Refund policy
Our commitment to fair and clear service.
At DH Medical, we want every client to feel confident when booking treatments or purchasing products from us.
This policy explains how refunds, returns, cancellations and treatment-related concerns are handled.
It should be read alongside our Terms of Service, Privacy Policy and any booking terms shown at the point of purchase.
TREATMENT BOOKINGS
Changing or cancelling an appointment.
We understand that plans can change.
If you need to cancel or reschedule an appointment, please contact us as early as possible using:
clinic@dhmedicalliverpool.co.uk
Any cancellation window, booking fee or deposit requirements will be clearly shown at the time of booking.
Where a booking fee or deposit is stated to be non-refundable, this will remain subject to your statutory rights.
If sufficient notice is given, we will always try to move your appointment to a suitable alternative date where possible.
LATE CANCELLATIONS & MISSED APPOINTMENTS
Where an appointment is cancelled with insufficient notice, or where a client does not attend, any booking fee or deposit may be retained.
This reflects practitioner time and room availability that has been reserved specifically for that appointment.
Repeated late cancellations or missed appointments may require full or partial prepayment for future bookings.
IF DH MEDICAL NEEDS TO CANCEL
If DH Medical needs to cancel or materially change your appointment, we will offer to:
- reschedule your appointment, or
- refund any amount paid for that appointment
We will always aim to give as much notice as reasonably possible.
TREATMENT REFUNDS
Completed treatments are generally non-refundable.
Once a treatment has been provided, the service has been consumed and is therefore generally non-refundable.
This does not affect your legal rights where a service has not been provided with reasonable care and skill.
If you believe there has been a problem with your treatment, please contact us as soon as possible so we can review the matter properly.
In some cases, we may ask you to attend a review appointment before any decision is made.
TREATMENT RESULTS
Individual responses to professional skin treatments vary.
Factors including skin condition, age, lifestyle, homecare, treatment history and adherence to aftercare can all influence results.
For this reason, a refund will not usually be offered simply because a treatment outcome differs from what a client had hoped for, where the treatment itself was delivered appropriately and in line with the information provided.
We aim to discuss realistic expectations before treatment as part of The DH Standard.
ADVERSE REACTIONS OR CONCERNS
If you experience an unexpected reaction following treatment, please contact us promptly at:
clinic@dhmedicalliverpool.co.uk
Where appropriate, we may request photographs or invite you to attend a review appointment.
Any treatment-related concern will be considered individually and in line with our Feedback & Complaints procedure.
TREATMENT COURSES & PACKAGES
Where a course or package of treatments has been purchased, the terms applying to that package will be explained at the point of sale.
Where a refund is agreed for unused treatments, any treatments already received may be recalculated at their standard individual price before the remaining balance is refunded.
Used treatments cannot normally be refunded unless required by law.
Courses and packages may also be subject to expiry dates where this is clearly stated at the point of purchase.
CONSULTATION FEES
Consultation fees are payable for the professional time reserved.
Where a consultation fee is stated to be redeemable against treatment within a defined period, this will be explained at the time of booking.
If a client chooses not to proceed with treatment following consultation, the consultation fee itself is not normally refundable unless required by law.
RETAIL PRODUCTS
Your statutory rights remain unaffected.
If you purchase skincare or another retail product from DH Medical, you may have legal rights to return it depending on how and where the purchase was made.
For products purchased online, applicable consumer cancellation rights may apply.
For hygiene, safety and product-integrity reasons, we may be unable to accept returns of opened, used or unsealed skincare or cosmetic products unless they are faulty.
ONLINE PRODUCT RETURNS
Where applicable, unused and unopened products purchased online may be returned within the statutory cancellation period, provided they are returned in a resaleable condition.
To request a return, please contact:
clinic@dhmedicalliverpool.co.uk
Please include:
- your name
- order number
- product name
- reason for return
- whether the product has been opened or used
We will then confirm the appropriate return process.
RETURN POSTAGE
Unless the product is faulty, damaged or supplied incorrectly, return postage will usually be the responsibility of the customer.
We recommend using a tracked postal service.
DH Medical cannot normally be responsible for returned items that are lost before reaching us.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
If a product arrives faulty, damaged or incorrect, please contact us promptly.
Where appropriate, we may ask for photographs to help assess the issue.
If the product is confirmed as faulty, damaged or incorrectly supplied, we will provide an appropriate remedy in line with your statutory rights.
This may include replacement, refund or another suitable resolution.
PRODUCT REFUNDS
Where a refund is approved, it will normally be returned to the original payment method.
Please allow a reasonable period for the refund to be processed and then appear with your bank or card provider.
Original delivery charges will be refunded where required by law.
GIFT CARDS & VOUCHERS
Gift cards and vouchers are non-refundable except where required by law.
They cannot normally be exchanged for cash.
Expiry dates and any additional terms will be shown at the point of issue or purchase.
PROMOTIONAL OFFERS
Where a treatment or product has been purchased as part of a promotion, package or bundled offer, any refund will take into account the original promotional pricing.
Where returning part of a bundle means the remaining items no longer qualify for the original offer, the refund may be adjusted accordingly.
This does not affect your statutory rights.
HOW TO REQUEST A REFUND OR RETURN
Please contact:
clinic@dhmedicalliverpool.co.uk
Include as much relevant information as possible so we can review the request efficiently.
For treatment concerns, please include the date and type of treatment.
For product returns, please include your order details.
STATUTORY RIGHTS
Nothing in this policy limits or removes any rights you have under applicable UK consumer law.
Where your legal rights differ from any part of this policy, your statutory rights will take priority.
DH MEDICAL
Liverpool
For all refund, return or treatment-related enquiries:
clinic@dhmedicalliverpool.co.uk
The DH Standard
Clear communication, fair treatment and professional care.