Delivery & Returns

Spa vouchers

The purchase of spa vouchers can be made online and sent to you by email. Spa vouchers are redeemable at the Cloud Twelve Club only and are specific to the item purchased.

Spa vouchers cannot be refunded and returned, and treatments can only be exchanged for the value of the voucher or a lesser value than that originally purchased. Please check the Terms and Conditions of the voucher in relation to validity.

Event tickets

Event tickets can be purchased online and sent to you by email. We cannot refund or exchange event tickets; please check the small print in relation to validity and terms and conditions.

Refunds and Returns

We have a non-return and non-exchange policy for the following:

• Event tickets
• Spa vouchers
• Spa packages
• Perishable items, inclusive of food take-away products from the brasserie and children’s café.

For purchases of products sold and available within the spa and salon, we have a non-refundable policy. We do, however exchange unopened and unused product items within 7 days of purchase, which can be exchanged for alternative products of the same or greater value than the original unopened and unused item.
Where discounts have been applied at purchase, this is not applicable to the value of the item to be exchanged.

Refunds are applicable for the full value of a product or item purchased only if there is evidence of a defect or fault.

None of these terms are intended to diminish or restrict your legal rights under applicable consumer laws.

Liability

We shall not be liable for defective items or their failure to comply with descriptions in any of the following events:

• should you continue the use of such items after giving notice of defect or fault;
• the defect arises because you failed to follow instructions as to the storage, use and/or maintenance of the products or (if there are none) good practice regarding the same;
• you alter or repair such products in any way, without our written consent;
• the items differ from their description because of changes made to ensure they comply with applicable statutory or regulatory requirements, general wear and tear or willful damage, negligence or abnormal working conditions and storage.