Refund policy
30-Day Return Policy
Heracles Wellness offers a 30-day return policy. This means that, following the receipt of your item, you have a period of 30 days to request a return. However, it's important to note that there are certain items on our website that are exempt from no fault returns. These exceptions are clearly specified in the relevant product pages.
Return Policy Exceptions
Nuvibody Products - 120 Days
Nuvibody offers a 120-day return period for standard consumer products, beginning on the day the order is received. Please see the Return and Refunds section on the relevant Nuvibody product page for the complete terms.
- Contact Heracles before the 120-day period expires to request a return and obtain the correct return instructions. Unauthorised returns will not be accepted.
- The product must be returned in its original condition and packaging, with all accessories.
- Damage or packaging deterioration beyond what is reasonably necessary to inspect the product may result in a deduction for loss of value or the return being refused.
- Return freight and suitable transit insurance are the customer's responsibility. Original shipping charges are non-refundable.
- The 120-day consumer period does not apply to business purchases or customised products. Commercial returns require prior written approval and are subject to the terms agreed for the order.
- Report visible delivery damage or defects to Heracles within 24 hours, with the order number and clear photos or video.
- Approved returns are normally processed within 14 business days of reaching the warehouse. Once issued, a refund may take up to five further days to appear in the customer's bank account.
Optimal Health Products - 14 Days
Please see the Return and Refunds section of each Optimal Health product page for more details. Main points;
- You have 14 days from receiving your item to request a return, except for custom-built items like steel chambers.
- Returned items must be unused, in their original packaging, and accompanied by proof of purchase.
- Unauthorised returns will not be accepted.
- The buyer is responsible for return shipping costs.
- Inspect your order upon installation and report any damages or issues immediately.
- EU customers have a 14-day cooling-off period to return items without providing a reason.
- Refunds are processed within 10 business days after inspection, but bank processing times may vary.
- Installation and delivery costs will be deducted from refunds.
- Custom-built items, such as steel chambers, are non-returnable.
Jaquar Products - 7 Days
Please see the Return and Refunds section of each Jaquar product page for more details. Main points;
- Contact us via chat, phone, or email within 7 days if you wish to return your order.
- Pack the product securely in its original packaging, including all accessories, and attach the return label.
- We will arrange collection either via home pickup (for bulky items) or a nearby carrier collection point.
- Jaquar product returns and cancellations are free of charge.
- You have 7 days from receipt to return the product at no cost.
- If you reject the product before delivery, deductions will be made from the refund to cover shipping and return costs.
- Refunds take up to 10 working days
Made-to-Order (MTO) Products
At Heracles Wellness, we take pride in offering high-quality, made-to-order products such as saunas which are tailored to your unique needs. Due to the bespoke nature of these products, our returns and refund policy is designed to reflect the custom craftsmanship involved.
Why Returns Are Limited for MTO Products
Made-to-order products are personalised and manufactured based on specific customer requirements. As such, these items cannot be resold or restocked, which is why we are unable to accept returns or offer refunds once fabrication has begun.
We encourage you to carefully review all details of your order before confirming, including dimensions, features, and finishes.
MTO Products are Still Covered By Manufacturers Warranty
However, should you have any problems with your made to order product, you are still covered by the warranty.
MTO Products Include
Item Returns Condition
For a return to be valid, the item must be in the condition in which you received it - unused, with all tags still attached and in the original packaging. A receipt or proof of purchase will also be required. No re-stocking fee will be applied if these conditions are met.
If the product has already been installed, is no longer in a new condition, isn't in its original packaging, or if any components are missing, including the owner's manual, a 20% re-stocking and re-packaging fee will be charged. If upon inspection, the returned items are found to be damaged and not under warranty, we won't be able to process your return. In this scenario, you will also need to cover the cost of shipping for returning the item back to you.
To initiate a return, you can contact us at info@heracleswellness.co.uk.
Upon approval of your return, we will provide instructions on where and how to send back your package. Please note that any items returned to us without prior request for a return will not be accepted.
Order Cancellations
Should you wish to cancel an order, we kindly ask you to get in touch with our customer service team via email or phone at the earliest opportunity to evade any charges associated with return shipping.
Full refunds will be issued for cancellations made before the items have been dispatched.
In the event that the order has been cancelled after the items have already been shipped, our 30-Day Return Policy will be applicable, and the customer will be responsible for the cost of return shipping.
Damages and Issues
We urge you to inspect your order upon delivery and get in touch within 24 hours if the item is damaged, defective, or if you have received the incorrect item. If it is damaged, you are entitled to either a refund or a replacement at no extra cost.
Exchanges
The quickest way to receive the item you desire is to return your current item. Once the return is approved, you can place a separate order for the new item.
Refunds
Once we have received and inspected your return, we will inform you whether your refund has been approved or not. If approved, the refund will be processed automatically onto your original payment method within 10 business days. Please be aware that it can take some time for your bank or credit card company to process and post the refund. If over 15 business days have elapsed since we approved your return, please get in touch with us at info@heracleswellness.co.uk.
Return Shipping
Please be aware that customers will be responsible for all costs associated with return shipping, unless the item has been delivered damaged.