Returns & Refunds Policy

Last Updated: 14 October 2026

At Spa Supreme, we want customers to shop with confidence and understand their rights when purchasing our wellness equipment, massage chairs and furniture.

This Returns & Refunds Policy applies to consumer purchases made through spasupreme.co.uk, operated by JMF ECOMMERCE LTD, trading as Spa Supreme.

Because our products vary significantly in size, weight, delivery requirements and supplier arrangements, some return procedures and costs differ by product category.

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Return Periods at a Glance

Product Category	Change-of-Mind Return Period	Non-Faulty Return Costs
VComfort massage chairs	28 calendar days after delivery	£150 specialist collection
Desser furniture	14 calendar days after delivery	Applicable direct return or collection costs
Travertine and other eligible furniture	14 calendar days after delivery	Applicable direct return or collection costs
Standard, non-bespoke SaunaPlunge saunas	14 calendar days after delivery	Specialist collection, approximately £500 where applicable
Standard, non-bespoke SaunaPlunge ice baths	14 calendar days after delivery	Specialist collection, approximately £500 where applicable
Other eligible products	14 calendar days after delivery	Applicable direct return costs
Genuinely bespoke or personalised products	Statutory change-of-mind exception may apply	Not applicable where exempt

The periods above refer to the time allowed to notify us of a change-of-mind return or cancellation.

For eligible statutory cancellations, customers generally have a further 14 calendar days after notifying us to return the goods or make them available for an agreed collection.

The 28-day massage chair return arrangement is an additional policy benefit and does not replace statutory consumer rights.

2. Your Right to Cancel an Online Order

For eligible goods purchased online, you have the right to cancel your purchase without giving a reason within 14 calendar days after receiving the goods.

The cancellation period normally begins on the day after delivery.

To exercise this right, you must inform Spa Supreme of your decision to cancel before the cancellation period expires.

You may do so by emailing contact@spasupreme.co.uk or sending another clear statement of your decision.

After notifying us, you generally have a further 14 calendar days to return the goods or make them available for an agreed collection, subject to the applicable legal requirements.

You do not need to provide a reason for exercising your statutory cancellation rights.

Certain products, including goods genuinely made to a customer's specifications or clearly personalised, may be exempt from statutory change-of-mind cancellation rights.

An item is not automatically exempt simply because it is expensive, bulky, ordered from a supplier or described as made to order.

3. How to Request a Return

At Spa Supreme, we aim to make the returns process clear and straightforward. Return arrangements may vary depending on the product purchased.

Massage Chair Returns

For massage chairs, customers can submit a request through our dedicated Return Request Form.

Alternatively, customers may contact our support team at contact@spasupreme.co.uk.

Please provide your order number, product details and a brief description of your request. If the product is damaged, faulty or incorrect, photographs may help us investigate.

Furniture, Travertine, SaunaPlunge and Other Product Returns

For furniture, travertine tables, saunas, ice baths and other eligible products, please contact:

Email: contact@spasupreme.co.uk

Include your order number, the product you wish to return and the reason for your request, if you wish to provide one.

Where a product is damaged, faulty or incorrectly supplied, photographs may help us arrange an appropriate resolution.

Return Instructions and Response Times

We aim to respond to general customer enquiries within one business day.

Return requests requiring supplier confirmation, collection arrangements or further investigation are normally reviewed within two business days.

We will provide the applicable return instructions and, where required, collection arrangements.

Please do not send goods to our registered office or another address without receiving the appropriate return instructions.

Customers may exercise their statutory cancellation rights by sending a clear statement of their decision to cancel. Completing a return form or obtaining prior authorisation is not a condition of exercising those rights.

This section does not affect your statutory consumer rights.

4. Condition of Change-of-Mind Returns

Customers are entitled to inspect goods in a manner reasonably comparable to how they could inspect them in a physical shop.

For change-of-mind returns, we ask that products are handled carefully and, wherever reasonably possible, returned with:

• All supplied components and accessories

• Instruction manuals and documentation

• Remote controls, fittings and other included items

• Original packaging, where available and suitable for safe transportation

We may make a reasonable deduction from the refund where the value of the goods has been reduced by handling beyond what was necessary to establish their nature, characteristics and functioning.

Such deductions must be consistent with applicable consumer law.

The absence of original packaging does not automatically remove statutory cancellation rights.

These conditions do not restrict your rights if goods are faulty, damaged, incorrect or not as described.

5. VComfort Massage Chair Returns

28-Day Return Window

VComfort massage chairs are covered by an extended 28-calendar-day change-of-mind return arrangement, measured from delivery.

Customers wishing to return a chair should notify Spa Supreme within this period.

Return Collection Charges

For an eligible non-faulty change-of-mind return, a £150 specialist collection charge applies.

This charge represents the cost of arranging collection of the massage chair and is not a restocking fee.

Where legally permitted, the collection charge may be deducted from the refund.

