Call: 0117 2900 230

Returns and Refunds Policy

Here at Beautology we want to help all our Clients achieve their aesthetic skin goals both in Clinic and via Beautologyshop.co.uk. We realise the best skincare is as individual as you are: lifestyles, diet and body are unique to us all.

Our mission is to empower our community with expert knowledge, caring guidance and accessible effective cosmeceutical products. Although we work hard to ensure that you love your products, we understand that you may need to return an item to us.

We aim to remove the fear of making a Beautologyshop purchase by offering a FREE UK returns service via Royal Mail.


Returns Overview

Beautologyshop happily accepts requests for returns, exchanges and refunds for any goods that are in an unopened, unused and in a saleable condition within 14 days of the delivery date. UK Returns are FREE*.

Reasons for return:

  • If you have changed your mind 
  • The products are damaged or faulty
           - See here for a faulty pump 
  • The incorrect product has been delivered 
  • You have had an adverse reaction to a product 

Items are non-returnable, if:

  • If the product has been opened or used  
  • If the product is now not fit for resale 
  • If the product is not returned within the specified timeframe 
  • Returns sent without the confirmation or paperwork will not be accepted 

If ‘non-returnable’ items are returned to the Beautologyshop offices the customer can choose:

  • The product to be returned to them (at their own cost) or 
  • The disposal of the product 

*Terms & Conditions apply, see below for details

RETURNS PROCEDURE

1. Inform us of your desire to return and the reason why, by completing the  ‘Returns Form’.

The form will require the following information:  

  • the product names  
  • the invoice / order number  
  • the reason for the return
          - If due to allergic reaction, click here
  • whether you wish to have a refund or a replacement product 

2. Email any supporting photographs to ‘returns@beautology.co.uk’ including your order number - i.e., any damaged or faulty goods, including packaging

3. Customer Services will aim to review your request within 24-48 hours.
    Providing the returns conditions have been met, they will issue you with a ‘Confirmation Email’ and a pre-paid ‘Return Slip’. Print this slip out.

4. Place the item and the delivery note into a suitable package for postage
   (similar to the one used by us, to safely return the product without any damage).

5. Attach the prepaid ‘returns slip’ to the outside of the package and send via Royal Mail. The item must be posted within 5 days from the ‘Confirmation Email’.

6. Take a photo of the Receipt of postage including tracking number and email it to: ‘returns@beautology.co.uk’

7. Refunds or replacements will only be processed when the goods have been received by the Beautology Office. Once we have received the unwanted product we will check the condition of the item and providing it is unused and in a saleable condition… 

EXCHANGE

aim to post your replacement product the following day.

REFUND

…we will issue your refund; 
refunds may take between 7-10 days to be credited to your original method of payment

Terms & Conditions

Return Reasons

Changed your Mind
If you have changed your mind with regards to the product within 14 days from the date of the order you are entitled to a refund or alternative product providing the standard terms and conditions are met.


Damaged or Faulty Items

Please inspect all products at the time of delivery. Beautology cannot accept responsibility for damaged or faulty products reported after the stated period, see below.


Damaged Items

In the event of products that are damaged: inform the customer service team within 24hrs of receipt of goods, with full details of the issue, photographs of all the goods and packaging.

* Photographs must be supplied of all packaging and products in the case of damaged goods.


Faulty Items

Faulty products (Not damaged) must be reported to us within 7 days of receipt and the standard terms and conditions of returns and refunds must be complied with.

If you believe you have a product with a faulty pump.

Please contact us on 0117 2900 230 or returns@beautologyshop.co.uk before returning an item. In many cases it will just be an airlock in the bottle due to the product being in transit and it is easily rectified.


Missing or Incorrect Products

If you believe that an item you have received is incorrect or missing, please contact us within 24hrs of receipt of your package via the returns form.

Beautology cannot accept responsibility for missing or incorrect products reported after the stated 24-hour period.


