Refund policy
Returns & Refunds Policy
London Road Aesthetics Ltd (trading as The London Road Clinic) wants you to be happy with your purchase. Because we sell skincare and cosmetics, our returns policy is shaped by health and hygiene rules. Please read it carefully before you order.
We accept returns of unopened items only
For health and hygiene reasons, we can only accept returns of products that are:
- Unopened, with any hygiene seal still intact;
- Unused and unswatched; and
- in their original, undamaged packaging.
If your item meets all three conditions, you have 30 days from the date of delivery to request a return (a longer window than the statutory minimum). Once we receive it back and confirm its condition, we'll refund you in full to your original payment method.
Opened or used items cannot be returned — including makeup shades
For health and hygiene reasons, we cannot accept returns or offer refunds on any product that has been opened, used, swatched, or had its seal broken — even if it has only been tried once, and even if the colour, shade, texture or finish is not what you expected.
This applies to all skincare and cosmetics, including foundations, concealers and other shade-based makeup. We're permitted to apply this under the Consumer Contracts Regulations 2013, which allow sellers to refuse returns of sealed health and hygiene products once they have been unsealed.
Unsure of your shade or which product is right for you? Please contact us before you order — our team is happy to help you choose, so the product you receive is the right one.
Faulty, damaged or incorrect items
This is separate from change-of-mind returns. If your item arrives damaged, faulty, or is not what you ordered, please contact us within 30 days of delivery at [email protected] with your order number and a photograph where relevant. We'll arrange a replacement or a full refund, including any return postage, in line with your rights under the Consumer Rights Act 2015.
How to request a return
Email [email protected] with your order number and the reason for your return. Please wait for us to confirm a return authorisation and instructions before sending anything back — items returned without authorisation may not be accepted.
For change-of-mind returns, you are responsible for return postage, and we recommend a tracked service as we cannot be responsible for items lost in transit. For faulty, damaged or incorrect items, we cover return postage.
Refunds
Approved refunds are processed to your original payment method within 14 days of us receiving and inspecting the returned item.
Your statutory rights
None of the above affects your statutory rights as a consumer.
London Road Aesthetics Ltd (t/a The London Road Clinic), 65 London Road, Newark, Nottinghamshire, NG24 1RZ · Company No. 14362347 · VAT No. 437256387