission in advance from their parent or guardian.
All entries must be received by the closing date specified in the competition. Answers will be entered upon submission. No responsibility will be taken for any answers that are misdirected, lost for technical or other reasons or received after the closing date.
We reserve the absolute right to disqualify without notice any entries to any competition which we consider have used improper technical means to enter and/or we believe is fraudulent.
Entrants are liable for their costs to access computer networks.
We will not be liable for or accept any responsibility for: (i) any failure by the winner or any entrant to comply with these terms and conditions; (ii) any disruption, delay or misdirection of entries; or (iii) any server, system or network failures, malfunctioning or inaccessibility .
We shall be the promoter of all competitions subject to these terms and conditions unless stated otherwise.
If for any reason an advertised prize is unavailable, we reserve the right at our absolute discretion to substitute a similar prize of equivalent or greater value.
Only one prize will be awarded per household.
There will be no cash or other alternative to the prize offered and prizes are not transferable.
The products purchased on this site are for private and domestic use only and are not for re sale.
The winner’s name will be selected in a random draw, after the closing date, from all correct answers received.
The winner of a prize will be notified within 28 days after the winner has been ascertained. Please allow 28 days for delivery of all prizes.
If the winner of the competition is unable to take up a prize for any reason or if the winner cannot be notified after reasonable efforts having been made then we may dispose of the prize as we think fit without any liability to the winner for having done so.
For each competition, only one prize will be awarded per entrant / email address. Names of winners will be available on request.
Competition prizes/tickets may be restricted to certain times of the year and unless otherwise stated all prizes must be taken within six months of the date of the competition draw.
Where prizes are to be provided by a third party then the winner will be required to complete all appropriate or applicable booking or other formalities direct with such providers. We will have no responsibility for the acts/defaults of any other persons or companies.
This offer applies only to qualifying items listed in the Multibuy area of this Website.
Where any goods are returned (except for an exchange where products are faulty/defective), we are entitled to either require the return of all goods delivered as part of that Multibuy offer at your cost or charge you for the goods retained by you at the full price quoted on this site.
Gift With Products Promotions
Where we are offering a free gift with a product, we shall only provide one free gift per transaction (irrespective of how many products are purchased). The free gift is subject to availability and we reserve the right to change the free gift for an alternative gift.
In order for us to facilitate the provision of a free gift, it may be necessary for us to include the free gift on our site at a nominal value. For the avoidance of doubt, you are not entitled to ‘purchase’ the free gift without purchasing the product it is provided free with and any attempt to ‘purchase’ the free gift will be cancelled (notwithstanding any automated communication you may receive acknowledging your order). In the unlikely event that the free gift is despatched to you, you shall be obliged to return the free gift upon written request.
About your therapy
Unless otherwise stated, practitioners are self‐employed, independent third parties who are fully qualified and insured.
Please be aware that some of your therapy time may involve a consultation, especially if it is your first appointment. The practitioner will then be able to tailor the treatment according to your specific needs. Please ensure you book more time if needed.
It’s important to note that the style of treatments may vary depending on the practitioner, please speak to your practitioner if you have any questions.
Therapy availability times and prices may vary, please check with your chosen therapy room and/or practitioner for up to date details.
Specific therapy room and practitioner terms and conditions apply, please see the relevant store treatment room timetable available on our website, ask in store or your practitioner for further details.
Please notify your practitioner or chosen therapy room prior to booking if you have any specific requirements (for example, an impairment, disability and or access issues)so that suitable arrangements can be made if possible. Payment to be made to the store by card or gift card, or by cash or cheque to be given straight to practitioner or card payment at reception.
Some medicines, tests and additional extras may apply.
During your Treatment
Please note, it’s your responsibility to advise the practitioner of anything which may affect your treatment, including but not limited to whether you have any illnesses, medical conditions, injuries, on any medication, if you are pregnant or have any allergies which you are aware of, as this may affect your suitability for treatment. The practitioner also reserves the right to refuse you treatment if you appear to be under the influence of drink or drugs.
Where treatment is available to those under the age of 18, a disclaimer will be required from the minor’s parent or guardian prior to the commencement of treatment. The parent or guardian must also accompany the minor on their first appointment.
For reasons of safety and in order to enhance the treatment experience for others, unfortunately we’re unable to accommodate anyone under the age of 18 in our therapy rooms, except those under 18 who are having treatment. You are kindly asked to refrain from booking or make appropriate arrangements prior to booking your appointment.
The practitioner reserves the right to remove you from your treatment or from the premises at any time if they believe you to be: disruptive, cause unnecessary inconvenience, deliberately damage property, or if you put anyone in any risk or fear of harm. If you are removed for any reason, your booking will be treated as cancelled and you will be liable for full cancellation charges and any costs and expenses which have been incurred as a result. If any of these circumstances occur, the practitioner and G.J.Hendra Ltd will not be liable for any refund or compensation or any costs or expenses you incur.
Amendments and Cancellations
If you want to amend your booking you must contact the relevant store or your practitioner as soon as possible to rearrange.
Please note, there is a 48‐hour cancellation notice on all treatments. If treatments are cancelled with less than this notice period you may be charged the full treatment cost.
Therapy code promotions
Always show your code, either in print of on your phone prior to your treatment. One use per customer. Offer applies to named practitioner or treatment. Excludes previous purchases, gift vouchers & cards, e‐mail gift cards. No cash or other alternatives. Not to be used in conjunction with any other offer. We reserve the right to withdraw or amend this offer at anytime. If your therapy is cancelled or declined for whatever reason, you will no longer be entitled to the offer. Therapy booking and therapy terms and conditions apply.