Refund & Returns Policy

This policy applies only to skincare and other physical retail products purchased from the Bavary Clinic online shop at bavaryclinic.co.uk. It does not govern consultations, clinic treatments, treatment booking fees, cancellations or training courses.

Those services are covered, where applicable, by our Terms & Conditions and Booking & Cancellation Policy.

For a change-of-mind return under our returns process, contact us within 14 days of delivery. Products should be unopened, unused and in their original packaging, with any hygiene seal intact. You must contact us before sending anything back so we can provide return instructions.

The customer is responsible for return postage for a change-of-mind return. We do not accept discretionary returns of opened or used products. However, this policy does not remove any statutory cancellation rights or remedies for faulty, damaged, incorrect or misdescribed goods. The legal conditions and any applicable hygiene exception are explained below.

For qualifying online purchases, UK consumers normally have a statutory right to cancel within 14 days of receiving their goods, without giving a reason. If an order arrives in separate deliveries, the period may begin when the final item arrives. You must tell us clearly that you wish to cancel within that period and normally have a further 14 days to return the goods.

You may handle goods as you reasonably would in a shop to establish their nature, characteristics and functioning. We may make a lawful, proportionate deduction if goods have been handled beyond what is necessary and their value has been reduced.

A statutory hygiene exception applies only where the goods are sealed, are not suitable for return for health protection or hygiene reasons, and become unsealed after delivery. It does not automatically apply to every skincare product or remove rights relating to faulty, damaged, incorrect or misdescribed goods.

Before returning an item, email hawa@bavaryclinic.co.uk with your order number, the products concerned and the reason for contacting us. We will provide appropriate return instructions and the return address. Please do not send products to the clinic without return instructions.

If you exercise a statutory change-of-mind cancellation right, you will ordinarily be responsible for the direct cost of return postage. You must take reasonable care of the goods; any lawful deduction for handling beyond what is necessary to establish their nature, characteristics and functioning may apply.

Where a statutory cancellation refund is due, we will refund the amount required by law to the original payment method without undue delay and no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier. The refund includes the standard outward delivery charge where required by law; any additional cost of a more expensive delivery option is not ordinarily refundable. Refunds for faulty or incorrect goods will be handled in accordance with your statutory rights.

Your rights under the Consumer Rights Act 2015 remain unaffected. If products arrive faulty, not as described, damaged in transit or incorrectly supplied, contact us at hawa@bavaryclinic.co.uk as soon as reasonably possible with your order number and details, and photographs if helpful.

We will review the issue and provide the repair, replacement, price reduction or refund that applicable law requires. We will cover reasonable return costs where we are legally required to do so. Nothing in this policy reduces mandatory consumer protections.

We currently dispatch online skincare orders to United Kingdom addresses only. Standard shipping is £5, with free standard shipping for orders of £100 or more. The applicable shipping charge is confirmed before payment.

We normally aim to dispatch orders within 3 working days. This is a dispatch estimate, not a guaranteed delivery date. Delivery times may vary, and your statutory delivery rights remain unaffected.

You can cancel a qualifying online order by emailing us directly. If you prefer, you may copy and complete the following form and send it to hawa@bavaryclinic.co.uk:

For online skincare purchase queries and return enquiries, email hawa@bavaryclinic.co.uk.

AZ SKINCARE LTD (Company No. 16466399), trading as Bavary Clinic.
Registered office: 138 Kenton Road, Harrow, England, HA3 8AZ.
Telephone: +44 (0) 20 7101 4932.

For clinic appointment policies, see the Terms & Conditions.