At Adexcel Aesthetics Clinic, we understand that sometimes, even just after making a purchase, we realise that we no longer need the item purchased, for a myriad of reasons. That is why we wrote this returns policy, so you know under what terms you may return any product(s) you purchase from us.
If you simply change your mind
If after making a purchase from our online shop, you change your mind for any reason and no longer want the item(s), we will refund you the purchase price for any item(s) you return to us unopened and in its original packaging within 14 days from the day the goods came into your possession.
In this instance, you are fully responsible for the cost of returning the item(s) to us. There is a £3 restocking fee per item for returned products. This will be deducted from the purchase price before your refund is processed.
Please note that product(s) that have been opened are NOT returnable.
It is important that any product(s) you return to us should be returned the way you received it. This way, we can still sell it. If you return a product us and it is not in a condition that we can resell when we receive it, we would not be able to offer you a refund. That is why it is important you package your items properly to ensure that it is not damaged in transit.
Before returning any item(s) please send us an email via firstname.lastname@example.org to notify us of your intent to return your purchase(s). In your email, please include all purchase details as shown in the email confirmation you received. You may also call us on: 07405503752 before returning the item.
Items damaged on receipt
If on opening the package which your products were delivered in, you find that the item(s) were damaged, please email us within 48 hours of receiving your order to notify us of the damage via email@example.com. You may also call us on: 07405503752 before returning the item.
Pumps not working
If you think you have a faulty pump or can’t get it to work properly, please call us on 07405503752 as soon as you can. With some of the pumps we sell, the airlock just needs releasing before use. By contacting us, we would be able to explain how to get the pump working if you are having any difficulties using it. If the pump still does not work after our troubleshooting with you over the phone, we would give you permission to return the pump then.
However, if after receiving the pump, we find that there’s nothing wrong with it, we may return the pump back to you.
For all products that you receive damaged on receipt, we will refund the cost of you posting the product(s) back to us. Please email us a copy of Royal Mail tracked receipt as proof of postage. Before using any other delivery method, please contact us to get prior authorisation. Only in exceptional circumstances would we accept a delivery method outside of Royal Mail.
What happens if you my order is not delivered?
We use Royal Mail as our delivery partner and all our deliveries are tracked. So if Royal Mail loses your order, we would be able to send you a replacement free of charge.
However, if your order is not delivered because you entered your delivery address incorrectly, we would work with Royal Mail to attempt to redeliver the item to your correct address. In this instance, we are unable to provide with you a refund nor would we send you a free replacement. Therefore, it is important that you check your order details including delivery address before putting through your order.
Should your order be returned to us due to you providing an inaccurate address and/or you not collecting your order from your local post office depot, a re-delivery cost will be charged for us to resend the order to you.
The re-delivery costs for this are as follows; £5 for UK delivery, £10 for outside the UK
Adverse reactions to Products:
Please read the directions on the product leaflet and on the product page of our website prior to first use. Make sure you test a small area of skin to identify if you are allergic to the product or not. This is known as a patch test. After your patch test, gradually increase the area of usage to prevent any late onset adverse skin reactions.
If you are not sure how to do this or need further assistance, email us via firstname.lastname@example.org. You may also call us on 07405503752
If you have very sensitive skin or you are prone to skin reactions, please email: email@example.com. We may be able to send you a sample pack to try first (subject to availability).
If you have followed the above process but still feel that you have had a reaction to a product, please stop using the product immediately. If you have an anaphylactic reaction, seek urgent medical assistance immediately by calling 999. For mild reactions, speak to your doctor as soon as you can. You may also inform us of this by email or phone.
Email: firstname.lastname@example.org Phone: 07405503752
In some cases, mild skin reactions are normal when starting new products, so please get in touch before returning your product. You will be required to complete a comprehensive adverse Reaction report and send a photograph of the reaction to us.
(In some instances, we may ask you to return your product(s) so that we can send it back to the manufacturer for thorough testing)
Please note we will not be able to offer you a refund if you do not report your adverse reaction immediately.
AA Clinic Returns Address
Please return your product(s) to:
189 Old Kent Road