SHIPPING POLICY

POLICY - STATEMENT

2. Authorised Supply Chain and Fulfilment

All products are fulfilled directly through authorised UK distributors and manufacturers, including Teoxane, Mesoestetic, Skinade, and other regulated brands.

• Each shipment is dispatched in its original, sealed packaging, ensuring authenticity and compliance with manufacturer safety requirements.

• This direct-supply model eliminates intermediary handling, thereby preserving product stability and traceability.

• Every product is tracked via the supplier’s fulfilment system, creating a verifiable audit trail consistent with Save Face and CQC governance frameworks.

3. Delivery Locations

Orders can be delivered to:

• A verified residential address

• A registered business address (by prior agreement)

• The Haus of Ästhetik clinic for in-person collection

It is the customer’s responsibility to ensure the delivery address is suitable and secure for receiving parcels, particularly for cold-chain or signature-required deliveries.

Incorrect or incomplete delivery details provided by the customer may result in failed or delayed delivery, for which the clinic cannot be held liable.

4. Delivery Methods and Cold-Chain Management

Wherever possible, DPD or an equivalent regulated courier service is used to ensure compliance with handling requirements.

• Cold-chain products are shipped using temperature-controlled packaging approved by the manufacturer and distributor to preserve medicinal stability during transit.

• Ambient products (non-temperature sensitive) are sent via tracked courier with full delivery notifications and proof of receipt.

• All couriers used operate under GDPR-compliant agreements, ensuring protection of client delivery data.

5. Delivery Times

Estimated delivery within the UK is 1–3 working days following order confirmation and supplier dispatch.

Delivery times may vary based on:

• Product availability and stock levels

• Supplier processing times

• Seasonal or courier delays

Clients will receive tracking information once the supplier confirms dispatch. Delivery timelines are indicative and not guaranteed, though every effort is made to meet the estimated timeframe.

6. Delivery Charges

Shipping fees are calculated transparently at checkout, based on the supplier’s fulfilment model.

• Cold-chain or temperature-sensitive products may carry an additional fee for specialised packaging and handling.

• Delivery costs are non-refundable once an order has been processed and dispatched, except in cases of supplier error or product damage.

7. Transfer of Responsibility and Risk

• Responsibility for maintaining cold-chain conditions rests with the authorised supplier and courier up to the point of confirmed delivery at the designated address.

• Once the parcel has been delivered, signed for, or electronically marked as delivered, responsibility transfers to the customer.

• Haus of Ästhetik Ltd. cannot accept liability for temperature degradation or damage occurring after the confirmed delivery event.

• Customers must ensure someone is available to receive the delivery at the first attempt, as courier redelivery may breach cold-chain integrity.

8. Delivery Issues or Damaged Parcels

If your parcel:

• Arrives damaged,

• Appears tampered with, or

• Does not match your order,

you must notify us within 24 hours of receipt via Order.HausOfAsthetik@icloud.com.

Please provide:

• Order reference

• Delivery tracking number

• Photographs of the parcel and contents (if applicable)

We will liaise directly with the distributor and courier to investigate. Resolutions may include replacement, refund, or credit, in accordance with our Refunds & Returns Policy and supplier obligations under the Consumer Rights Act 2015.

9. Geographic Coverage

Deliveries are currently limited to addresses within the United Kingdom.

Requests for international shipping may be reviewed on a case-by-case basis through authorised distributors.

International requests must be made in writing prior to ordering and may be subject to additional handling, customs, or documentation requirements.

10. Data Protection and Confidentiality

All shipping information, including delivery addresses, tracking references, and contact details, is processed securely and stored in line with our Privacy Policy.

We apply:

• Encrypted order processing systems

• Supplier GDPR-compliant agreements

• Role-based access controls to client delivery data

Records of shipments are retained for seven years in accordance with HMRC and governance audit requirements.

11. Regulatory and Compliance Alignment

This Shipping Policy is governed by the following frameworks and regulations:

• Consumer Rights Act 2015

• Consumer Contracts Regulations 2013

• UK General Data Protection Regulation (UK GDPR)

• Data Protection Act 2018

• CQC Regulation 17 (Good Governance)

• Save Face Code of Conduct

• MHRA Guidance on the Storage and Transport of Medicines