Terms of Service

Our terms and conditions are broken into two sections. The first is regarding our clinics and the second is regarding ecommerce sales.

CAVENDISH CLINIC FULL TERMS AND CONDITIONS

 

Consultation fees and bookings

At Cavendish Clinic we offer four different types of consultations depending on your needs.

  • a 30-minute free face/body/skin consultation with our senior aestheticians to discuss CoolSculpting, advanced facials, and laser treatments, and provide integrated skincare advice.
  • a 30-minute free and comprehensive anti-aging consultation with our nurses where we will discuss our full range of solutions from injectables to Ultherapy and all aspects of aesthetic treatments.
  • a Doctor consultation to discuss how advanced injectable treatments or mole removal procedures can enhance your looks – subject to £35 (injectable treatments) or £50 (mole removal) fees redeemable against treatment.
  • a Plastic Surgeon consultation to discuss any of your surgical needs – subject to £100 non-redeemable fee.

The consultation fee is no longer redeemable (where appropriate) after 12 months from your consultation date. Please note your consultation fee is not refundable when the consultation is canceled or rescheduled within less than 48 hours or if you fail to attend your appointment.

Deposits

We will request from you a booking deposit upon making a treatment allocation. Booking deposit fees vary between different procedures and the clinic can provide further details. We are unable to schedule your treatment in the clinic diary unless a booking fee has been paid. Payments can be made either over the phone or in person in our clinics.

Booking deposits are refundable if you follow our cancellation policy but non-refundable if an appointment is canceled or re-arranged less than 48 hours before it was scheduled.

Payments

You can make payments in the clinic, over the telephone, or via a bank transfer.

We accept cash and all major credit cards, including American Express.

Unfortunately, we do not accept cheques.

Finance Options

Harley Street London Limited trading as Cavendish Clinic, is an Appointed Representative of Buyline Finance Limited, which is authorised and regulated by the Financial Conduct Authority to carry out the regulated activity of credit broking.

Cancellation and Failure to Arrive at the Appointment

Please notify us at least 48 hours in advance of any cancellations.

Any cancellations with less than 48 hours' notice are subject to a cancellation fee of up to 100% of the scheduled service.

If you wish to book, reschedule, cancel, or are running late for your appointment please call us on 0330 818 6922.

We will always do our best to accommodate late arrivals, however, there may be times when a late arrival will result in reduced consultation time or rescheduling of your appointment.

In Clinic Refunds

There are no refunds on treatments taken, purchased products, or medical consultations where treatment has not taken place.

All purchases on services are non-refundable. This does not affect your statutory rights.

Pre-paid treatments and course balances can be used towards another service, or credited to your Cavendish Clinic account, should you no longer wish to continue with this specific treatment.

Pre-paid treatments are valid for 12 months from the purchase date.

Treatments/services are not transferable to other individuals or clinics.

All courses and paid treatments must be used within 12 months and 24 months if you are pregnant.

Offers & Discounts

From time to time, we may send you by email or text a promotional offer. If you wish to use the offer, please mention it upon booking. Unless stated at the time of issue, each discount will be valid for use by the recipient of the email/text and by such recipient only once and may not be used in conjunction with any other promotion.

We reserve the right to withdraw or cancel any offers for any reason at any time.

Online Retail Shipping

For all purchases, we charge a standard delivery rate of £4.95. We use first-class Royal Mail Tracked for all nationwide deliveries and can expect delivery in approximately 2-5 working days.

We do not offer international shipping. UK shipping only.

Gift vouchers

Gift vouchers will expire after 12 months from the date of purchase and cannot be exchanged for cash.

If you purchased a gift voucher and for some reason you no longer require it, a full refund of your purchase will be given within 72 hours after your purchase. Email welcome@cavendishclinic.co.uk and attach a copy of your voucher to your email. This must occur before the redemption of the voucher. Refunds will be processed by our team on your method of payment. Allow three to five working days for the transaction to process.

Loyalty Points

We are sorry to inform you that our Rewards Program and loyalty points were discontinued in January 2020. We are currently working on a new Treat Card and more details will be revealed in the near future.

Refer a Friend

Refer a friend and earn £35, and your friend gets £35 too.

If you’ve already had a great experience with us and would like to recommend us to your friends and family – this offer will benefit both of you. Your friend will get £35 off their first treatment with us, and you will get £35 off your next treatment too. Please mention the ‘Refer a Friend’ offer to our front-of-house team upon booking.

Treatment Disclaimer

Our clients’ results vary according to their biological makeup, diet, environmental surroundings, and a number of other factors, which influence how our treatments take effect. We do achieve significant results in many cases. However, we cannot predetermine the outcome and therefore cannot guarantee results from any of our treatments.

