Effective Date: September 13, 2024

At Apples & Oranges Spa, we strive to provide exceptional service and high-quality products to ensure your satisfaction. We understand that sometimes things don’t go as planned, and we are here to help. This policy outlines the conditions under which you can return products or request refunds for services.

1. Product Returns

We accept returns on eligible products within 14 days of purchase, provided the following conditions are met:

• Condition: Products must be in their original, unopened, and unused condition with all original packaging and seals intact.
• Receipt: A valid proof of purchase (receipt or order confirmation) must be provided.
• Exclusions: Certain items, such as skincare products, cosmetics, and opened personal care items, are non-returnable due to hygiene and safety reasons. Gift cards, vouchers, and promotional items are also excluded from returns.

Return Process:

1. Contact Us: Reach out to us at [email protected] or call +234 812 429 4170 within 14 days of your purchase to initiate the return process.
2. Return Authorization: We will provide you with a return authorization and instructions for returning the product.
3. Shipping: You are responsible for the cost of shipping the returned product to our spa. We recommend using a trackable shipping service, as we are not liable for items lost in transit.
4. Inspection and Approval: Once we receive the returned product, we will inspect it to ensure it meets our return conditions. If approved, we will process your refund.

2. Refund Policy for Products

Refunds will be issued to the original payment method within 7-10 business days after the returned product has been received and inspected. Please note:

• Processing Fees: Any shipping costs or processing fees are non-refundable.
• Partial Refunds: If the product shows signs of use or damage, or is not returned in its original condition, a partial refund may be issued at our discretion.

3. Service Refunds

We aim to deliver an outstanding experience with every spa service. However, if you are not satisfied with the service you received, please let us know within 24 hours of your appointment.

• No-Show and Late Cancellation: If you fail to show up for your appointment or cancel within 24 hours of your scheduled time, the full service fee will be charged, and no refund will be issued.
• Online Bookings: For online bookings, all sales are final and no refunds will be issued. Should you need to cancel or reschedule an online appointment, please refer to our rescheduling policy below.
• Service Dissatisfaction: If you are unhappy with a service, we encourage you to speak to the spa manager immediately. We will work with you to resolve the issue, which may include offering a complimentary redo of the service or a credit for a future visit.

4. Gift Cards and Vouchers

All sales of gift cards and vouchers are final. They are non-refundable and cannot be exchanged for cash. Gift cards and vouchers may only be redeemed for services and products offered by Apples & Oranges Spa and must be used within their validity period.

5. Cancellation Policy

We understand that schedules can change, so we kindly request that you provide at least 24 hours’ notice for cancellations or rescheduling of appointments.

• Cancellations Made More than 24 Hours in Advance: No charges will apply, and any deposits will be refunded or credited toward a future appointment.
• Cancellations Made Less than 24 Hours in Advance: A cancellation fee of 50% of the service price may apply.
• Rescheduling Limit for Online Bookings: Missed appointments for online bookings can be rescheduled up to two times. After the second reschedule, your reservation will be forfeited without any refund.

6. Exceptions

In special circumstances, such as medical emergencies or unforeseen situations, exceptions to our returns and refunds policy may be considered at the management’s discretion. Please contact us directly to discuss any such cases.

7. Contact Us

If you have any questions or concerns about our Returns and Refunds Policy, please contact us:

Apples & Oranges Spa
Transcorp Hilton Hotel, M2 Floor, Abuja, Nigeria
Email: [email protected]
Phone: +234 812 429 4170

We appreciate your understanding and cooperation in adhering to our returns and refunds policy. Our goal is to ensure you have a positive and satisfying experience with Apples & Oranges Spa.