Terms and Conditions

What these terms cover.

These are the terms and conditions on which we supply products and services to you. We may modify these terms and conditions from time to time. Any changes made after you have placed an order will not affect that order unless we are required to make the changes by law.

By placing an order with us, you are accepting these terms and conditions, as well as our Privacy Notice and the Website Terms of Use of this website.

Why you should read them.

Please read these terms and conditions carefully before you submit your order to us. You are required to agree to these terms and conditions before you place your order. By purchasing through this website, you are entering into a legally binding contract with us. This means that both you and we have rights and obligations. If you are unsure of your rights and obligations now or at any time during the contract, please seek independent advice. If you are under the age of 18, you may use the website only with the involvement of a parent or guardian.

Where to find information about us

Who we are. We are W-Wellness a limited company registered in England and Wales. Our full legal company name is The W Medispa Group Limited and our company registration number is 14330286. Our registered office address is Washington Barn Little Street, Sulgrave, Banbury, Northamptonshire, England, OX17 2SG.

How to contact us. You can contact us by emailing us at concierge@w-wellness.co.uk.

When you buy from us you are agreeing that:

The images of the product and its packaging on our website are for illustrative purposes only. Although we have made every effort to display the product and packaging accurately, we cannot guarantee that a device’s display of the product and packaging accurately reflects the the physical appearance of the product and packaging. Your product may vary slightly form those pictures.

We only accept orders when we’ve checked them

Placing your order. When you place your online order, you are inviting us to enter into a contract with you to supply the products you have selected at the price indicated on the website and in your order form. When we receive your order, we will send you an acknowledgment by email within 48 hours to the email address you have supplied to us to confirm receipt, following which your order will be processed. This acknowledgment is neither an order confirmation nor an order acceptance by us. Acceptance of your order, and the completion of the Contract, will take place when we despatch the products to you (or the first item if we are delivering in instalments, such as under a subscription).

Discounts. If you have a valid discount voucher to redeem, please enter the relevant code in the relevant box when you proceed to checkout and the discount will be deducted from the total.

Sometimes we reject orders

Sometimes we reject orders, for example, because the products are unexpectedly out of stock, because we can’t verify your age (where the products are age-restricted), because you are located outside the UK or because the products were mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

Pricing and description errors. We do our utmost to ensure that all our web prices and descriptions are accurate and up to date, but on rare occasions it is possible that errors may occur. Our team will check the details of your order and if we find that there is a pricing or other error, we will notify you as soon as possible and give you the choice to proceed with your order at the correct price or to cancel your order and obtain a full refund. If we do not receive a response to this notification within 7 days, we will cancel the order and issue a refund of your payment.

We charge you when you order

However, for some products we take payment at regular intervals, as explained to you during the order process. You will own the products once we have received payment in full.

We charge interest on late payments

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 2% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the products, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

Products and packaging may vary slightly from their pictures

The images of the product and its packaging on our website are for illustrative purposes only. Although we have made every effort to display the product and packaging accurately, we cannot guarantee that a device’s display of the product and packaging accurately reflects the the physical appearance of the product and packaging. Your product may vary slightly form those pictures.

We’re not responsible for delays outside our control

If your products are delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact us by email at concierge@w-wellness.co.uk to end the contract and receive a refund for any products you have paid for in advance, but not received.

You have a legal right to change your mind

Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can’t change your mind. You can’t change your mind about an order for:

The deadline for changing your mind. We are happy to refund any product returned within 14 days of purchase, if it is returned in its original state, unused and in original packaging.  If the products are for regular delivery (for example, a subscription), you can only change your mind after the first delivery.  If the products are split into several deliveries over different days, the period runs from the day after the last delivery.

If you end the contract for any reason after products have been dispatched to you or you have received them, you must request a return before you send them back to us. To return an item, please:

If you checked out as a guest or encounter any issues or problems in arranging your return, please email our Customer Service Team at concierge@w-wellness.co.uk.

You must return unwanted products (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind to W Wellness c/o The PHL Group Ltd, Dragon works, Henfaes Lane, Welshpool, SY21 7BE. We recommend that you use a trackable shipping service and purchase suitable shipping insurance.

Costs of return. We will pay the costs of return:

In all other circumstances you must pay the costs of return.

We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.

When and how we refund you. Providing that the returned product(s) is in its original state, unused and in original packaging, we will refund you within 14 days of receiving the products back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for a subscription) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact our Customer Service Team by email to concierge@w-wellness.co.uk.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team by email to: concierge@w-wellness.co.uk. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have rights if there is something wrong with your product You have several options for resolving disputes with us

We can change products

We may change the products that we stock at any time. If a product is no longer stocked by us or is temporarily unavailable, we will notify you as soon as possible after you place your order by email. We will work with your practitioner to find an alternative where necessary.

