Refund Policy

Last Updated: May 15, 2024

1. Refund Eligibility

We offer refunds under specific conditions and time frames as outlined below:

1.1 Service Appointments

For individual service appointments (consultations, treatments, etc.):

• Cancellations made at least 24 hours before the scheduled appointment time qualify for a full refund
• Cancellations made less than 24 hours before the scheduled appointment time may be charged a 50% cancellation fee
• No-shows (failure to attend a scheduled appointment without notice) are not eligible for refunds

1.2 Wellness Programs and Packages

For our comprehensive wellness programs and service packages:

• Within 14 days of purchase: If you have not used any services within your program, you may request a full refund within 14 days of purchase
• Programs in progress: For programs where services have already been used, refunds may be provided on a pro-rata basis, deducting the value of services already received at their standard non-package rate
• Monthly subscription programs: These can be canceled at any time, but refunds are not provided for the current billing period once it has started

1.3 Products

For skincare and wellness products purchased from Hellcrarse:

• Unopened products in their original packaging may be returned within 30 days of purchase for a full refund
• Opened products may be returned within 14 days if you've experienced an adverse reaction or if the product is defective
• Customized products (including personalized skincare formulations) are not eligible for refunds unless defective

2. Non-Refundable Items and Services

The following are not eligible for refunds under normal circumstances:

• Gift cards and gift certificates (unless required by law)
• Customized or personalized products
• Digital content that has been accessed or downloaded
• Services already provided
• Special promotions or discounted services marked as "non-refundable"

3. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team via one of the following methods:
   • Email: refunds@hellcrarse.com
   • Phone: +44 314 653 1735
   • In person: Visit our location at 34 Walsh Ridge East, Ellafort, RM9 4UT
2. Provide the following information in your request:
   • Your full name and contact information
   • Date of purchase
   • Order/appointment/booking reference number
   • Description of the service or product
   • Reason for requesting a refund
   • Proof of purchase (receipt, confirmation email, etc.)
3. For product returns, you must return the product to the above address. We recommend using a tracked shipping service.

4. Refund Processing Time

Once your refund request has been approved:

• Credit card refunds typically process within 5-10 business days, depending on your credit card company
• Bank transfers may take 3-5 business days to appear in your account
• Alternative refund methods (such as store credit) will be processed immediately

You will receive a confirmation email once your refund has been processed.

5. Exceptional Circumstances

We understand that exceptional circumstances may arise. We will consider refund requests outside our standard policy in cases of:

• Serious medical emergencies (with appropriate documentation)
• Service quality issues or significant deviation from the service description
• Adverse reactions to treatments (when reported promptly)

These cases will be reviewed on an individual basis at the discretion of management.

6. Exchanges and Store Credit

In some cases where a direct refund is not available under this policy, we may offer:

• Exchange for a different product or service of equal value
• Store credit that can be used toward future purchases
• Rescheduling of appointments without additional fees

Please discuss these options with our customer service team if a direct refund is not possible.

7. Service Satisfaction Guarantee

For certain services, we offer a satisfaction guarantee:

• If you are not satisfied with your initial consultation, we will either refund the consultation fee or apply it toward a different service at no additional cost
• For our personalized programs, if you do not see any improvement after following the program as prescribed for the recommended period, we will provide additional consultations and adjustments at no extra cost

To qualify for our satisfaction guarantee, you must follow all program instructions and attend all scheduled appointments.

8. Third-Party Services and Products

Some services or products may be provided by third-party partners. In such cases:

• The third party's refund policy may apply instead of or in addition to our policy
• We will help facilitate refund requests to third parties but cannot guarantee their approval

We will clearly identify when a service or product is provided by a third party at the time of purchase.

9. Right to Refuse Refunds

We reserve the right to refuse refund requests that:

• Do not comply with this policy
• Are made fraudulently or in bad faith
• Are made repeatedly by the same customer in a pattern suggesting abuse of our refund policy

10. Statutory Rights

This Refund Policy does not affect your statutory rights as a consumer under UK law. If there is a conflict between this policy and your statutory rights, your statutory rights will prevail.

11. Changes to This Policy

We may update our Refund Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last Updated" date at the top.

We encourage you to review this policy periodically for any changes. Changes to this Refund Policy are effective when they are posted on this page.

12. Contact Us

If you have any questions about our Refund Policy, please contact us at: