Overview
Refund & Returns Policy
ProRefund, Returns and Head Spa Unit Warranty – Terms and Conditions
We value our customers and aim to provide transparent, fair, and supportive policies for all purchases and training services. Please read the relevant sections carefully before proceeding with a return, refund, or service request.
Products
Returns & Refunds
Eligibility for Returns
(Excludes Head Spa Units — see dedicated section below)
- Items must be unopened, unused, and in their original packaging.
- Include your receipt or order number, full name, and email address inside the return parcel.
- Returns must be initiated within 7 days of purchase.
Return Shipping Costs
- Return shipping is the responsibility of the customer.
- We strongly recommend using tracked postage, as we cannot be held liable for items lost in transit.
Damaged or Incorrect Items
- Please inspect your order upon arrival.
- If you receive a damaged, defective, or incorrect item, contact us immediately at [email protected] for resolution.
Non-Refundable Charges
- Shipping fees, international customs charges, and return postage are non-refundable.
Refund Process
- After your return is received and inspected, we will notify you of the outcome.
- Approved refunds will be issued to your original method of payment.
- Please allow time for processing, which may vary depending on your bank or card provider.
International Orders
- If a parcel is returned due to unpaid customs fees, shipping costs will not be refunded.
- Any associated return fees will also be deducted from your refund.
Courier Delivery Responsibility
- Once your order has been dispatched and a tracking number has been provided, responsibility for the parcel transfers to the shipping carrier.
- If a parcel is marked as delivered by the courier but is delivered to an incorrect address or cannot be located, this is not the liability of Japanese Head Spa Co.
- Customers must contact the shipping provider directly using the tracking information supplied.
Courses
Refunds & Transfers
Non-Refundable Courses
- All online and face-to-face courses become non-refundable once activated, due to immediate access to materials.
- A minimum of 48 hours’ notice is required to make any changes to a scheduled in-person course. Lack of notice may void your course enrollment.
Refund Exceptions
- If no course modules have been accessed, partial or full refunds may be considered in exceptional circumstances.
- Requests must be made within 7 days of purchase via [email protected]
Course Transfers
- You may request to transfer to another course within 7 days of purchase, provided no modules have been accessed.
- To transfer to a different date/location, at least 5 working days’ notice is required.
- Admin Fees apply: CAD$ 100 for the first transfer, CAD$ 150 for any subsequent transfers.
Certificate Name Changes
- Submit requests to [email protected] with valid reasoning (e.g., marriage) and photo ID.
- Changes are only possible before the final module is completed.
- Certificates will be issued in the account holder’s name unless stated otherwise at checkout.
- For lost or damaged certificates, replacements are available:
- Certificate Fee: CAD19.99 + P&P CAD9.99
- This policy is in place to maintain the integrity of certification and prevent misuse.
Substitutions
- Course substitutions or issuing certificates under multiple names from a single purchase are not permitted.
Head Spa Units & Equipment
Sales, Warranty, Service & Delivery Policy
This policy applies to all head spa units and related equipment purchased through Japanese Head Spa Co. CA (japaneseheadspaco.ca).
By placing an order, you confirm that you have read, understood, and agreed to the terms outlined below.
Sales Policy
All head spa units are custom-made to order.
- All sales are final and non-refundable once an order has been placed and confirmed.
- Due to the custom manufacturing process, orders cannot be cancelled once production has started.
- Changes to specifications, configurations, or delivery details cannot be made once the order has been confirmed.
- Customers will be contacted after purchase to confirm order specifications, delivery details, and installation requirements.
- Any complimentary, promotional, or ancillary items supplied with the unit are provided on a non-guaranteed basis and are strictly excluded from warranty, service, replacement, and refund eligibility.
Shipping & Delivery
After your order is placed:
- Our warehouse team will contact you to confirm delivery information.
- Approximately 1–2 weeks before delivery, an estimated delivery date will be provided.
Shipping times may vary according to the timelines stated on the website.
Delivery delays may occur due to circumstances outside our control, including but not limited to:
- customs processing delays
- freight disruptions
- adverse weather conditions
- international shipping delays
These circumstances are not grounds for cancellation or refund.
Official Distribution & Support
Japanese Head Spa Co. is the official global distributor for units purchased through our website (exclusions may apply).
- We liaise directly with the manufacturer on behalf of our customers regarding warranty and technical matters.
- Final warranty decisions remain solely at the discretion of the manufacturer.
- Our support team aims to respond to all service inquiries within 48 business hours.
User Maintenance & Servicing Responsibilities
Customers are responsible for proper maintenance and cleaning of the unit once delivered.
Failure to properly maintain the unit may result in service charges or warranty voidance.
Customer responsibilities include:
- Following all manufacturer and company maintenance guidelines
- Performing routine cleaning and care procedures
- Ensuring the unit is operated according to provided instructions
Important maintenance requirements include:
- Filters must be cleaned daily after treatments.
Failure to follow required maintenance procedures may:
- cause operational faults
- result in service charges
- void the warranty
Warranty Coverage
All head spa units include a 12-month warranty from the delivery date.
The warranty covers:
- defective parts or components
- up to a maximum value of CAD$ 200, at the discretion of the company
The warranty applies only to the original purchaser and is non-transferable.
Warranty Conditions
The warranty is valid only if:
- the unit has been properly installed
(including installation by a certified plumber where required)
- the unit has been maintained according to guidelines
- the unit has not been modified or altered
- proof of purchase is provided
Warranty Exclusions
The warranty will be void if damage results from:
- misuse
- negligence
- failure to properly maintain or clean the unit
- unauthorized repairs or modifications
- improper installation
Warranty Claims
For any warranty claims:
All claims must be submitted within the warranty period.
Claims submitted after expiry will be void.
Service & Support Process
- A member of the Japanese Head Spa Co. team will respond within 48 business hours.
- An initial assessment will be conducted via video call where required.
- Further guidance, troubleshooting, or parts support will be provided remotely.
Please note: We do not provide in-person servicing or engineer call-outs.
Repairs & Replacement Parts
If a fault occurs during the warranty period:
- Our team will assess whether the issue can be resolved remotely.
- Where applicable, replacement parts may be dispatched following video confirmation of the issue.
Temporary Workarounds
If an issue cannot be resolved immediately:
- We may provide temporary troubleshooting steps or operational guidance.
Disputes & Resolutions
Any disputes will be reviewed fairly based on available evidence.
If a refund is approved following review:
- the unit must first be returned for inspection before processing.
Steamer Disclaimer (Non-Warranty Item)
The steamer component supplied with the unit is a complimentary accessory and is not part of the core unit.
- The steamer is not covered under the 12-month warranty.
- We do not offer refunds, replacements, or repairs for steamers.
- Any faults or issues relating to the steamer are not eligible for claims or support.
- Use of the steamer is at the customer’s own risk.
Need Help?
For any questions regarding refunds, returns, or support:
📧 [email protected]
We are committed to providing professional, timely support and maintaining a high standard of customer care.
