REFUND POLICY

POLICY - STATEMENT

2. Prescription-Only Medicines (POMs)

Prescription-Only Medicines (POMs) are non-returnable and non-refundable once a prescription has been issued or the medicine has been dispensed, whether the order was made in-clinic or online.

This includes, but is not limited to:

• Botulinum toxin products

• Injectable medicines

• Weight-management medications

• Compounded or patient-specific prescriptions

• Any medication supplied through a prescribing consultation

Once supplied or dispensed, POMs cannot be returned to the clinic under any circumstances. Medicines that have left clinical control cannot legally be re-issued or resold due to regulatory requirements governing medicine safety, storage integrity, and traceability.

Clinical Outcomes

Variation in treatment response does not entitle the client to a refund. Each prescription is issued following an individual clinical assessment and is supplied specifically for that patient.

Cold-Chain and Temperature-Sensitive Medicines

Many medicines require strict temperature control during storage and transport. Once medicines have been collected, administered, or dispatched, temperature integrity can no longer be verified. For this reason, such items cannot be returned or refunded.

Governance and Safety Reporting

Any adverse reaction, treatment concern, or product issue will be documented within the clinic’s internal governance system and, where appropriate, reported to the prescribing clinician, supplying pharmacy, and the MHRA Yellow Card Scheme in accordance with UK pharmacovigilance requirements.

3. Treatments and Clinical Procedures

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

Cancellations

• Appointments cancelled more than 48 hours before the scheduled appointment may qualify for a refund or clinic credit.

• Cancellations made within 48 hours of the appointment, or missed appointments, are non-refundable.

Outcome Variability

Aesthetic treatments involve biological variability. Individual responses differ due to anatomy, metabolism, and healing responses. As such, specific treatment outcomes cannot be guaranteed, and variation does not constitute grounds for a refund.

Clinical Concerns

If a complication or clinical concern arises following treatment, it will be managed in accordance with the clinic’s Incident Reporting, Clinical Governance, and Duty of Candour policies.

4. Retail and Non-Prescription Products

Non-prescription skincare, cosmetic products, or wellness products purchased in-clinic or through the official website may be eligible for return within 30 days of purchase, subject to the following conditions:

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

• Proof of purchase must be provided.

• Products purchased during promotions, bundles, or clearance sales may not be eligible for refund unless faulty.

Return Process

All eligible product returns must be brought back to the clinic in person for inspection and verification prior to any refund or exchange being processed.

Returns sent by post without prior agreement will not be accepted due to hygiene, authenticity verification, and product safety requirements.

Refunds will only be issued to the original payment method once the returned item has been inspected and confirmed to meet return conditions.

Direct Supplier Fulfilment

Some products may be dispatched directly from authorised UK distributors (such as Mesoestetic, Teoxane, or other brand suppliers). Where this occurs, the return and refund process may be governed by the supplier’s delivery and returns policy, and items may not be returnable via the clinic.

5. Damaged, Incorrect, or Faulty Items

Clients must inspect all items immediately upon receipt.

If a product arrives damaged, defective, or incorrect, please contact the clinic within 48 hours of delivery at:

Order.HausOfAsthetik@icloud.com

Please include:

• Your order number

• Photographs of the item and packaging

• A brief description of the issue

Each case will be assessed in accordance with the Consumer Rights Act 2015 and the relevant supplier terms.

Where appropriate, a replacement or refund will be issued following investigation and confirmation.

6. Non-Returnable Items

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

• Prescription-Only Medicines (POMs)

• Any medicines or injectable products supplied following prescription

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

• Opened, used, or unsealed skincare and cosmetic products

• Gift vouchers, promotional credits, or discounted sale items

• Bespoke, compounded, or special-order products