REFUND POLICY

POLICY - STATEMENT

1. Distance Contracts — Your 14-Day Right to Cancel

If you booked a service through this website, by email, or by telephone (a “distance contract”), you have the right to cancel within 14 calendar days of making your booking, without giving any reason, under the Consumer Contracts Regulations 2013, Regulation 29.

To cancel, contact us in writing before the 14-day period expires. You may use the model cancellation notice below:

———— MODEL CANCELLATION NOTICE ————

To: Haus of Ästhetik Ltd, 4 Portland Square, Water Street, Bakewell, Derbyshire, DE45 1HA / HausOfAsthetik@icloud.com

I/We hereby give notice that I/We cancel my/our contract for the following service/booking: [description]. Ordered/booked on: [date]. Name: [name]. Address: [address]. Date: [date].

————————————————————————

If you have expressly consented to treatment commencing before the 14-day period ends and subsequently cancel, we may charge a reasonable proportion of the total fee for services already delivered. If treatment has not yet begun, you are entitled to a full refund within 14 days of cancellation.

2. Prescription-Only Medicines (POMs)

Prescription-Only Medicines are non-returnable and non-refundable once a prescription has been issued or the medicine dispensed, pursuant to the Human Medicines Regulations 2012. This includes botulinum toxin products, injectable medicines, weight-management medications, compounded or patient-specific prescriptions, and any medication supplied through a prescribing consultation. Once dispensed, POMs cannot be re-issued or resold due to regulatory requirements governing medicine safety, storage integrity, and traceability.

Cold-chain or temperature-sensitive medicines cannot be returned once collected, administered, or dispatched, as temperature integrity can no longer be verified.

Any adverse reaction, treatment concern, or product issue will be documented within the clinic's internal governance system and, where appropriate, reported to the MHRA Yellow Card Scheme.

3. Treatments and Clinical Procedures

Refunds are not available for aesthetic or clinical procedures where treatment has been delivered in accordance with professional clinical standards and with your informed consent.

Appointments cancelled more than 48 hours before the scheduled time may qualify for a refund or clinic credit. Cancellations within 48 hours of the appointment, or missed appointments, are non-refundable. This is in addition to (and does not restrict) the 14-day distance-contract right set out in Section 1. If a complication or clinical concern arises following treatment, it will be managed under our Incident Reporting, Clinical Governance, and Duty of Candour policies.

4. Retail and Non-Prescription Products — Your Statutory Rights

Under the Consumer Rights Act 2015, if goods supplied do not conform to contract (not of satisfactory quality, not fit for purpose, or not as described), you are entitled to a repair, replacement, or refund. Within the first 30 days you are entitled to a full refund (short-term right to reject, s.22 CRA 2015). These rights apply regardless of whether the product has been opened or used.

In addition to your statutory rights, we offer a discretionary 30-day return on non-prescription skincare, cosmetic, or wellness products purchased in-clinic or through our website, subject to: the product being unused, unopened, and in its original sealed packaging; proof of purchase being provided; and the product not being a promotional, bundle, or clearance item (unless faulty).

All eligible discretionary returns must be brought to the clinic in person or pre-approved in writing before posting. Refunds are issued to the original payment method once the item has been inspected.

5. Damaged, Incorrect, or Faulty Items

Inspect all items upon receipt. If a product arrives damaged, defective, or incorrect, contact us at Order.HausOfAsthetik@icloud.com as soon as reasonably practicable, including your order number, photographs of the item and packaging, and a description of the issue. Your statutory rights to repair, replacement, or refund under the Consumer Rights Act 2015 are not affected by any notification timeframe.

6. Non-Returnable Items

The following items cannot be returned or refunded, save where required by statute:

• Prescription-Only Medicines once dispensed

• Medicines or injectable products supplied following prescription

• Cold-chain or temperature-sensitive products after dispatch or collection

• Opened or used skincare or cosmetic products (discretionary returns only — statutory rights apply regardless)

• Gift vouchers and promotional credits

• Bespoke, compounded, or special-order products

7. Alternative Dispute Resolution

If you are dissatisfied with the outcome of a refund or returns request and the matter cannot be resolved through our internal complaints process, you may refer your dispute to an Alternative Dispute Resolution scheme. Please contact us for details of an appropriate ADR entity. You may also use the ODR platform at https://ec.europa.eu/consumers/odr for online purchase disputes.