Returns & Refunds Policy

This policy covers the statutory rights to cancel, eligibility for returns, the process for faulty goods, and the specific contractual rules for treatment cancellations and no-shows.

Policy Scope

This policy applies to purchases made from Aesthetic Cellology via our website, phone, or email, including Products (skincare/cosmetic goods) and Services (consultations, treatments, courses, packages).

Statutory Right to Cancel (Cooling-Off)

If you buy online or over the phone, you generally have a 14-day right to cancel under the Consumer Contracts Regulations. For Products, this is from the day after you receive the goods. For Services, this is from the day after you book.

Products – Change of Mind (14 Days)

Eligibility conditions: Items must be unused, in original packaging, with any hygiene seals intact.

Exception: If goods are sealed for hygiene or health protection and the seal is broken after delivery, the right to return for change of mind may be lost (unless faulty).

Services – Starting Early

If you ask us to start the service (i.e., your appointment) within the 14-day cooling-off period, and then cancel, you may need to pay a proportionate amount for the service provided up to cancellation.

Product Returns Process

How to start a return: Email info@aestheticcellology.co.uk with your order number, items, country, reason (optional), and photos if damaged or incorrect. We will reply with instructions and a return address.

Return shipping: We offer free returns on all eligible products. A prepaid return label or reimbursement of return postage will be provided.

Refund timing: Refunds are processed within 14 days of receiving returned goods (or proof of posting).

Faulty/Damaged/Incorrect Items

Check your delivery promptly and contact us within 48 hours if items are missing, damaged, or incorrect (include photos). If confirmed, we will arrange a replacement, repair, or refund as required by law, and will reimburse reasonable return postage.

Contractual Service Cancellation

Standard Policy: Unless your statutory cooling-off applies, our rules are:

Cancel or reschedule 48 hours or more before: deposit refunded or transferred.

Cancel or reschedule within 48 hours: deposit retained or percentage fee applied.

No-show: full fee or deposit retained.

Unsuitable Treatment / Contraindications

If, following consultation, we determine the treatment is unsafe or unsuitable, we may offer an alternative, rescheduling, or a refund/credit minus any non-refundable consultation fee (if clearly disclosed).

Treatment Concerns

Contact us within 7 days with details and photos where relevant if you have a concern about service quality.