Overview

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We completely understand that sometimes you would like to return an item. We aim to make this as easy & seamless where possible. We abide by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act (2015), which has separate sections for medications and perishable goods. The following applies to all orders made via our website and/or company.

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Refunds:

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Once your form (new health form or repeat form) is received by AJ Hill Aesthetics, they will be reviewed at a cost of £25 per person/per form. If you decide to cancel at any stage due to any reason prior to dispense but after review, we will issue a refund minus the £25 fee. This includes cancelling because you are unable to provide any requested information to enable us to safely provide you with our service. The £25 fee will be deducted from your refund. If you are not suitable for treatment (e.g. due to medical reasons or unsuitable due to BMI), we will issue a full refund with no fee deducted from the refund.

 

Once dispensed (e.g. sent out to you) by the pharmacy, there cannot be any returns if you simply change your mind about your order or if you are dissatisfied once you have started the medication. If the medication does not reach you and is returned to us for a reason beyond your control, and you then subsequently decide to cancel your order, we can cancel the order and process a refund minus the £25 admin fee (see above) and any delivery costs incurred by sending your package (e.g. the £4.99 Special Delivery cost).

 

Our products are Prescription Only Medications and, once dispensed, any returned medication must be destroyed by a pharmacist within 30 days at a cost. It is illegal to re-sell a prescribed medication.

 

However, there are exceptions in which returns can apply.

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Returns:

 

Any damage to or discrepancies with your product/package must be raised with us within 24 hours of your item being received.

 

Any defects with the mechanism or use of the product must be identified and highlighted within 72 hours of receipt of your package (the time starts from the minute the package is signed for). This must be made in writing and where
applicable, any photos/videos to help support the claim.

 

Due to this being a prescription-only medication, we are under a strict timeframe to address any issues with our pharmacy partners as soon as possible as laid out within their own policies.

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Any enquiries or issues with your delivery/order must be made in writing via email - info@ajhillaesthetics.co.uk

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We ask for this to be done in writing so that there is a clear auditable trail between both parties.

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All enquiries will be handled by our admin team during Monday to Friday, 9am-6pm and Saturday to Sunday, 10am-4pm.

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Damaged or Defective Goods:

 

If your item arrives damaged or defective, we are able to initiate our Returns Process.

 

Damage includes:

• Noticeable damage to the outer packaging, which has caused damage to the product itself

• Damage to the blister packaging or notable damage to the pens

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Defective goods include:

• Tablets which have arrived broken or missing

• Pens which do not calibrate or administer the medication correctly

• Pens which are cracked or leaking or visibly damaged

• The liquid within the pens is cloudy or lumpy

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If your item develops a manufacturing fault during usage and you are unable to use the medication, please see this page for further information on how to initiate an investigation into the fault: Report a Fault

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Our Returns Process

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If a return is agreed between the customer & AJ Hill Aesthetics, all items sent to the customer must be returned within 30 days of receipt of the damaged goods (e.g. the medication, any other medications, sharps bins etc).

 

However, if you have purchased multiple items & wish to only return one defective item, AJ Hill Aesthetics may exercise discretion on sending back only the damaged or defective item.

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If required, an investigation will take place to ascertain the full facts, which may include third parties (e.g. pharmacies, delivery agents, the manufacturer, the MHRA etc). We will aim to complete an investigation within 28 working days, with exceptions to delays caused by relying on information from the aforementioned third parties.

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How will we handle your returned item?

 

If an item is damaged or defective, we will pay the costs associated with returning the item. The customer will pay the return postage up front and then send AJ Hill Aesthetics proof of postage, which must display the cost of posting the item(s) back.

 

If our investigation finds that the item(s) was indeed damaged or is defective at no fault of the customer, AJ Hill Aesthetics will offer you:

 

• A full refund of the product cost & the return postage cost; or

• A replacement product & a refund of the return postage cost.

 

If, however, the investigation finds that the item(s) has been returned inappropriately or intentionally damaged beyond our control, AJ Hill Aesthetics will not provide a refund or pay for the return postage.

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How do we conduct an investigation?

 

For more information on this, please see our reporting a fault policy. 

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Processing a Replacement

 

If a replacement is agreed by both parties, we aim to dispense & ship a replacement within 3 working days from the day that the replacement is formally agreed.

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Processing a Refund

 

If a refund is processed, we aim to process a refund within 3 working days to the original payment method used by the customer. We can offer credit notes / loyalty points for your next order if you would prefer.