Return Condition

Massage chairs should be handled carefully and returned with their supplied accessories, controls, manuals and other components.

Any deduction for diminished value will be assessed in accordance with applicable law and the relevant return terms.

Faulty or Damaged Massage Chairs

If your massage chair arrives damaged, develops a fault or does not conform to the contract, please contact us.

We will review the issue and arrange an appropriate remedy in accordance with your statutory consumer rights.

The £150 non-faulty collection charge does not apply as a standard change-of-mind charge to returns arising from a legally established fault or non-conformity.

6. Desser Furniture Returns

Eligible Desser furniture purchases are subject to the applicable 14-day statutory cancellation period.

Customers must notify Spa Supreme within the cancellation period and return the goods or make them available for an agreed collection within the applicable further period.

Non-Faulty Return Costs

For change-of-mind returns, customers are responsible for applicable direct return or specialist collection costs where these were properly disclosed before purchase.

Desser collection charges may vary depending on the item, size, delivery location and collection arrangements.

Please review the applicable product information and pre-purchase returns information, or contact us for clarification.

Return Arrangements

Because furniture can be bulky or require specialist handling, please contact Spa Supreme before arranging transportation.

We will provide the relevant return instructions and, where applicable, coordinate collection with the supplier.

7. Travertine & Other Furniture Returns

Eligible standard, non-bespoke travertine and furniture purchases are subject to the applicable 14-day statutory cancellation period.

Customers are responsible for the direct cost of returning non-faulty goods following a change of mind, where properly disclosed before purchase.

Some large or heavy furniture items may require specialist collection.

The applicable collection arrangements and charges depend on the product, supplier and destination.

Natural Material Characteristics

Travertine is a natural stone and may display variations in colour, texture, veining, pores and pattern.

Natural variations that are consistent with the product description and reasonable expectations do not necessarily constitute defects.

However, this does not affect your rights where a product is damaged, faulty, incorrectly supplied or not as described.

8. SaunaPlunge Sauna Returns

Standard, Non-Bespoke Saunas

Eligible standard, non-bespoke SaunaPlunge saunas purchased online are subject to the 14-day statutory cancellation period.

Customers must notify Spa Supreme within the cancellation period and return the goods or make them available for an agreed collection within the applicable further 14-day period.

Specialist Collection Costs

Saunas are large, heavy products that may require specialist collection equipment and transport.

For eligible non-faulty change-of-mind returns, specialist collection may cost approximately £500, depending on the product and collection requirements.

This is a return transport or collection cost, not a restocking fee.

The applicable direct return cost must be properly disclosed before purchase in accordance with consumer law.

Installed or Assembled Saunas

Installing or assembling a sauna does not automatically remove statutory cancellation rights.

However, where handling or use goes beyond what was necessary to establish the nature, characteristics and functioning of the goods, a lawful deduction for diminished value may apply.

Any assessment will depend on the circumstances and applicable consumer law.

Bespoke Saunas

A sauna genuinely manufactured to a customer's specifications or clearly personalised may fall within a statutory cancellation exception.

Standard catalogue products are not automatically exempt simply because they are ordered from a manufacturer or supplier.

9. SaunaPlunge Ice Bath Returns

Eligible standard, non-bespoke SaunaPlunge ice baths are subject to the 14-day statutory cancellation period.

Customers must notify Spa Supreme within the cancellation period and return the product or make it available for an agreed collection within the applicable further period.

Specialist Collection

Ice baths may be substantial products requiring specialist handling, particularly where integrated chilling equipment is included.

For eligible non-faulty change-of-mind returns, specialist collection may cost approximately £500, depending on the product and collection arrangements.

The applicable direct return cost must be disclosed before purchase in accordance with consumer law.

Installed or Used Ice Baths

Installation or use does not automatically eliminate statutory cancellation rights.

However, a lawful deduction for diminished value may apply where handling exceeds what was necessary to inspect and assess the product.

Products should be safely drained and prepared for any agreed collection in accordance with the instructions provided.

10. Other Eligible Product Returns

Unless a longer product-specific return arrangement applies, eligible standard products purchased online are subject to the statutory 14-day cancellation period.

Customers must notify Spa Supreme within that period and return the goods within the applicable further period.

For non-faulty change-of-mind returns, customers are responsible for applicable direct return costs where properly disclosed before purchase.

Any product-specific legal exceptions will be applied only where permitted by law.

11. Damaged, Faulty, Incorrect or Misdescribed Products

If a product arrives damaged, is faulty, is incorrect or does not match its description, please contact Spa Supreme as soon as reasonably possible.

Email: contact@spasupreme.co.uk

Please provide:

• Your order number

• The product concerned

• A description of the problem

• Photographs or other relevant information, where available

We will review your enquiry and coordinate with the relevant supplier or manufacturer where appropriate.

