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Refunds & Returns

REFUNDS & RETURNS

Our Returns Policy
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 17/06/23.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
Before attempting to return an order you will need to contact our customer service team to request a returns authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.

Your statutory rights
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
You have the right to cancel this contract within 14 days without giving reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.

Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a)14 days after the day we receive back from you any goods supplied; or
(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.

Model Cancellation Form
To: Skinglow Clinic Ltd, 216 Kensington Park Road, London, W11 1NR
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on:
Order number:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):
Date:

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

How do I arrange a return?

Please contact our Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
-If we sent you the wrong item
-If the item is damaged or faulty
-Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Bookings Cancellations and Refunds

At Skinglow Clinic, we adhere to the consumer regulations in the UK regarding cancellations and refunds. To ensure a smooth process, please take note of the following policies:

Cancellation of Appointments:

We kindly request a minimum of 48 hours’ notice for any appointment cancellation. If you cancel your appointment within 48 hours of the scheduled time or fail to attend a booked appointment, we reserve the right to retain your deposit.

Pre-Paid Treatments:

For pre-paid treatments, if you cancel within 48 hours of your appointment or do not attend, the full cost of the treatment will be forfeited.

Packages:

In the case of packages, failure to provide us with 48 hours’ notice for cancellation will result in the loss of the appointment from your prepaid course of treatment.

Refunds for Discounted & Offer Packages:

Refunds for discounted and offer packages are only applicable in the case of medical reasons.

Cooling Off Period:

Skinglow Clinic provides a full or partial refund for any unused laser treatments if a request is made within the cooling off period of 14 days. Beyond this period, refunds will only be considered based on medical reasons.

Refund Calculation for Partially Used Packages:

If any sessions from a package have been utilized, the refund amount will be based on the deduction of the individual list price rather than the discounted package price.

Non-Refundable Services:

Once services have been provided and paid for, they are not refundable. If you have any concerns or discontent with the service, please raise them immediately with our Skinglow team after your treatment. If immediate communication is not possible, please submit any concerns in writing to our customer care team at office@skinglowclinic.co.uk within 24 hours of the service.

Suitability and Responsibility:

While we exercise due care and skill in treating our clients, it is your responsibility to determine if our procedures and products are suitable for you. Please provide all requested information in the consent forms and inform us of any factors that may affect your treatments. It is also important to have realistic expectations of the treatment results. We encourage you to work closely with your therapist or health professional to understand what you can achieve.

Prepaid Treatment:

  1. Pre-paid treatments have a 12-month expiry date for less than 10 treatments.
  2. We require a minimum of 48 hours’ notice for any pre-paid appointment cancellations. If you cancel within 48 hours or do not attend the appointment, the treatment will be forfeited.
  3. By purchasing pre-paid treatments, you agree to these terms.

Purchases made through Skinglow Website:

  • Treatments purchased online through the Customer Portal are regulated by Skinglow Clinic UK’s conditions of use, privacy policy, cancellation, and refund policy.
  • Online purchased treatments are non-transferable to other individuals.
  • A minimum of 48 hours’ notice is required for any cancellation of an online purchased treatment appointment. If you cancel within 48 hours or do not attend the appointment, the treatment will be forfeited.
  • If our product is found to be faulty, we are committed to either replacing or refunding it.
  • In certain cases where we believe that the purchased treatments cannot be provided to you, such as if your skin type is deemed unsuitable, we may exercise discretion.
  • Any refund requests for treatments purchased in clinic or online through the customer portal must be submitted directly to the clinic for consideration. The clinic will review your written request and make a decision regarding the refund.
  • By following these policies and guidelines, we aim to provide you with excellent service while maintaining compliance with UK consumer regulations. Should you have any further questions or require assistance,

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via your account or by post at Customer Service Department, Skinglow Clinic Ltd, 216 Kensington Park Road, UK, London, W11 1NR.