Child Policy (under 18’s)

In line with regulations from the Care Quality Commission, we cannot treat persons under the age of 18 or allow anyone under the age of 18 into our clinics. We will endeavor to assist you or reschedule your appointment if this presents a problem for you.

We are CQC (Care Quality Commission) registered as we are a medical practice, so it does mean our clinics are not pet friendly and we cannot have pets on site.

Service Feedback & Complaints Policy

We pride ourselves on our exceptional patient care and attention to detail, so we welcome feedback and we encourage you, so that as a business, you can help us grow.

If you wish to give us feedback about our services please either:

  • Call and speak to a clinic manager: 03308186922
  • You can leave a trust pilot review here
  • Email us here

To make a formal complaint in writing the complainant should write a letter or e-mail to the attention of the registered manager and send it to welcome@cavendishclinic.co.uk clearly stating the nature of their complaint and as much detail concerning dates, times, and if known names of staff members. This will enable us to acknowledge and address the issues raised promptly and effectively.

We will acknowledge all written complaints within three working days and respond within twenty working days or a written explanation of why the response is taking longer. Full complaints policy can be provided to you upon request.

ONLINE TERMS AND CONDITIONS

Online Purchases

  • Please allow 2-5 working days for delivery UK ONLY.
  • Orders made after 3 pm will be shipped the next working day. If orders are placed after 3 pm on Friday these will be shipped on the following Monday.
  • No deliveries take place on Bank Holidays. We also do not ship internationally.

Online Returns Policy

It is important that you check your order and your items upon delivery and always before use. If any issues arise then these need to be reported to us immediately so we can investigate the matter.

How do I arrange a return?

Before attempting to return an order you will need to contact our customer service team (within 14 days of purchase) via welcome@cavendishclinic.co.uk and raise the issue so we can best advise on how to resolve this as quickly as possible.

Please ensure that any item(s) you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine resalable condition with any retail seals unbroken. If these rules are not adhered to, Cavendish Clinic have the right to refuse a refund.

Can I return my item to my nearest clinic?                                                                                                 

Yes, any online purchases we will accept at one of our clinics as long as you have proof of purchase and have adhered to our return’s regulations i.e. item(s) being returned are unopened and in any original packaging and in a resalable condition. If you wish to exchange your item(s) in the clinic then please email welcome@cavendishclinic.co.uk or call us directly on 020 3805 8478 to ensure we have the item(s) you require in stock at your preferred location.

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease, and with absolutely minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases, we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our sincere apologies if you have received a damaged item.

We ask that you contact us immediately via email welcome@cavendishclinic.co.uk Please attach pictures of your damaged item(s) along with a contact number we can reach you on, and a member of our team will get in touch with you to resolve any issues that may have arisen.

How do I report a faulty item?

Please accept our apologies if you believe there is a fault with your item(s), we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail with our supplier.

In order to do this, we ask that you contact us via email welcome@cavendishclinic.co.uk – Please provide details of the fault and where possible attach pictures to your message.

We will need to know your order number, the item you want to return, and the reason for your return. Please package the item securely and ensure these details are inside.

You will need to obtain proof of postage receipt when you send your item to us. Without this, we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our office. Please, therefore, ensure that you send your item back to us using a delivery service that insures you of the value of the goods.

Mobile Terms of Service
Cavendish Clinic
Last updated: April 16, 2025


The Cavendish Clinic mobile message service (the "Service") is operated by Cavendish Clinic (“Cavendish Clinic”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.


By consenting to Cavendish Clinic’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Cavendish Clinic through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).


You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Cavendish Clinic. Your participation in this program is completely voluntary.
We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.


You may opt-out of the Service at any time. Text the single keyword command STOP to Cavendish or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Cavendish Clinic mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.


For Service support or assistance, text HELP to Cavendish or email welcome@cavendishclinic.co.uk.


We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.
The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.


We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs for returned goods where the item being returned is required due to our error, for example:

  • If we have sent you the wrong item.
  • The item you received is damaged or faulty

We will not refund postage costs to return items that are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Our returns policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

We reserve the right to change this Returns Policy at any time. Current policy valid from 6/10/20

*Christmas returns policy valid from 01st November – January 31st*

Online Complaints Policy

If you are not satisfied with the way in which we have handled your return or replacement of any item(s), we want to hear from you! Here at Cavendish Clinic, we aim to resolve any issues for you in a timely manner and ask that you please contact our customer service representatives or by post at:

ADVANCED BEAUTY MEDICAL LTD

Registered office address

C/O Ace Financial Management Ltd Concord House, 41 Overy Street, Dartford, England, DA1 1UP

0330 818 6922