Returns & Refund Policy

Last updated: 26 September 2026

At Lush Laser & Skin Clinic, we want every client and customer to feel confident when booking a treatment or purchasing from us. This Returns & Refund Policy explains how cancellations, refunds, returns and exchanges are handled for appointments, treatment packages, deposits and physical products purchased through our website.

This policy should be read alongside our Terms & Conditions and Privacy Policy.

Treatment Appointments

Appointments reserve dedicated time with our clinic team. If you need to cancel or reschedule an appointment, please contact us as early as possible.

Our cancellation notice period is [insert cancellation notice period, for example 24 or 48 hours] before the scheduled appointment.

Where an appointment is cancelled or rescheduled outside the required notice period, any deposit paid may be transferred to a new appointment, subject to our booking terms.

Where an appointment is cancelled late or the client does not attend, the deposit may be retained and an additional deposit or advance payment may be required before another appointment can be confirmed.

Appointment Deposits

Certain treatments and consultations may require a deposit to secure the booking.

The amount of the deposit will be shown or confirmed before the appointment is booked. Deposits are normally applied towards the final cost of the treatment.

Where sufficient cancellation notice is provided, we may allow the deposit to be transferred to another suitable appointment.

Where insufficient notice is provided, or where an appointment is missed without notice, the deposit may be non-refundable.

Any specific deposit conditions communicated during the booking process will form part of the booking agreement.

Missed Appointments

If you fail to attend an appointment without cancelling or rescheduling within the required notice period, the appointment may be treated as a missed appointment.

In these circumstances, any deposit or prepaid appointment fee may be forfeited.

Repeated missed appointments may require future bookings to be paid in full or secured with a higher deposit before confirmation.

Treatment Refunds

Once a treatment has been carried out, refunds are not normally provided simply because the client changes their mind.

Aesthetic, skin and laser treatment results can vary between individuals, and results cannot be guaranteed. A different response to treatment or a result that varies from another client's experience does not automatically create an entitlement to a refund.

If you have concerns following a treatment, please contact the clinic as soon as possible so that we can review the situation and, where appropriate, arrange an assessment.

Nothing in this policy limits any legal rights you may have where a service has not been provided with appropriate care or where applicable consumer law provides another remedy.

Treatment Courses and Packages

Where a course or package contains multiple treatment sessions, the terms and validity period will be explained when the package is purchased.

Once a treatment course has begun, refunds for unused sessions are not normally provided unless required by law or otherwise agreed by the clinic.

Where a refund is approved for an unused portion of a package, treatments already received may be recalculated at their normal individual treatment price rather than the discounted package rate. Any remaining eligible balance may then be considered for refund.

Treatment packages are intended for the named client and are not transferable unless we approve the transfer in advance.

Prepaid Treatments

If you prepay for a treatment that has not yet been provided and wish to cancel, please contact us as soon as possible.

Any refund will depend on the booking terms, notice provided, whether clinic time has already been reserved, and whether any treatment or consultation has already been supplied.

Where a refund is approved, it will usually be returned to the original payment method.

Physical Products

If you purchase physical skincare, beauty or other products from our website, you should inspect them as soon as they are delivered.

If you wish to return an eligible product, please contact us at [Email Address] within [insert return period] of receiving your order.

Returned products should normally be unused, unopened, in their original condition and packaging, with any seals intact.

For hygiene and safety reasons, certain products may not be eligible for return once opened or used, except where they are faulty or where applicable law provides otherwise.

Faulty, Damaged or Incorrect Products

If your order arrives damaged, faulty or contains an incorrect product, please contact us as soon as possible after delivery.

Please provide your order number and, where appropriate, photographs showing the issue so that we can review the matter.

Where we confirm that a product is faulty, damaged or incorrect, we may offer an appropriate replacement, exchange or refund depending on the circumstances.

Non-Returnable Products

Some products may not be eligible for return where they have been opened, used, personalised or cannot safely be resold for hygiene reasons.

This may include certain skincare products, cosmetics, treatment-related items or other sealed products once the seal has been broken.

This restriction does not affect any rights you may have in relation to faulty or incorrectly supplied goods.

Return Shipping

Where you return a product because you changed your mind, you may be responsible for the cost of return shipping unless we have agreed otherwise.

Where a product is confirmed to be faulty, damaged or incorrectly supplied, we will determine the appropriate return arrangement and whether reasonable return costs should be covered.

Products remain your responsibility until they are safely received by us, so we recommend using an appropriate tracked delivery service where relevant.

Refund Processing

Once an approved return has been received and inspected, or once another refund has been approved, we will arrange the refund using the original payment method where possible.

Processing times may vary depending on your bank, card provider, Shopify payment method or other payment processor.

Once we have issued a refund, additional time may be required before the funds appear in your account.

Original Delivery Charges

Where a customer returns an order because they changed their mind, original delivery charges may not always be refundable, subject to applicable law.

Where the entire order is faulty, incorrect or otherwise qualifies for a refund under applicable consumer rights, delivery charges will be handled in accordance with the applicable legal requirements.

Exchanges

Where stock is available, we may offer an exchange for eligible physical products.

If the replacement item has a different price, any price difference may need to be paid or refunded before the exchange is completed.

Treatment appointments and treatment packages cannot normally be exchanged for unrelated services unless agreed by the clinic.

Gift Cards and Vouchers

Gift cards and treatment vouchers are not normally refundable or exchangeable for cash unless required by law.

Any expiry date or specific conditions will be stated when the voucher is purchased or issued.

Lost, stolen or expired gift cards or vouchers may not be replaceable unless otherwise agreed.

Promotional Purchases

Products, treatments or packages purchased as part of a promotion may be subject to the terms of that promotion.

Where a refund for a promotional package is approved, any discount originally applied may be taken into account when calculating the refundable amount.

Free promotional items may also need to be returned where the associated purchase is fully refunded.

Clinic Cancellations

In the unlikely event that Lush Laser & Skin Clinic needs to cancel an appointment, we will make reasonable efforts to contact you and arrange a suitable alternative appointment.

If we are unable to provide the prepaid treatment and no suitable alternative can be agreed, an appropriate refund may be offered for the affected service.

We are not responsible for indirect expenses associated with attending an appointment, such as travel or accommodation costs, except where applicable law requires otherwise.

Chargebacks and Payment Disputes

If you believe a payment has been taken incorrectly, please contact us first so that we can investigate and try to resolve the issue.

Submitting a payment dispute or chargeback does not automatically cancel an appointment, treatment agreement or other contractual obligation.

We may provide relevant booking, transaction and communication records to the payment provider where necessary to respond to a payment dispute.

Your Consumer Rights

Nothing in this Returns & Refund Policy is intended to exclude or restrict any statutory rights that cannot legally be excluded.

Where applicable consumer law gives you rights beyond those described in this policy, those legal rights will continue to apply.

Changes to This Policy

We may update this Returns & Refund Policy from time to time to reflect changes to our services, products, booking procedures or legal requirements.

The latest version will always be published on our website with the updated revision date.

Contact Us

If you have a question about a return, refund, cancelled appointment, deposit or treatment package, please contact:

Lush Laser & Skin Clinic
[Full Business Address]
Email: [Email Address]
Phone: [Phone Number]