Shipping & Returns

Last Updated: July 2026

1. Delivery & Risk of Loss

All orders are dispatched via tracked courier (e.g., Royal Mail). The legal risk of loss or damage to the goods passes to you upon delivery. Delivery is deemed complete when the courier provides GPS confirmation or photographic evidence of delivery to your provided address or designated safe place. If an order is delayed, please allow a maximum 14-day "long-stop" window from the dispatch date before a claim for a lost parcel can be processed and a refund issued.

2. Hygiene Exemption (Strict Return Policy)

As a medical skincare provider, we adhere strictly to the hygiene exceptions outlined in Regulation 28(3)(a) of the Consumer Contracts Regulations 2013. For health protection and hygiene reasons, we cannot accept the return of any skincare or cosmetic product if the tamper-evident seal has been broken, or if the product has been opened or used.

3. Change of Mind Returns

If you change your mind, you may return completely unopened products with intact tamper seals within 14 days of delivery. The customer is strictly responsible for paying the return shipping costs. We recommend using a tracked service, as we cannot issue a refund until the physical item is successfully received and inspected by our warehouse team.

4. Adverse Reaction Protocol

Medical-grade skincare contains highly active ingredients. Experiencing an adverse skin reaction (such as purging, redness, or flaking) does not constitute a "faulty" product and does not automatically entitle you to a refund for a used item. If you experience a severe reaction, please cease use immediately and contact our team. This will trigger a Clinical Review with our medical staff, who will provide guidance on tapering usage or adjusting your routine.

To initiate a return or request a clinical review, please visit our Contact Page.