Refund policy
Returns & Refunds Policy
London Road Aesthetics Ltd (trading as The London Road Clinic) wants you to be happy with your purchase. Different products come with different return rules. Skincare and cosmetics are covered by health and hygiene rules, so they can only come back unopened. Devices and electrical goods can be opened, tried, and still returned. Please read the part that applies to your order.
Skincare and cosmetics: unopened items only
For health and hygiene reasons, we can only accept returns of skincare and cosmetics 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 skincare and cosmetics 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. That holds 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.
Devices and electrical goods
The hygiene rules above do not apply to LED devices and other electrical goods. You can open the box, handle the device, try it, and still send it back.
Your statutory right is to cancel within 14 days of delivery. We give you 30 days. Tell us within 30 days of delivery that you want to cancel, then send the device back to us within 14 days of telling us.
You may handle the device as much as you reasonably would in a shop: enough to establish what it is, what it does and that it works. If it comes back with damage, missing parts or wear from repeated use, we may reduce your refund to reflect the drop in value.
Please send it back complete, with the charger, straps, eye guards, case and printed material, in the original box where you still have it.
We refund within 14 days of the device reaching us, or within 14 days of you giving us proof that you have sent it, whichever comes first. We also refund the standard delivery charge you paid to receive it. If you paid for a faster delivery option, we refund the standard rate.
You pay the postage to send a device back when you change your mind. If the device is faulty, damaged or not what you ordered, we cover it. See "Faulty, damaged or incorrect items" below.
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 hello@londonroadclinic.com 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 hello@londonroadclinic.com 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