Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 21st August 2014.

Please check the items in your order upon receipt, and always before use. If you notice any errors please notify us immediately so we can investigate.

Please contact us at prior to attempting a return so that we can authorise this, speeding up the process for you. A model email template is included below.

Your statutory rights

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: or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

Right to Cancel

You have the right to cancel the contract for non-prescription items within 14 days without giving reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods. Prescription items will be supplied on a named patient basis following an in depth consultation, and as such cancellation is not available. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by sending us an email). Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.

Effects of Cancellation

If you cancel this contract, we will reimburse to you all payments received from you, excluding the cost of delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than:

(a) 14 days after the day we receive back from you any goods supplied; or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.

Email Cancellation Template

I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on:
Order number:
Name of customer:
Address of customer:
Signature of customer (only if sent by paper):

What should I do if I receive an incorrect item?

Please accept our apologies if you have received an incorrect item. Whilst we try to maintain high standards at all times when packaging your order, mistakes can occur from time to time. We will deal with your query with speed and minimize any inconvenience to you. Each case will be reviewed individually when considering the return of the product. We may occasionally ask you to provide further information, such as a picture, so that we can decide on the best course of action.

What should I do if my item is damaged?

Please accept our apologies if you have received a damaged item. We have taken every care to package your goods to prevent any damage during transit, but it is possible problems may arise.

Please do not refuse delivery, but accept the goods and contact us immediately. We ask this since refusal can actually delay the parcel being returned and our ability to resolve the problem. Please send us an email to and attach any pictures of the damaged item to the email. We will review the information and resolve your query efficiently.

How do I arrange a return?

Please contact our Customer Service team to arrange your return at

We will need to know your order number, the item you want to return and the reason for return. We will then provide you with a unique returns authorisation number and instructions for arranging your return.

Please package the item securely (ideally in the original packaging) and ensure our returns form is inside the box, as we will be unable to process your return without this.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it 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 us. 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 to return an item where the return is required due to our error. For instance:

  • If we sent you the wrong item
  • If the item is damaged or faulty
  • Where you are returning a substitute item which you do not want to keep

We will not refund postage costs to return items that 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.


If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact us at, or by post at:

Illuminate Skin Clinic Ltd,
Suite 24,
50 Churchill Square,
Kings Hill,
ME19 4YU.