REFUND POLICY

POLICY - STATEMENT

2. Prescription-Only Medicines (POMs)

Refunds cannot be issued for Prescription-Only Medicines (POMs), whether administered in-clinic or dispensed for home use.

This includes, but is not limited to, botulinum toxin products, injectable treatments, and any cold-chain medication.

• Clinical outcomes: Variation in treatment response does not entitle the client to a refund. Each prescription is clinically assessed and issued specifically for the individual.

• Cold-chain and temperature-sensitive products: Once dispatched or collected, these cannot be returned or refunded, as temperature control cannot be guaranteed beyond the point of receipt.

• Governance reporting: Any adverse reactions or dissatisfaction will be recorded in the internal incident log, and—if relevant—reported to the prescriber and supplying pharmacy in accordance with governance protocols and MHRA reporting standards.

3. Treatments and Clinical Procedures

Refunds for aesthetic or clinical procedures are not available where treatment has been administered correctly and in line with clinical protocols.

• Cancellations:
  Cancellations made more than 48 hours before the scheduled appointment may qualify for a refund or credit note.
  Cancellations within 48 hours or missed appointments are non-refundable.

• Outcome variability: Aesthetic results differ between individuals due to biological factors; therefore, no treatment outcome can be guaranteed.

• Adverse events: Should a clinical concern arise, it will be managed in line with our Incident Reporting and Duty of Candour policies.

4. Retail and Non-Prescription Products

Non-prescription skincare or cosmetic products purchased directly from the clinic or via the official website may be eligible for return within 30 days, subject to the following:

• The product must be unused, unopened, and in its original sealed packaging.

• Proof of purchase is required.

• Products purchased during promotional sales or under bundle pricing may not be eligible for refund.

• Refunds are made only to the original payment method once items have been verified as compliant with return conditions.

Products dispatched directly from UK suppliers to clients’ homes (including Mesoestetic, Teoxane, and other brand distributors) are subject to their delivery and returns terms and may not be returned via the clinic.

5. Damaged, Incorrect, or Faulty Items

Clients must inspect all deliveries immediately upon receipt.

If an item arrives damaged, defective, or incorrect:

• Contact us within 48 hours at Order.HausOfAsthetik@icloud.com.

• Include your order number, photographs (if applicable), and a description of the issue.

• Each case will be reviewed in accordance with Consumer Rights Act 2015 and supplier terms.

• Replacement or refund will be processed following investigation and confirmation by our supplier network.

6. Non-Returnable Items

For reasons of safety, hygiene, and regulatory control, the following cannot be returned or refunded:

• Prescription-Only Medicines (POMs)

• Cold-chain or temperature-sensitive items post-delivery

• Opened or used skincare, cosmetic, or personal care products

• Gift vouchers, promotional credits, or sale items

• Bespoke, compounded, or special-order goods