Allergic Reactions to Products
URGENT: If you are reading this and have just had a negative reaction to a product:
Do not apply any more of the product- Stop immediately
Wash the area with cold water first to remove all of the product, then wash again with a gentle cleanser if needed – not containing any ‘active ingredients’
Check the product’s instructions leaflet and website for details as to how to deal with adverse reactions and follow the instructions.
If you are unsure or if the reaction was severe or continuous please contact your doctor or call the NHS 111 service (NHS 111 is UK only)
For further information: Call us on 0117 2900230 and speak with one of our Aestheticians (We cannot however give medical advice)


General Adverse Reaction Advice:

Refrain from applying any more of the product
Wash the area with cold water first to remove all of the product, then wash again with a gentle cleanser if needed – not containing any ‘active ingredients’
Pat dry the area gently
If the area is hot or has a burning sensation - apply an ice pack (or a bag of frozen peas) Covered with tissues or thin fabric e.g teatowl for added protection. Keep removing to prevent ice burn.
For mild reaction, wash with clean, cold water and apply aloe vera
If you are unsure or if the reaction was severe or continuous please contact your doctor or call the NHS 111 service (NHS 111 is UK only)
For further information: Call us on 0117 2900230 and speak with one of our Aestheticians (we cannot give medical advice)

Prone to allergic reactions or adverse effects?
Before application of any new product, we recommend:
Get expert advice with a ‘Virtual Consultation’ with a Beautology Skin Expert – Here is where you will have all of your questions answered!
Check the ingredients and read the Manufacturer’s guidelines and follow them.
Always check the ingredients to determine whether it contains something that you already know you are allergic to.

Patch test THIS IS USEFUL TO PERFORM ON ALL SKINTYPES FOR SAFETY but especially relevant if you have sensitive skin or prone to negative reactions. Whether you have purchased a sample, trial or full-sized product, follow these directions and monitor for up to 48 hours.
- Patch test - put it on a small area of unbroken skin (preferably behind the ear or the inside of your arm)
- Put on a minimal amount
- Watch the area over the coming minutes / 48 hours - Reactions can happen over a few hours or overnight

NB. In some cases skin may have an initial reaction – redness, breakout, spots etc, which may be perfectly normal as your skin adjusts to the new product (It may get worse before it gets better!)


If the above has been followed and you feel that there has been a genuine adverse reaction report it to advice@beautologyshop.co.uk or phone 0117 2900230
We will email you a comprehensive ‘Adverse Reaction’ Form to be completed, which requires the following details:

- The product
- Date of purchase
- Full details of the incident
- Photographs of the reaction

We will contact the manufacturer on your behalf and correspond with you by email with regards to a refund or alternative product


Delivery / Postal

Delivery costs of the initial delivery will not be refunded
The item must be posted within 5 days from the ‘Confirmation Email’.
We cannot accept responsibility for items returned that are lost in transit unless the tracked delivery service is used and the ‘receipt of postage’ giving proof of postage is emailed to us.
The unwanted product must be received within the return timeframe - 19 days from the date of delivery (14-day cancellation period plus 5 days)


Refused / Undeliverable Packages

If a parcel has been returned to Beautology as a result of:
- An incorrect name or address
- It has been refused
- The package was unable to be delivered and has not been claimed for at the Post Office on the part of the customer
- The items will either:

a) Be delivered a second time with new name/address details, and on the payment of the additional delivery cost by the customer
- £4.50 for UK delivery
- Non-UK customers will be informed of the delivery costs prior to dispatch for payment
b) The item will be refunded minus any delivery costs Beautology/Beautologyshop has incurred in originally sending the products out to you.


Additional Terms & Conditions

Any products purchased ‘in clinic’ must be returned to the clinic
Beautology reserves the right in exceptional circumstances (e.g., where it is believed the customer maliciously purchased the item with the intention of returning) to deny the product return request
Once a refund has been made a confirmation email will be sent to the customer
Refunds will only be made to the original method of payment
FREE cost of returns is for UK returns only
Refunds are made in British pounds
Any customers not from the UK are responsible for any exchange rate charges
Customers are responsible for any bank or credit card charges


Guarantee

Products on the Beautologyshop have been chosen due to their efficacy, reputation and safety and often use pharmaceutical grade and dermatologist-recommended, active ingredients which may only be recommended to be used with certain skin types and situations. However as everyone’s skin is different we cannot guarantee that products purchased will work for each individual customer’s needs.

To ensure you purchase the correct products for your skin type we provide:
- Manufacturer information
- Client testimonials and reviews
- Complimentary ‘Virtual Consultations’

All products displayed are genuine and sourced directly from the manufacturers or reputable industry suppliers.


Customer Services Information

We hope this gives you a comprehensive understanding of our returns and refunds policy, however if you want any clarification or further information please don’t hesitate to get in touch with a member of the customer services team.


Opening Hours

Our hours of operation are Monday to Friday 9am – 6pm
Service team members will aim to respond within 48 hours to any inquiries by form fill or email.


Contact Details
Tel: 0117 2900230 Email: returns@beautologyshop.co.uk
Address: Beautology, 107 Coldharbour Road, Westbury Park, Bristol, BS6 7SD