Your rights under the Consumer Rights Act 2015 may include a repair, replacement, price reduction or refund, depending on the circumstances and the applicable legal requirements.

For qualifying faulty goods, the short-term right to reject generally applies within 30 days, subject to statutory rules and exceptions.

We will not impose standard change-of-mind collection charges where doing so would conflict with your statutory rights relating to faulty or non-conforming goods.

Manufacturer warranties are additional to, and do not replace, your statutory rights against Spa Supreme as the retailer.

12. Refund Processing

For an eligible statutory change-of-mind cancellation, we will refund payments as required by applicable UK consumer law.

This generally includes the original standard delivery charge, where applicable, but not any additional amount paid for a more expensive delivery option chosen by the customer.

Refunds will normally be issued within 14 calendar days after we receive the returned goods or receive acceptable evidence that the goods have been sent back, whichever is earlier, where the law permits us to wait for their return.

If we have agreed to collect the goods, the applicable statutory refund timing rules will apply.

Refunds are normally made using the original payment method unless otherwise expressly agreed.

Where a lawful deduction for diminished value or an applicable direct return cost is permitted, we will explain the amount.

The time taken for refunded funds to appear in your account may depend on your bank or payment provider.

13. Return Collection & Transport Costs

Return costs depend on the product, the reason for the return and the applicable legal rights.

For non-faulty change-of-mind returns, customers may be responsible for direct return or collection costs where properly disclosed before purchase.

For large products, these costs may be substantial.

Current arrangements include:

• VComfort massage chairs: £150 specialist collection.

• SaunaPlunge saunas and ice baths: Approximately £500 for specialist collection where applicable.

• Desser furniture: Product-specific direct return or collection costs.

• Travertine and other furniture: Applicable direct return or specialist collection costs.

We do not charge a restocking fee.

Where the customer has a statutory right to a remedy for faulty or non-conforming goods, return arrangements and costs will be handled in accordance with applicable consumer law.

14. Orders Cancelled Before Dispatch

If you wish to cancel an order before dispatch, please contact us promptly.

We will review the order status and any applicable statutory cancellation rights.

Where a consumer has a legal right to cancel, that right is not dependent on whether the supplier has started processing the order.

For goods that fall within a genuine statutory cancellation exception, any applicable contractual cancellation arrangements will be explained according to the relevant product terms.

15. Exclusions & Special Circumstances

Certain products may be excluded from statutory change-of-mind cancellation rights where a specific legal exception applies.

Examples may include:

• Goods genuinely made to a customer's specifications.

• Clearly personalised products.

• Other goods falling within a specific statutory exception.

An exclusion will not be applied simply because an item is expensive, large, sourced to order or delivered by a specialist supplier.

Any applicable exclusion should be identified before purchase.

These exclusions do not remove statutory rights relating to faulty, damaged or misdescribed goods.

16. Native Natural – Luxury Home Comforts Returns

This section applies to our sheepskin rugs, sheepskin beanbags, sheepskin stools and wool blankets supplied by Native Natural.

Change-of-Mind Returns

Customers may cancel their order within 14 days of receiving their goods and have a further 14 days to return them.

• Return postage is the customer's responsibility for change-of-mind returns.

• Return costs vary depending on the product's size, weight and courier service.

• Products should be securely packaged, preferably in their original packaging, to prevent damage during transit.

Damaged, Faulty or Incorrect Items

If your product arrives damaged, faulty or incorrect, please contact Spa Supreme with your order details and photographs where possible.

We will arrange an appropriate resolution in accordance with your statutory rights, including covering return costs where legally required.

Refunds

Refunds will be processed in accordance with our main Returns & Refunds Policy and your statutory consumer rights.

Please contact Spa Supreme before arranging a return so we can provide the correct return address and instructions. This does not affect your statutory right to cancel.

17. Return Addresses & Collection Arrangements

Spa Supreme works with multiple manufacturers, distributors and specialist delivery partners.

As a result, the correct return destination or collection procedure may differ depending on the product.

Please do not send goods to our registered office without receiving return instructions.

For eligible returns, we will provide the appropriate return address or coordinate an agreed collection.

Our registered office is a business correspondence address and is not a general warehouse or product returns facility.

18. Customer Support & Contact Details

If you have questions about returns, refunds, cancellations or product issues, please contact us.

Trading Name: Spa Supreme

Legal Company Name: JMF ECOMMERCE LTD

Company Registration Number: 16939103

Registered Address: 128 City Road, London EC1V 2NX, United Kingdom

Email: contact@spasupreme.co.uk

Telephone: +44 330 122 0833

Website: https://spasupreme.co.uk

Customer Support Hours

Monday–Friday: 9:00 am–6:00 pm (UK time)

Saturday & Sunday: Closed

We aim to respond to general enquiries within one business day. Returns requiring supplier confirmation or specialist collection arrangements are normally reviewed within two business days.

Your statutory consumer rights are not affected by this policy.