Refund policy

Refunds & Returns Policy

At Haus of Ästhetik, we believe in transparency and fairness. This policy sets clear rules for refunds and returns in order to protect both our clients and our business.

 

1. Prescription-Only Medicines (POMs)

  • Refunds are not available on Prescription-Only Medicines (POMs), whether supplied for use during treatments or for personal use at home.

  • Dissatisfaction with a POM, or its perceived effect, does not give rise to a refund. However, any such concerns will be documented in the clinic’s internal incident log, and the supplying pharmacy will be notified in line with governance procedures.

  • Fridge items and cold-chain products: Refunds cannot be issued once delivered, as we can only guarantee temperature control up to the point of receipt at the customer’s delivery address. Responsibility transfers to the customer upon receipt.

 

2. Treatments and Procedures

  • For procedures where POMs are not required, cancellations made more than 48 hours in advance may qualify for a refund.

  • Cancellations made within 48 hours of the appointment are non-refundable.

  • Refunds are not issued for dissatisfaction with results, as outcomes vary individually. Practitioners provide guidance on expected results before treatment, but no result can be guaranteed.

 

3. Products

  • Products shipped directly from UK distributors to residential addresses are non-refundable.

  • Non-prescription retail products purchased directly from the clinic or online shop may be returned within 30 days, provided they are unused, sealed in original packaging, and accompanied by proof of purchase.

 

4. Damaged, Incorrect, or Faulty Items

Please inspect your order immediately upon delivery. If an item is damaged, faulty, or incorrect, contact us straight away at Order.HausOfAsthetik@icloud.com so we can investigate and resolve the matter.


5. Non-Returnable Items

  • Prescription-Only Medicines (POMs)

  • Cold-chain and temperature-sensitive products after delivery

  • Opened or used skincare, cosmetic, or personal care items

  • Gift cards and sale items

  • Bespoke or special-order goods

 

6. Process for Returns

If your item qualifies for return, you must first request approval by emailing Order.HausOfAsthetik@icloud.com. Unauthorised returns will not be accepted. Approved returns should be sent to:

Haus of Ästhetik

        4 Portland Square

        Water Street

        Bakewell

        Derbyshire

        DE45 1HA

Where applicable, we will provide instructions and, if eligible, a return label.


7. Refunds (for eligible items only)

Once an item has been returned and inspected, we will notify you of approval or rejection. If approved, refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.


8. European Union Cooling-Off Rights

For orders delivered within the EU, you may cancel within 14 days of receipt in line with consumer law, except where exclusions apply (such as POMs, cold-chain products, or opened cosmetics).