A manufacturer of a product may make changes to it. We are not responsible to you for any changes made to a product prior to it being received by us for dispatch to you.

Our subscriptions are subject to additional terms.

We reserve the right to change the repeat order benefits. We reserve the right to change the repeat order benefits and, to the extent applicable, the discount amount for subscription orders at any time.

Automatic shipping and payment. Any products ordered on a subscription will ship automatically based on the frequency you select until you cancel. By placing your order, you are authorising us to charge your payment method for future orders at the frequency you have selected.

You can change the frequency or cancel your subscription at any time. You can change the frequency or cancel your subscriptions at any time through the My Subscriptions section which can be found in My Account. On all subscription orders you will qualify for the discount we have assigned to the product.  Please note that your first order will not qualify for the discounts available.

Communication. 3 to 5 days prior to your subscription delivery you will receive an upcoming orders email. Please note the price in this email is subject to change. The price you pay will be set out in your order confirmation email.

Our right to cancel your subscription. We may terminate your subscription at our discretion without notice. If we do so you will only be charged for orders that have been dispatched to you.

You can book an online consultation via our website

Our platform. We provide a platform for arranging and facilitating online video consultations with practitioners.

Your consultation. Your consultation with a practitioner is provided under the terms and conditions agreed between you and the practitioner directly. The practitioners are not employed by us and do not act as agents or sub-contractors on our behalf. We do not provide any medical, health or wellness advice and we are not responsible for any actions or omissions of the practitioners.

Availability. Our online consultations are subject to availability. We cannot guarantee that our online consultations will be available at any given time. In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop providing online consultations. If this happens and it affects your booking, we will notify you by email, cancel your booking and provide you with a refund of any advance payments made by you for any online consultations that have not yet been provided.

Booking an online consultation. If you book an online consultation with a practitioner through our website, we will ask you some questions at the time of booking for the purposes of selecting the most appropriate practitioner for you and to schedule an online consultation. Once payment for the online consultation has been made we will send you an acknowledgment by email within 48 hours to the email address you have supplied to us to confirm receipt. Acceptance of your booking by us takes place when we send you a booking confirmation email. We reserve the right not to accept your booking. If we are unable to accept your booking, we will inform you of this in writing.

Making a change to your booking. If you wish to make a change to the date or time of your online consultation, contact us by email to concierge@w-wellness.co.uk. You are entitled to reschedule your online consultation free of charge once, provided you give us at least 48 hours’ notice. If you cancel with less than 48 hours’ notice, you will be charged in full for the online consultation.

If you are more than 10 minutes late for your online consultation, the practitioner will be unable to accommodate your online consultation and you will be charged in full. If you are late by less than 10 minutes, the length of your online consultation will be reduced accordingly.

UK only. Online Consultations are intended for clients in the United Kingdom. We do not represent that our online consultations are appropriate for use or available in other locations.

You must be at least 18 years old to book an online consultation. You must be at least 18 years old to book an online consultation. If you are under 18 years old, your parent or legal guardian may book an online consultation on your behalf and must accompany you for your online consultation. Online consultation’s will not be provided to anyone under the age of 18 who is not accompanied by their parent or legal guardian.

We are not responsible for any recommendation made by a practitioner

We are not responsible for any errors or inaccuracies in the description or effectiveness of the products recommended to you by a practitioner. We are not responsible to you for any issues arising as a result of your choice of a product however that choice was made including upon the recommendation of a practitioner. If you believe that a product should not have been recommended by a practitioner, you must speak to the practitioner directly.

When we recommend that you seek professional advice

Some complementary medicines, such as vitamin and mineral supplements, can interact with prescription medicines and medical treatments. If you are taking any prescription medicines or undergoing any medical treatment; or if you are pregnant, trying to get pregnant or breastfeefding, you must inform your practitioner or seek further advice from a healthcare professional.  When taken as directed, multivitamins and minerals are not expected to cause serious side effects. Get emergency medical help if you have signs of an allergic reaction: hives; difficulty breathing; swelling of your face, lips, tongue, or throat.

We don’t compensate you for all losses caused by us or our products

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

We’re not responsible for delays outside our control

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: LINK TO PRIVACY NOTICE.

You have several options for resolving disputes with us

We will listen to your complaints. Our Customer Service Team at concierge@w-wellness.co.uk will do their best to resolve any problems you have with us or our products.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

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