Online Shop Refund and Returns Policy

At Cheshire Lasers Clinic, we want you to feel confident in your skincare investment. Because professional and active skincare requires careful selection, we strongly encourage a consultation before purchase to ensure items are matched to your individual skin goals and concerns.

1. Changing Your Mind (Online Purchases)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel and return an online order for a refund within 14 days of receiving your delivery.

Due to health and hygiene reasons, we can only accept returns for change-of-mind if the product remains unopened, unused, and in its original sealed packaging** with all protective hygiene seals intact.

Opened or Used Skincare: Once a protective seal is broken or a product has been opened/used, it can no longer be returned for a change-of-mind refund.
Return Shipping: Unless the item is faulty or damaged, you are responsible for paying the return postage costs.

To request a return under your 14-day right to cancel, please email us with your order number before posting the item back.

2. Skincare Reactions & Product Usage

Some of our active skincare formulations (such as retinoids, AHAs/BHAs, or high-potency vitamin C) can cause temporary redness, dryness, or flaking as your skin adapts.

  • If you experience discomfort or suspect a reaction, please stop using the product and contact us immediately by phone, WhatsApp or email us on cheshirelasers@hotmail.co.uk so our clinical team can advise you.
  • We may recommend modifying how frequently you use the product, adjusting your routine, or booking a review.
  • Please note: Experiencing a mild reaction, skin purge, or lack of expected cosmetic result does not automatically entitle an opened or used product to a refund. Every case will be reviewed individually on clinical grounds.

3. Damaged, Defective, or Incorrect Orders

We take great care in packaging your orders, but if something goes wrong, we will gladly issue a replacement or refund under your statutory rights.

We will replace or refund items if:

  • The item arrived damaged or broken in transit.
  • The packaging is mechanically defective (e.g., a faulty airless pump).
  • You received an incorrect item or formula discrepancy.

How to Report an Issue:
1. Contact us at cheshirelasers@hotmail.co.uk as soon as possible (ideally within 72 hours of delivery so we can process transit claims promptly).
2. Please include your *Order Number* alongside clear photos of the damaged item, outer packaging, and shipping label.
3. Please hold onto the item and packaging—*do not post items back* until instructed by our team.

4. Statutory Rights

Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.

5. ZO Skin Health and pHformula Products

To ensure your skin receives the safest and most effective results, ZO Skin Health and pHformula products cannot be bought directly online due to manufacturer policies regarding active formulations.

However, our Client Coordinators are here to make ordering simple:

  • Existing Clients: Contact us directly to easily re-order your current skincare regime.

  • New Clients: Speak with our team to arrange a skin consultation or Book a Consultation button below.before making your first purchase.