Refund policy

Change-of-mind returns

If you buy goods from us online, you can tell us that you wish to cancel your order within 14 days of receiving it. After telling us, you then have a further 14 days to return the goods. To request a return, email reception@riverbanksclinic.co.uk with your order number before sending anything back.

Returned items should be unused, in a saleable condition and, where possible, in their original packaging. You may examine an item in the same way that you would in a shop. We may reduce a refund if an item has been handled beyond what is necessary to establish its nature, characteristics and function.

Skincare and hygiene exclusions

For health and hygiene reasons, sealed skincare or personal-care products cannot be returned for a change of mind once their seal has been broken. Personalised or custom-made items are also excluded from change-of-mind returns. These exclusions do not affect your statutory rights if an item is faulty, damaged or not as described.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, contact us as soon as possible at reception@riverbanksclinic.co.uk with your order number and photographs where helpful. We will assess the issue and arrange an appropriate replacement, repair or refund in line with your statutory rights.

Returning an item

Approved returns should be sent to:

Riverbanks Clinic
Lower Harpenden Road
East Hyde
Bedfordshire
LU2 9QS
United Kingdom

Please do not send a return before contacting us. For a change-of-mind return, you are responsible for the return postage and for ensuring the parcel reaches us safely. If an item is faulty, damaged or incorrect, we will explain the return arrangements.

Refunds

We will notify you after receiving and inspecting your return. Where a refund is due, it will be issued to your original payment method within 14 days of receiving the returned item, or within 14 days of receiving evidence that it has been sent back if earlier. Where required, we will also refund the cost of standard outbound delivery. Your bank or card provider may take additional time to display the refund.

Treatment courses and appointments

Treatment courses and appointments are services and may be subject to separate booking, cancellation and rescheduling terms provided at the time of booking. Nothing in this policy affects your statutory rights.