Refund policy

RETURNS, REFUNDS AND PRODUCT EXPIRY POLICY

1. Scope

This policy applies to products purchased from Uptodatebeauty Ltd. through our website, by telephone, by email or through any other sales channel.

Certain products supplied by us are medical, aesthetic, sterile, injectable, temperature-sensitive, perishable or hygiene-sensitive products. These products require controlled storage and handling to protect their quality, safety and integrity.

Nothing in this policy limits any statutory rights that cannot legally be excluded.

2. Business Customers

Unless expressly agreed otherwise in writing, products purchased by clinics, healthcare professionals, practitioners, academies, companies or other organisations for use in connection with their business or profession are treated as business-to-business purchases.

Business customers do not have an automatic right to cancel or return an order because they have changed their mind, no longer require the product or would prefer a different batch or expiry date.

3. Non-Returnable Products

Subject to the customer’s statutory rights, we cannot accept returns or provide refunds or exchanges for medical, aesthetic, sterile, injectable, temperature-sensitive, perishable or hygiene-sensitive products after they have been dispatched.

Once these products leave our controlled supply chain, we cannot verify how they have been transported, stored or handled. For safety and quality-control reasons, returned products cannot normally be placed back into stock or resold, even if the packaging appears unopened.

Products are therefore non-returnable where:

  • the customer has changed their mind;

  • the product is no longer required;

  • the customer ordered the wrong product;

  • the customer prefers a different batch or a longer expiry date;

  • the packaging, seal or protective wrapping has been opened, altered or damaged;

  • the product has been used, partly used, incorrectly stored or mishandled;

  • the product requires controlled temperatures or special storage conditions; or

  • the return is requested after dispatch and no legal right of return applies.

Please check product descriptions, quantities, storage requirements and suitability carefully before placing an order.

4. Product Expiry Dates

All products supplied will be within the manufacturer’s stated expiry date when dispatched unless clearly described otherwise.

We do not guarantee that a product will have any particular minimum remaining shelf life, including six months, twelve months or longer, unless this has been expressly confirmed by us in writing before the order is placed.

A product will not be considered faulty, defective or incorrectly supplied solely because the customer would prefer a longer remaining shelf life, provided that:

  • the product remains within its manufacturer-stated expiry date;

  • the expiry date was not misrepresented;

  • the product is suitable for its intended use when properly stored and used; and

  • the product otherwise corresponds with its description.

Customers who require a specific expiry date or minimum remaining shelf life must contact us before placing an order. We will confirm the batch expiry date where reasonably possible, but availability cannot be guaranteed until the order has been accepted and allocated.

5. Incorrect, Damaged or Faulty Products

Please inspect the order immediately following delivery.

If a product is damaged during delivery, incorrectly supplied, defective or not as described, the customer must contact us as soon as reasonably possible at [Email Address], providing:

  • the order number;

  • the product name and quantity;

  • the batch number and expiry date;

  • a clear description of the issue;

  • photographs or videos of the product, packaging and delivery box; and

  • any other information reasonably requested to investigate the matter.

Products must not be used, opened, altered or disposed of while a complaint is being investigated unless we confirm otherwise or disposal is necessary for safety reasons.

Where a product is confirmed to be faulty, damaged, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with applicable law. This may include a replacement, refund or other suitable resolution.

We will cover reasonable return costs where the return results from our error or a confirmed product fault. A return must not be sent without our prior written authorisation.

6. Order Cancellations

Orders may only be cancelled before they have been processed or dispatched. Customers should contact us immediately if they wish to request a cancellation.

Submitting a cancellation request does not guarantee that the order can be stopped. Once an order has been processed, packed or dispatched, it may no longer be possible to cancel it, particularly where it contains medical, sterile, temperature-sensitive, perishable or hygiene-sensitive products.

7. Consumer Purchases

If the customer is purchasing wholly or mainly for personal use rather than for business or professional purposes, statutory consumer rights may apply.

Where a legal cancellation right applies to an online or distance purchase, the customer must notify us within the legally required period. However, cancellation rights may not apply, or may be lost, in relation to certain products, including:

  • products liable to deteriorate or expire rapidly;

  • sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed;

  • personalised or specially ordered products; and

  • other products excluded from cancellation rights under applicable law.

If a consumer believes that a cancellation right applies, they should contact us before opening or returning the product. We will assess the request according to the product type, its condition and applicable consumer law.

This section does not affect a consumer’s legal rights where a product is faulty, not as described or otherwise fails to meet mandatory legal requirements.

8. Authorised Returns

No product may be returned without prior written authorisation and return instructions from us.

Where a discretionary return is authorised:

  • the product must remain unused, unopened and in its original, undamaged packaging;

  • all seals, batch labels and protective packaging must remain intact;

  • the product must have been stored strictly according to the manufacturer’s instructions;

  • the customer must follow our specified return and transport requirements;

  • the customer is responsible for the product until it is safely received by us; and

  • the customer may be responsible for return carriage costs.

Authorising a return does not automatically confirm that a refund will be issued. Returned products will be inspected before a final decision is made.

Unauthorised returns may be refused, securely disposed of or returned to the customer at the customer’s expense.

9. Refunds

Where a refund is approved, it will normally be issued to the original payment method.

We may withhold the refund until we have received and inspected the returned product or received acceptable evidence that it has been returned, where permitted by law.

Original delivery charges and return carriage costs are not refundable unless the product was faulty, damaged, incorrectly supplied or the law requires otherwise.

We may make lawful deductions where returned products show handling, use, damage or deterioration beyond what is legally permitted.

10. Complaints

Complaints should be submitted to:

Uptodatebeauty Ltd.

contact@uptodateaesthetic.com

t: +447447662535

Please include the order number and full details of the complaint. We will investigate the matter and provide a written response within a reasonable period.

11. Statutory Rights

Nothing in these Terms and Conditions excludes or restricts liability where doing so would be unlawful. Nothing in this policy affects any mandatory statutory rights available to consumers.