Returns & Refunds Policy

Last updated: 10 July 2026

This policy covers your statutory right to cancel, eligibility for product returns, the process for faulty goods, and the 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 and cosmetic goods) and Services (consultations, treatments, courses, and 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 2013. For Products, this runs from the day after you receive the goods. For Services, this runs from the day after you book.

Product Returns — Change of Mind (14 Days)

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

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

Exchanges: We do not offer direct exchanges. Please return the item for a refund and place a new order for the product you would like instead.

How to Start a Return

Email info@aestheticcellology.co.uk with your order number, the item(s) you are returning, and photos if the items are damaged or incorrect. We will reply within 1 working day with your free prepaid return label and instructions.

Return address:
Aesthetic Cellology Ltd
167–169 Great Portland Street
London W1W 5PF

Please do not return items to our Baker Street clinic — returns cannot be processed there.

Return shipping: Free. A prepaid return label is provided for all eligible returns. We recommend obtaining proof of posting.

Refund timing: Refunds are processed within 14 days of receiving the returned goods (or proof of posting), to your original payment method.

Faulty, Damaged, or Incorrect Items

Please check your delivery promptly and contact us as soon as possible — ideally within 48 hours — if items are missing, damaged, or incorrect, including photos where relevant. This does not affect your statutory rights under the Consumer Rights Act 2015. If confirmed, we will arrange a replacement, repair, or refund as required by law, and we will cover return postage.

Treatment & Service Cancellations

Statutory cooling-off: If you ask us to start your service (i.e., attend 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.

Standard cancellation policy (where cooling-off does not apply):

Notice given	Policy
48 hours or more	Deposit refunded or transferred to another date
Within 48 hours	Deposit retained, or a percentage fee applied
No-show	Full fee or deposit retained

Unsuitable Treatment / Contraindications

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

Treatment Concerns

If you have a concern about the quality of a treatment, please contact us within 7 days with details and photographs where relevant. We provide all services with reasonable care and skill; where something has gone wrong you may be entitled to repeat performance or a price reduction under consumer law.

Contact Us

Aesthetic Cellology
Clinic: Room 9, 118 Baker Street, London W1U 6TT
Returns: Aesthetic Cellology Ltd, 167–169 Great Portland Street, London W1W 5PF
Email: info@aestheticcellology.co.uk
Phone: 0208 054 6898