We hope you are pleased with your purchase. However, should you need to return an item, please review the following policy carefully.

Nothing in this policy affects your statutory rights under applicable UK consumer law.

​

 1. Cancelling an Online Order

​

• When you purchase products from us online, you have the right to cancel your order without giving a reason within 14 days of receiving the goods, subject to the exclusions set out below.

• To exercise your right to cancel, you must contact us within 14 days of the date on which you, or a person nominated by you, receives the order.

• Once you have notified us that you wish to cancel, you must return the relevant products to us within a further 14 days.

• Please contact us before returning any products so that we can provide you with the appropriate return instructions.

​​

2. Returns of Skincare, Cosmetic and Personal-Care Products

​​

• For health, safety and hygiene reasons, skincare, cosmetic and personal-care products may only be returned under the cancellation policy where they are:

• unused and untested;

• unopened;

• in their original condition;

• in their original packaging; and

• returned with all factory seals, protective seals, hygiene seals and tamper-evident packaging fully intact.

• Where a product has been supplied in sealed packaging and is not suitable for return for health protection or hygiene reasons, the right to cancel will no longer apply once the seal has been broken after delivery.

• We are therefore unable to accept a change-of-mind return where a cosmetic, skincare or personal-care product has been opened, unsealed, tested, used or otherwise handled in a way that makes it unsuitable for resale for health or hygiene reasons.

• Opening an external delivery box solely to inspect the order will not normally affect your cancellation rights, provided that the product’s own factory seal, hygiene seal and protective packaging remain intact.

• This hygiene restriction does not affect your statutory rights where a product is faulty, damaged, unsafe, not as described or otherwise does not conform to the contract.

​

3. Faulty, Damaged or Incorrect Products

​

• Please inspect your order as soon as reasonably possible after delivery.

• Where a product arrives damaged, is faulty, is not as described, is unsafe, or you receive an incorrect item, please contact us promptly and provide:

• your name and order number;

• proof of purchase;

• a description of the issue;

• clear photographs or video showing the product, packaging, batch number and alleged fault, where reasonably possible; and

• any other information reasonably required to assess the issue.

• We may ask you to return the product and its original packaging so that we, the supplier or the manufacturer can inspect and investigate the reported issue. You should retain the product, its container, batch information and packaging until we confirm how to proceed.

• Any investigation will not limit or exclude your statutory consumer rights.

• Where a product is confirmed to be faulty or otherwise does not conform to the contract, we will provide the remedy required under applicable consumer law. Depending on the circumstances and the time elapsed since delivery, this may include a refund, repair or replacement.

• Where you exercise the statutory short-term right to reject qualifying faulty goods within 30 days, you may be entitled to a refund. After that period, we may be entitled to offer a repair or replacement before a refund becomes available, subject to your statutory rights.

• We will cover reasonable return postage costs for products that are confirmed to be faulty, damaged, incorrectly supplied or otherwise non-conforming.

​

4. Change-of-Mind Returns

​

Subject to the exclusions in this policy, change-of-mind returns must be:

​

• notified to us within 14 days of delivery;

• returned within 14 days after the cancellation notice;

• unused and in the same condition in which they were received;

• complete and undamaged;

• in their original packaging; and

• accompanied by proof of purchase.

​

• You may handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning. We may reduce the refund to reflect any loss in value caused by handling beyond what would normally be permitted in a physical shop.

• We reserve the right to refuse a change-of-mind return where a statutory exception applies, including where sealed goods that are unsuitable for return for health protection or hygiene reasons have been unsealed after delivery.

​​

5. Non-Returnable Products

​

Unless a product is faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights, we cannot accept returns of:

• opened or used skincare, cosmetic or personal-care products;

• products with broken, removed or damaged factory, hygiene or tamper-evident seals;

• products that cannot be resold for health protection or hygiene reasons;

• personalised or made-to-order products;

• products that deteriorate or expire rapidly;

• gift cards or other products that are legally exempt from cancellation; or

• products damaged after delivery through misuse, neglect, improper storage or failure to follow the manufacturer’s instructions.

​​

6. Proof of Purchase

​

We require reasonable proof that the product was purchased from us. This may include an order confirmation, receipt, bank or card statement, or other suitable proof of purchase.

 

Please do not return products directly to the manufacturer unless we specifically instruct you to do so.

​

7. Refunds

​

• Once we receive your return, we will inspect it and notify you whether the return has been accepted.

• Approved refunds will be issued to the original payment method.

• We may withhold a cancellation refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.

• Where an entire online order is cancelled in accordance with your statutory cancellation rights, we will refund the price paid and the cost of our least expensive standard delivery option. Additional delivery charges resulting from your choice of an enhanced or express delivery service will not normally be refunded.

• Refunds will be processed without undue delay and within the time required by applicable law. Your bank or card provider may require additional time to credit the funds to your account after we have processed the refund.

​​

8. Return Shipping Costs

​

• For change-of-mind returns, you are responsible for the direct cost of returning the products to us, unless we have agreed otherwise or failed to inform you of this responsibility before purchase.

• Original express or premium shipping charges are non-refundable beyond the cost of our standard delivery service.

• Where a product is faulty, damaged, incorrect or otherwise does not conform to the contract, we will cover reasonable return costs or provide an appropriate prepaid return method.

• We recommend using a tracked and appropriately insured delivery service. You are responsible for the returned products until they are received by us.

​

9. Exchanges

​

• We do not automatically offer exchanges for change-of-mind returns. You may return an eligible product for a refund and place a new order for the preferred item.

• Where a product is faulty, damaged or incorrectly supplied, please contact us. Depending on your statutory rights and product availability, we may offer a replacement, repair or refund.

​

10. Sale and Promotional Products

​

• Sale, discounted and promotional products are subject to the same statutory rights as full-priced products.

• A sale item may be returned under the online cancellation rules where it meets the eligibility requirements in this policy. Your rights regarding faulty, damaged, unsafe or misdescribed products are not affected because an item was purchased at a reduced price.

​

11. Late or Missing Refunds

​

• If you have been notified that a refund has been processed but have not yet received it:

• check your bank or payment account;

• contact your card issuer or payment provider, as processing times may vary; and

• contact your bank.

• If the refund is still not visible after completing these steps, please contact us.

​

12. How to Arrange a Return

​

Before returning a product, please contact us at:

Email: info@treatathomestore.co.uk
Telephone: 02087417420

WhatsApp: +44 7825 300034
Return address: Prima Britannia Laser Clinic 

                            212 King Street, 

                            Hammersmith, London 

                            W6 0RA 

                            UK

Please include your order number and the reason for the return.

​

• You may return an approved product by post or, where available, directly to our clinic or store during opening hours. Products returned in person must still comply with the conditions of this policy. 

​​

13. Statutory Rights

• This policy is intended to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

• Nothing in this policy excludes, restricts or replaces any rights or remedies that cannot legally be excluded under UK consumer law.