Refund & Cancellation Policy

All sales are final unless this Policy expressly states otherwise.

The following is in place to ensure we can continue providing the highest quality of care to all our clients while respecting the time of our team.

This Policy covers appointments, treatments, packages, memberships, gift cards, consultations, courses, and products bought in clinic or online. It forms part of our Terms of Service and governs where the two differ. Purchasing or booking confirms your acceptance.

1. Non-refundable

The following are non-refundable, non-transferable, and non-exchangeable, and cannot be converted to cash or credit:

  • Completed treatments, consultations, and assessments

  • Packages, memberships, and any prepaid commitment

  • Deposits

  • Gift cards

  • Opened products, samples, trial sizes, and promotional gifts

  • Final sale and clearance items

  • Course enrolments once any content has been accessed

  • Shipping charges

2. Services

Results are not a basis for refund. Treatments are performed on your body and cannot be returned. Outcomes vary between individuals and are never guaranteed. Dissatisfaction with a result is not a defect.

Technical concerns. Notify us in writing within 7 days of treatment and attend an in-person assessment. Where assessment establishes the treatment was not performed to our protocol, we will provide a corrective or repeat session at our discretion. This is the sole and exclusive remedy. No cash refund is offered. Adverse reactions are excluded from this section — contact us immediately and seek medical attention where required.

Unused package sessions expire with no refund, credit, or extension. Packages are for the named individual only.

Memberships run for a committed term of 6 or 12 months. They cannot be cancelled, paused, downgraded, or transferred during the term, and you remain liable for the full term regardless of use. Unused monthly benefits are forfeited each month and do not roll over. Non-payment of any instalment entitles us to suspend benefits immediately and recover the balance of the term plus collection costs.

Courses. Enrolment is final once any content is accessed. Access is personal; sharing credentials terminates access without refund. Where a course publishes its own terms, those govern.

3. Appointments

  • Sufficient notice: no charge; deposit transfers once.

  • Insufficient notice or non-attendance: a fee of, charged to your deposit or card on file. If booked against a package, the session is deducted. If booked under a membership, the monthly benefit is forfeited.

  • Second occurrence: full prepayment required for future bookings, or we may decline to book you.

Rescheduling inside the notice window counts as a cancellation. Arriving late does not extend your appointment — we may shorten it and charge in full, or reschedule it and apply the fee.

If we cancel, we rebook you or refund that appointment.

If we decline to treat you for clinical reasons before treatment begins, amounts paid for that treatment are credited. Consultation fees and any treatment commenced are not refunded. Where we decline because you withheld or misstated health information, or where we end an appointment for abusive, intoxicated, or unsafe conduct, nothing is refunded or credited and any package session is forfeited.

4. Products

Unopened products may be returned within 30 days of purchase, unused, sealed, in original packaging, in sellable condition, with proof of purchase. A restocking fee may apply. Return shipping is at your cost especially if you have qualified for free shipping.

Opened products are final sale. We do not accept returns because a product did not deliver the result you wanted, or because you disliked its texture, scent, or feel. You are responsible for reviewing the ingredient list and patch testing; reactions to a disclosed ingredient are not returnable.

Authorization is required before returning anything. Unauthorized returns are refused and not refunded. Returned parcels remain your responsibility until received by us. We do not accept in-person returns of online orders.

Approved refunds go to the original payment method within 5 business days of approval; your issuer may take 5–10 more.

Third-party brands. Warranty and technical support are the manufacturer's, under its terms; some carry none. Contact manufacturers directly for devices. Products bought from any other retailer or marketplace are subject to that seller's policy — we do not refund or replace items we did not sell you.

5. Shipping and delivery

Delivery timeframes are estimates.

Parcels marked delivered. Once the carrier records delivery to the address you supplied, the order is fulfilled and our obligations end. We are not responsible for theft or loss from a doorstep, lobby, mailroom, or reception. Pursue the carrier and police directly. Any assistance from us is discretionary and will be declined where an account shows repeated claims. Please select signature-required delivery if theft is a concern.

Address errors are yours. We do not refund orders sent to an address you entered incorrectly. Undeliverable parcels are refunded less shipping and carrier charges, or reshipped once you pay new postage.

Damaged, defective, or incorrect items must be reported in writing within 48 hours of delivery with photographs of the item, its lot code, and the outer packaging. Claims after 48 hours are not accepted. Substantiated claims are replaced or refunded.

Temperature. A product that arrives cold or partially frozen and returns to normal at room temperature is not defective and is not refundable. Only split, leaking, or visibly separated product is considered.

Lost in transit. We open a carrier investigation, which may take up to 10 business days. Nothing is refunded or replaced before it concludes.

6. Claims and discretion

Any remedy outside the express terms of this Policy is discretionary, is not an admission of liability, and sets no precedent. We are not required to give reasons.

We monitor claim activity and may refuse returns, decline remedies, cancel orders, close accounts, and decline future service where an account shows excessive returns or repeated or unfounded claims.

Certain rights conferred by consumer protection legislation cannot be contracted out of. This Policy applies to the fullest extent permitted by law.

We may amend this Policy at any time; the version published when you purchase or book governs that transaction.