Resolution Centre

At Hydressence^®, we are committed to excellence in every aspect of your experience. If something hasn't met your expectations, we're here to make it right - quickly, professionally, and with the care you deserve.

1. How to Raise a Service Issue

You can contact us using the method that's most convenient for you:

Email: hello@hydressence.co.uk
Phone: +44 7470 241871
Post: Hydressence^® Spas, Unit 35,Boston Road, Leicester, LE4 1AW, United Kingdom

Please include the following:

• Your full name and contact information
• A clear description of the issue
• Any relevant photos, receipts, or order numbers

2. What Happens Next

• We'll acknowledge your issue within 2 working days
• We'll investigate and may contact you for more details
• We aim to resolve most cases within 7 working days

(If more time is needed, we'll keep you updated)

3. Our Commitment to You

• Every concern is treated seriously, fairly, and confidentially
• If we're at fault, we'll put it right - this may include:
  • A replacement
  • A repair
  • A refund
  • A goodwill gesture
• Your feedback helps us improve

4. Escalating Your Concern

If you're not satisfied with the outcome, you can request a review by a Hydressence^® senior manager, who will re-assess your case thoroughly.

5. Financial Complaints

If your complaint relates to a finance agreement, please contact us first so we can try to resolve it directly. If you're not satisfied with our response, you can raise the issue with your finance provider or refer it to the Financial Ombudsman Service.

6. Using Feedback to Improve

All service issues are logged and reviewed. This helps us maintain high standards and prevent similar problems in the future.