returns and exchanges
RETURNS AND EXCHANGES
RETURNS POLICY
Please see our comprehensive returns information below, should you need to return an item(s) for any reason.
FAQ - CAN I RETURN AN ITEM?
We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned. Please see the below information on whether you can return an item (this does not affect your statutory rights).
You cannot return an item if…
- The product has been opened.
- The product has been used.
- The goods are non-returnable for hygiene reasons.
You can return an item if…
- It has not been opened or used.
- It is in perfect resaleable condition.
- It is returned to us within 14 days of receipt of the order.
To return an item(s), please complete the returns form by following the link below
Please note: any returns sent without authorisation from mesoestetic cannot be accepted. Authorisation will be granted once the returns form has been completed.
Please note: If you believe you have a product with a faulty pump, please contact us on shop@mesoestetic.co.uk before returning an item. In many cases it will just be an airlock in the bottle, and we can explain how to release this and get the pump working as normal.
STANDARD RETURNS TERMS AND INFORMATION
If a purchased product has been used or opened (manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return, refund or exchange.
If an item(s) is returned to us and it has been used / opened / is not in a resalable condition or does not pass the UV light checking process, the customer will be contacted and informed. The customer can then determine whether they would wish for us to dispose of the item(s) or whether they wish, at their own cost, to have the item(s) returned to them. No refund will be given for items returned that are not in a resalable condition.
Returns postage is at your own cost and risk. We would recommend that you return your items via a tracked delivery service. Please clearly state on the returns form the reason for return and whether you require a refund or exchange. Please put a contact number on your returns form should you require an exchange. We will not be liable for any packages that are not received by us.
If a pre-paid returns form has been issued, please ensure you keep a copy of this until your return has been processed. If proof of postage of a return is requested, please ensure all details are sent through including postage date and time.
Any delivery charges paid for on an initial order are not eligible for a refund.
Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.
Refunds can only be made to the billing details provided when ordering.
We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item.
If you exercise your right of cancellation after 14 days of receipt of the order, any returned goods must be in perfect resalable condition (inner and outer packaging fully intact) and are subject to a 25% re-stocking charge.
All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. Mesoestetic UK cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.
FURTHER RETURNS INFORMATION
It may be that you need to return an item for another reason other than listed above. This section provides more information on returns for the following:
- Damages / Shortages / Incorrect Products
- Faulty Products
- Reactions to Products
- Refused / Undeliverable Packages
Please note, in order to investigate any claims of faulty or damaged products, we will require the product and related packaging to be returned to mesoestetic UK. Unfortunately, we are unable to accept these claims without the relevant packaging as they must be returned and logged with the manufacturer.
DAMAGES / SHORTAGES / INCORRECT PRODUCTS
Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported to mesoestetic UK in writing at [email protected] within 24 hours from receipt of goods, with full details of the issue, along with photographs of all packaging and contents.
If a return / refund / replacement / exchange is required, mesoestetic UK will provide full details on this process during email correspondence. This process may involve you completing a Non Receipt of Goods Declaration Form.
mesoestetic UK cannot accept responsibility for damages / shortages / incorrect products reported after the stated 24 hour period.
FAULTY PRODUCTS
If you feel that an item you have receive is faulty, please report this immediately in writing with detailed information on the issue to mesoestetic UK at [email protected].
Depending on the issue with the item, you may be required to complete a Product Query Form, and any item(s) deemed faulty might be sent back to the manufacturer for thorough testing.
If a return / refund / replacement / exchange is required due to a fault, mesoestetic UK will provide full details on this process during email correspondence.
REACTIONS TO PRODUCTS
Please note: It is the customer’s responsibility to patch test any product prior to use. Always check compatibility of any purchased products with other material facts that can affect results described. Please bear in mind these are very active products so you may well see a change in your skin.
If you have followed the above process but feel that you have had a reaction to a product, please immediately report this in writing to mesoestetic UK at [email protected].
Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Authorisation Form and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed within 48 hours, including photographs of the reaction.
If a return / refund / replacement / exchange is required due to a reaction, mesoestetic UK will provide full details on what to do during email correspondence.
REFUSED / UNDELIVERABLE PACKAGES
In the case of a parcel being returned to mesoestetic UK due to an incorrect delivery address being provided, the customer not collecting from their collection depot or the customers not paying the VAT charges on entry then a re-delivery cost will be charged. The costs for this are the same as the standard delivery charges.
If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by mesoestetic UK will not be refunded (as per the costs above) and a processing fee of £10 will be charged.