OUR TERMS AND CONDITIONS
Our terms and conditions are broken into two sections. The first is regarding our clinics and the second is regarding ecommerce sales.
CLINIC 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 £25 (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 cancelled or rescheduled within less than 24 hours’ or if you fail to attend your appointment.
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 into 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 cancelled or re-arranged less than 24 hours before it was scheduled.
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.
Harley Street London Limited trading as Cavendish Clinic, is an Appointed Representative of Chrysalis 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 24 hours in advance of any cancellations.
Any cancellations with less than 24 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 0207 935 4410.
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.
There are no refunds on treatments taken, purchased products or medical consultations where treatment has not taken place.
Refunds on courses: If you require a refund on a treatment as part of any course, any treatments taken will revert to the standard price of a treatment and you will lose the benefit of the discounted course price. The refund of the remaining treatments is therefore calculated upon money left on the number of standard priced treatments taken.
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.
For purchases below £100 we charge a standard delivery rate of £5.95.
All purchases over £100 will receive free P&P.
For all nationwide deliveries you can expect these to take approximately 2-3 working days to arrive.
Sorry that we do not offer international shipping
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 email@example.com and attach a copy of your voucher to your email. This must occur before redemption of the voucher. Refunds will be processed by our team onto your method of payment. Allow three to five working days for the transaction to process.
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 £50, and your friend gets £50 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 £50 off their first treatment with us, and you will get £50 off your next treatment too. Please mention ‘Refer a Friend’ offer to our friendly front of house team upon booking.
Our clients’ results vary according to their biological make up, 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 18 into our clinics. We will endeavour to assist you or reschedule your appointment if this presents a problem for you.
Unfortunately, our clinics are not pet friendly so please leave your furry friends at home as we will not be able to let them into our clinics.
Service Feedback & Complaints Policy.
We pride ourselves on our exceptional patient care and attention to detail, so we take any feedback, good or bad, very seriously.
If you wish to give us feedback about our services please ask to speak with the registered manager, or you can put your comments in writing.
To make a formal complaint in writing the complainant should write a letter or e-mail to attention of the registered manager and send it to firstname.lastname@example.org 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 or an explanation of why the response is taking longer. Full complaints policy can be provided to you upon request.
ONLINE TERMS AND CONDITIONS
- Please allow 2-3 working days for delivery UK ONLY.
- Orders made after 3pm will be shipped the next working day. If orders are placed after 3pm on Friday these will be shipped on the following Monday.
- Please note: 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 email@example.com 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 clinic then please email firstname.lastname@example.org 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 upmost to resolve your query with speed, ease and with absolute 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 email@example.com 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 firstname.lastname@example.org – 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 return. Please package the item securely and ensure these details are inside.
You will need to obtain a 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 for the value of the goods.
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 which 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:
Customer Services @ Cavendish Clinic
406 Edgware Road