Refund policy
Refund & Returns Policy
Overview
At EDS Tranquillity Collection, we want you to shop with confidence. This Refund Policy explains your rights and our returns process for products purchased through our website.
EDS Tranquillity Collection is a trading name of EDS Retail Ltd.
1. Business Information
Trading Name: EDS Tranquillity Collection
Legal Entity: EDS Retail Ltd
Company Number: 16634806
Registered Address: 128 City Road, London, EC1V 2NX, United Kingdom
Email: sales@edstranquillitycollection.co.uk
Telephone: 0333 050 8318
2. Your Right to Cancel (Online Orders)
If you purchase goods online as a consumer in the United Kingdom, you may have the right to cancel your order within 14 days of receiving your goods, subject to applicable exceptions.
To exercise your cancellation right, please contact us in writing by email before returning the item.
You then have a further 14 days to return the goods after notifying us.
3. Eligibility for Returns
To qualify for a return:
• The item must be unused and in original condition
• All original packaging, accessories and manuals must be included
• Proof of purchase must be provided
• The item must not fall within a non-returnable category listed below
We may inspect returned goods before approving a refund.
4. Non-Returnable Items
The following items may not be eligible for return unless faulty or not as described:
• Made-to-order or customised products
• Installed or used hot tubs, saunas or large equipment
• Hygiene-sensitive items once opened or used
• Clearance or final sale items (where clearly stated)
• Perishable goods
• Gift cards
This does not affect your legal rights if goods are faulty or misdescribed.
5. Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible with:
• Your order number
• Description of the issue
• Clear photographs where relevant
Where appropriate, we will offer a repair, replacement, refund or other remedy in line with your legal rights.
6. Return Costs
Unless the item is faulty, damaged, incorrect or otherwise required by law, return postage or collection costs are the customer’s responsibility.
For large or specialist items, collection charges may apply and will be confirmed in advance.
7. Refund Process
Once your returned item is received and inspected, we will notify you of the outcome.
Approved refunds will be issued to your original payment method within a reasonable time. Processing times may vary depending on your payment provider.
8. Delivery Charges
Standard delivery charges may be refunded where required by law when an order is cancelled within the legal cancellation period.
Additional premium delivery charges may not be refundable.
9. Exchanges
We do not guarantee direct exchanges. If you would like a different item, we recommend contacting us first so we can advise on the best option.
10. How to Request a Return
Please contact us before sending any item back.
Email: sales@edstranquillitycollection.co.uk
Telephone: 0333 050 8318
Include:
• Full name
• Order number
• Product name
• Reason for return
11. Consumer Rights
Nothing in this Refund Policy limits or excludes your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection laws.
12. Changes to This Policy
We may update this Refund Policy from time to time. Any changes will be posted on this page.
13. Contact Us
EDS Tranquillity Collection
Trading name of EDS Retail Ltd
128 City Road, London, EC1V 2NX
United Kingdom
Email: sales@edstranquillitycollection.co.uk
Telephone: 0333 050 8318
