Terms and Conditions

Elysian Escape Returns & Refunds Policy

Last updated: October 2025

At Elysian Escape, we want every client to feel relaxed, cared for, and fully satisfied with their experience. This policy explains how we handle refunds, exchanges, and cancellations for treatments, products, and vouchers, in line with UK consumer law.

1. Treatments and Appointments

Cancellations

You can cancel or reschedule your appointment up to 48 hours before your booking with no charge.

Cancellations made less than 48 hours before your appointment, or missed appointments (no-shows), may result in a loss of deposit or full service charge.

If you arrive late, we will do our best to honour your full treatment time, but this may not always be possible.

Cancellations by Elysian Escape

If we need to cancel or reschedule your appointment (for example due to illness, emergencies, or unforeseen circumstances), you will be offered an alternative date or a full refund for any deposit or prepayment made.

Refunds on Treatments

As treatments are a personalised service, we do not normally issue refunds once a service has been completed.

However, if you are dissatisfied, please contact us directly so we can resolve any issue promptly and fairly.

2. Gift Vouchers

Gift vouchers are valid for 12 months from the date of purchase, unless otherwise stated.

Vouchers cannot be refunded or exchanged for cash.

Vouchers are valid for treatments and services only (unless a specific product voucher is purchased).

Lost or stolen vouchers cannot be replaced.

If a treatment price changes, the voucher can still be redeemed for its original purchase value.

3. Products and Retail Items

We hope you love every product you purchase from Elysian Escape. If you change your mind, please see below:

Returns (In-Person or Online Purchases)

You may return unopened, unused products within 14 days of purchase for a refund or exchange.

To be eligible, items must be in original condition and packaging, with proof of purchase (receipt, order confirmation, or payment record).

For hygiene reasons, we cannot accept returns on opened or used skincare, cosmetics, or body products unless faulty. Boxes need to be sealed as sold.

Faulty or Damaged Products

If you receive a faulty or damaged product, please contact us within 7 days of delivery or purchase.

You may be offered a replacement, exchange, or full refund, including any applicable postage costs (if purchased online).

4. Online Sales via GoDaddy

All online sales made through the GoDaddy booking system are processed securely in line with GoDaddy’s payment and data protection policies.

Refunds for cancelled bookings or eligible product returns will be processed back to your original payment method within 5–10 working days once approved.

5. How to Request a Refund or Return

Please contact us by email or phone to start a return or refund request.

Email: elysianescape@ (your preferred address)

Phone: 07596 872345

Address: 7 Willings Passage, Pembroke SA71 4JS

We may ask for proof of purchase or photographs if the item was damaged.

6. Exceptions

Refunds or returns may not be granted if:

Products have been used, opened, or damaged after purchase (unless faulty).

The request is made after the return window has expired.

Gift vouchers have expired.

7. Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, which ensure you are entitled to receive goods and services that are as described, of satisfactory quality, and fit for purpose.