Refund policy

Overview

At ARTE Medical Aesthetics, we want every client and customer to feel confident when purchasing products or booking treatments with us.

This Refund and Returns Policy explains how we handle online product orders, returns, refunds, damaged items, incorrect orders, treatment bookings, and cancellations.

By placing an order through our website, you agree to the terms outlined below. This policy does not affect your statutory rights.

Product Orders

To purchase a product from our website, simply add the item to your basket and complete the checkout process.

Please note that placing an item in your basket does not reserve the product or its price. Product availability and pricing may change before your order is completed.

We reserve the right to refuse, cancel, or limit any order where necessary, including where a product is out of stock, incorrectly priced, unavailable, or where additional verification is required.

Order Processing

Orders are usually processed within 1–2 working days, provided the item is in stock and payment has been confirmed.

Orders are not usually processed on weekends or public holidays. Delivery timeframes are separate from processing times.

If an item becomes unavailable after you place your order, we will contact you and offer either:

  • a replacement product where suitable
  • a partial shipment of available items
  • cancellation of the unavailable item
  • a refund for the unavailable item

Returns for Unopened Products

If you change your mind, you may request to return an unopened product within 14 days of receiving your order.

To be eligible for a return, the item must be:

  • unused
  • unopened
  • in its original packaging
  • in a resalable condition
  • returned with proof of purchase

For hygiene and safety reasons, we cannot accept returns for skincare, supplements, cosmetic products, or sealed health-related products once they have been opened, used, or had their seal broken, unless the item is faulty.

How to Request a Return

To request a return, please contact us first:

Email: pharmesra@yahoo.com
Phone: 07916 308259

Please include:

  • your full name
  • order number
  • product name
  • reason for return
  • photos, if the item is damaged, faulty, or incorrect

Please do not return any item without contacting us first. Once your return request has been reviewed, we will provide instructions on how to send the item back.

Faulty Items

If your item is faulty, please contact us as soon as possible with your order details and clear photos of the issue.

If the product is confirmed to be faulty, we may offer:

  • a replacement
  • a refund
  • or another suitable resolution

Faulty items may need to be returned to us for inspection unless we confirm otherwise.

Incorrect Item Delivered

If you receive the wrong item, please contact us within 3 working days of receiving your order.

Please provide:

  • your order number
  • the item you ordered
  • the item you received
  • photos of the product and packaging

Once confirmed, we will arrange a replacement or refund.

Damaged Items

If your order arrives damaged, please contact us within 3 working days of delivery.

Please include photos of:

  • the damaged item
  • the outer packaging
  • the delivery label
  • any inner packaging

This helps us investigate the issue and arrange a suitable solution.

Non-Returnable Items

For safety, hygiene, and regulatory reasons, the following items cannot be returned unless faulty:

  • opened skincare products
  • used cosmetic products
  • supplements with broken seals
  • products with damaged or missing packaging
  • items not in resalable condition
  • prescription-only medicines once dispatched
  • personalised or specially ordered items

Prescription Medicines

Prescription medicines cannot be returned for a refund once they have been dispatched, unless there has been an error or the item is faulty.

If you have unwanted prescription medicine, please take it to a local pharmacy for safe disposal.

Refunds

Once your returned item has been received and checked, we will notify you whether your refund has been approved.

Approved refunds will be processed back to the original payment method.

Please allow up to 7–14 working days for the refund to appear in your account, depending on your bank or payment provider.

Original delivery charges may not be refunded unless the item is faulty, damaged, or incorrect.

Return Shipping Costs

If you are returning an item because you changed your mind, you will usually be responsible for the return shipping cost.

If the item is faulty, damaged, or incorrect, we will cover reasonable return shipping costs or provide a suitable return method.

We recommend using a tracked delivery service, as we cannot be responsible for returned items that are lost in transit.

Refused or Undeliverable Packages

If a package is returned to us because the delivery address was incorrect, incomplete, refused, or not collected, we may refund the order minus any delivery costs or courier charges incurred.

Please make sure your delivery details are correct before placing an order.

Treatment Bookings and Deposits

Treatment bookings may require a deposit to secure your appointment.

Deposits are usually redeemable against the cost of your treatment.

If you need to cancel or reschedule your appointment, please give us at least 48 hours’ notice.

Deposits may be non-refundable if:

  • you cancel with less than 48 hours’ notice
  • you do not attend your appointment
  • you arrive too late for the treatment to go ahead

If we need to cancel or reschedule your appointment, we will offer you a new appointment time or refund your deposit where appropriate.

Treatment Results

Aesthetic treatment results can vary from person to person. We do not offer refunds for completed treatments simply because the final result is different from personal expectations.

Before any treatment, we will discuss suitability, expected outcomes, risks, and aftercare. If a treatment is not suitable for you following consultation, we will advise you honestly and may recommend an alternative approach.

Contact Us

For any refund, return, or order-related questions, please contact us:

ARTE Medical Aesthetics
Email: pharmesra@yahoo.com
Phone: 07916 308259
Address: Temptation Studio, Pontoon Dock DLR Station, 2 Bramwell Way, London E16 2GQ, United Kingdom

We aim to respond to all return and refund enquiries within 2 working days.

Last updated: 23 May 2026