Refund policy

9. Business cancellations, returns and faulty goods

9.1 Business purchases do not carry the general consumer change-of-mind cancellation right. We do not offer an automatic right to return correctly supplied goods simply because they are no longer required. Any discretionary return must be agreed in writing before the goods are sent back.

9.2 Contact orders@aestheticaclinicsupplies.co.uk with your order number, name, product details, reason for the request and relevant photographs. We will explain the next steps and confirm the correct returns address. Do not send goods to an unconfirmed address.

9.3 For an agreed discretionary return, products must be unused, unopened, in intact original packaging and stored according to the manufacturer's requirements. Sterile, temperature-sensitive or otherwise safety-critical goods may be unsuitable for discretionary return. We will explain the conditions and any agreed costs before you return them.

9.4 These discretionary-return conditions do not automatically prevent a valid claim for faulty, damaged, misdescribed or otherwise non-conforming goods. Opening packaging to inspect goods, or discovering a defect during proper use, does not by itself remove applicable rights.

9.5 Stop using goods where a defect or safety issue is suspected. Keep them securely in the required storage conditions while we investigate. Do not return sharps, contaminated goods or other hazardous items through ordinary post; contact us for appropriate instructions.

9.6 Where we are responsible for a valid claim, we will provide the remedy required by the contract and applicable law, which may include replacement or refund, and meet reasonable agreed return costs. For discretionary returns, any return costs will be agreed with you in advance.

9.7 Returned products may be inspected, including their condition, seals, batch details and storage history. We will explain the outcome. We will not assume returned clinical products are suitable for resale. Any proposed disposal or return of rejected goods will be discussed with you, subject to legal and safety obligations.

9.8 Refunds will normally use the original payment method. We will confirm the amount and expected processing time once a refund is agreed or becomes due. Nothing in this section excludes rights that cannot lawfully be excluded.