Refunds & Cancellation Policy

This policy explains how cancellations, returns and refunds are handled for appointments and product purchases at Skinhorizon Clinic. It ensures fairness for all patients and complies with UK consumer law and Care Quality Commission expectations.

1) Appointment cancellations (consultations & treatments)

To provide fair access to appointments and protect clinical time, Skinhorizon Clinic operates a strict cancellation policy:

  • Consultations (new and follow-up): Cancellations must be made at least 48 hours in advance. If less than 48 hours’ notice is given, or in the case of non-attendance, the full consultation fee will be charged.
  • Treatments: Cancellations must be made at least 4 days in advance. If less than 4 days’ notice is given, 50% of the treatment price will be charged. If you do not attend without notice, the full treatment price may be charged.
  • Pre-payment for treatments: To confirm a treatment booking, payment must be made in full at least 4 days before the scheduled appointment. If payment is not received, Skinhorizon Clinic reserves the right to cancel the booking and offer the slot to another patient.
  • Admin fee for cancellations: Even when cancellations are made within the allowed timeframes (48 hours for consultations, 4 days for treatments), an administration fee will be deducted from any pre-paid amount before issuing a refund. The balance will be refunded to the patient within 14 days.

These policies are in place to ensure fairness to all patients and efficient use of clinical resources.

2) Product orders & payments

All product orders are subject to acceptance. Payment must be received in full before dispatch. You will receive an order confirmation by email.

3) Delivery

We aim to dispatch orders promptly. Delivery times are estimates only. We are not responsible for delays outside our reasonable control (e.g., courier delays). Risk passes to you once products are delivered to your address.

4) Products – returns & refunds

For patient safety, we do not accept returns or offer refunds on products once they have left the clinic premises or been dispatched for delivery. This includes skincare, cosmetic and medical-grade items, as well as prescription-only medicines.

Before purchase, please ensure you have selected the correct product. If you are unsure of suitability, we strongly advise seeking guidance from one of our clinicians before completing your order.

This does not affect your statutory rights in relation to faulty or misdescribed goods (see Section 5 below).

5) Faulty or damaged goods

If a product is faulty, damaged, or misdescribed, you are entitled to a repair, replacement, or refund in accordance with the Consumer Rights Act 2015. Please contact us immediately at info@skinhorizon.co.uk with details and photographs if applicable.

6) Refund process & timelines

Once returned faulty goods are received and inspected, refunds will be issued within 14 days to your original payment method. Refunds cannot be made to a different card or account. For appointment cancellations that qualify for a refund (minus any admin fee), payment will be processed within 14 days of confirmation.

7) Liability

We are not responsible for adverse effects resulting from misuse, incorrect storage, or failure to follow product instructions. For medical-grade products, suitability should be confirmed by consultation with a qualified clinician before purchase. Nothing in this policy limits your statutory rights as a consumer.

8) Changes to this policy

We may update this Refunds & Cancellation Policy from time to time. The latest version will always be published on this page.

Last updated:

9) Contact us

If you have questions about cancellations, returns, or refunds, please contact:

  • Email: admin@skinhorizon.co.uk
  • Post: Skinhorizon Clinic, 4 Clarendon Terrace, Maida Vale, London W9 1BZ
  • Phone: 020 3370 9444