Due to the medical nature of the treatments we provide, we are unable to offer refunds on completed treatments. This is in line with guidance from professional bodies including the JCCP and Save Face.
Course packages
Unused sessions within a treatment course may be refunded at the single-session price, less any discount originally applied to the package.
Products
Unopened skincare and aftercare products may be returned within 14 days for a full refund. Opened products cannot be returned for hygiene reasons.
Concerns about your treatment
If you are not happy with your result, please contact us within 14 days. We offer complimentary review appointments and, where clinically appropriate, top-up treatments at no extra cost. Any concern is reviewed clinically first: this allows us to assess the result properly, document it, and agree the most appropriate course of action with you.
Where a concern relates to a possible complication or an alleged shortfall in the care we provided, we are required to report it to our medical indemnity insurer (Hamilton Fraser / Cosmetic Insure) and to follow their process. In those circumstances we cannot agree a refund, settlement or compensation directly at the appointment, and we will keep you informed while that review takes place.
If we cannot resolve things
If your concern is not resolved through our complaints procedure, you may refer it to an independent, government-approved consumer redress scheme. Our practitioners are covered by the Cosmetic Redress Scheme, and we will provide the referral details on request. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.