Shipping & Returns
General Terms:
Spa Vibes at Home reserves the right to update the rules when necessary, and the updated version will be published on spavibesathome.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Spa Vibes At Home immediately. All buyers are deemed to accept the rules if they are using the services provided by Spa Vibes At Home. Spa Vibes At Home's policy shall prevail.
For after-sales issues, buyers should file a return and refund request within twenty-five (25) days of delivery. If the period of the Return and refund request filed exceeds that, Spa Vibes At Home reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer can apply to cancel the order by contacting Spa Vibes At Home via spavibesathome.com/contact-us.
If Spa Vibes At Home cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Spa Vibes At Home has the right to cancel and refund the order.
If the buyer receives damaged or broken goods and applies for a refund with compelling evidence and the goods need to be returned, Spa Vibes At Home is responsible for offering the buyer a prepaid return label within three (3) business days to return the damaged/broken goods. Spa Vibes At Home should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Spa Vibes At Home shall not accept after-sale requests for "non-defective remorse returns" and has the right to accept or reject the request. Under this condition, Spa Vibes At Home will abide by the policy.
If Spa Vibes At Home accepts the after-sale request for the reason type of "non-defective remorse returns" and requires to deduct a "restocking & repacking fee," under Spa Vibes At Home's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed thirty-five percent (35%) of the order's total price.
Spa Vibes At Home shall not require a warranty, whether to provide one or not, or how to handle the warranty.
Spa Vibes At Home shall restrict the refund and redelivery time under the condition, including but not limited to the order refund based on the policy, agreement on refund or redelivery between Spa Vibes At Home and the buyer or others, that Spa Vibes At Home must refund within three (3) business days or redeliver within five (5) business days.
Once the buyer submits the after-sales request, the buyer must provide evidence (as the clause states below) to Spa Vibes At Home. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Spa Vibes At Home has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Spa Vibes At Home under various circumstances.
- Refund Request Timing
The buyer has the right to apply for a full refund for the order not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type Spa Vibes At Home Rules
- For Unshipped Orders
If the Return and refund request is made after the stated processing time, Spa Vibes At Home will refund the order. If the request is made within the stated processing time, Spa Vibes At Home has three (3)business days to process it after the buyer submits it. If Spa Vibes At Home fails to process (accept or reject) the refund request within three (3) business days, Spa Vibes At Home will refund the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
- For Shipped Orders
The Return & Refund request is made after the order has shipped. Spa Vibes At Home has ten (10) business days to process the request after the buyer submits it. If Spa Vibes At Home fails to process (accept or reject) the refund request within ten (10) business days, Spa Vibes At Home will refund the order.
- Goods Returned in Transit
If the package is sent back to Spa Vibes At Home during transit for any reason, and the buyer applies for a refund, Spa Vibes At Home should refund within three (3 )business days of the refund request. Under the same cases, if the buyer requests redelivery, Spa Vibes At Home should begin redelivery within five (5) business days of the request date.
- Goods Destroyed in Transit
If the package/goods are destroyed in transit, and the buyer has proof from the logistics website, such as but not limited to, a screenshot from the logistics website that the order was destroyed, Spa Vibes At Home should refund the order within three (3) business days of the buyer's refund request or redeliver within five (5) business days of the request. The following steps must be followed when creating this type of request:
- Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
- Screenshot of the e-mail or dispute received, including name, date, and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
- The products need to be returned to Spa Vibes At Home if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Spa Vibes At Home will make a refund, resend, or accept the return for any of the following cases:
3.1 Orders Delayed
Orders lacking tracking information, in transit, pending, or expired sixty (60) days after orders departed from the Spa Vibes At Home warehouse. The following countries and shipping methods may differ:
- For orders shipped to the USA, it will be counted forty-five (45) days after orders departed from the Spa Vibes At Home warehouse.
- For Brazil, it is after one hundred and ten (110) days counting from the date that the order departed from the Spa Vibes At Home warehouse due to strict customs clearance in Brazil.
- For Spa Vibes At Home Packet Liquid Line to all countries, Spa Vibes At Home will deal with your dispute for delayed orders after one hundred (100) days counting from the date that the order departed from the Spa Vibes At Home warehouse.
- For some special shipping methods, Spa Vibes At Home cannot deal with your disputes.
