Refund policy
1. APPLICABLE TO ALL GOODS/PRODUCTS:
1.1 Refunds/Returns Policy
We honor a 7 day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at: refund@lavahealingandwellnessboutique.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Safely and securely pack the return items and affix the return label.
Please send the product back at your own cost, as you received it, un-opened and unused. When the product arrives we will inspect it and see if it is liable for an exchange or refund.
Please note that products must be returned in their original packaging.
Please note that we do not arrange for the return unless we have sent the incorrect product.
1.2 Damages and defective products
Should you receive the wrong product or the product is damaged or defective, please contact us to arrange a suitable solution. (Kindly retain pictures of the damages)
1.3 Exceptions / non-returnable items
Certain types of items cannot be returned example: customised products (such as special orders or personalized items), and personal care goods (such as bath/body/beauty products).
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
1.4 Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at refund@lavahealingandwellnessboutique.com.
ALL INTERNATIONAL MARKETS:
A 14 day policy applies.
You have the right to cancel or return your order within 14 days. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please send the product back at your own cost, including the shipping/handling charges.
2. APPLICABLE TO ALL SERVICES:
2.1 REFUNDS
There is a NO refund policy on any/all of the services offered.
We will instead offer you a GIFT CARD for your balance valid for 36 months from the date of being loaded.
We insist that you kindly read through all our site information before scheduling your appointment.
Should you require any clarification BEFORE SCHEDULING your appointment, then reach out to us using the email list provided, or even WhatsApp us - in order for us to assist you with decision making.
2.2 Appointment Confirmation
All services are booked/scheduled using our calendar.
You may add special instructions/requests at check-out stage.
Once your order has been placed for your selected service, you will receive an email follow up – confirming the same.
Kindly diarise/synchronise your calendar for your appointment.
It is your responsibility to remember your appointment dates and times in order to avoid late arrival, missed/NO-SHOW appointments and cancellation fees.
2.3 Cancellation Policy
We understand that "life-happens" = schedule adjustments to be made.
We respectfully request at least 24-hour notice for cancellations or rescheduling.
If you do not show to your scheduled appointment time, or reschedule within 24 hours of your scheduled appointment time, cancellation fees will apply according to our policy below:
Cancelling less than 24 hours prior to your appointment will result in a charge equal to 50% of the service amount. The remaining BALANCE of the service cost will be converted to a GIFT CARD. (Service COST – 50% cancellation fee = BALANCE)
No-shows will be charged 100% of the reserved service amount.
Appointments made within the 24-hour period, that are cancelled less than 5 hours prior to the reserved appointment time will be subject to a fee of 50%. The remaining BALANCE of the service cost will be converted to a GIFT CARD.