Refund policy
Last updated: October 2026
This Return and Refund Policy explains the cancellation, return, refund and related consumer-rights arrangements for treatment appointments, Clinic Consultations, physical skincare and digital products supplied by HEXIE Beauty, including The Skin Decoded Method™. The seller and service provider is HEXIE BEAUTY LIMITED, company number 15016177, registered in England and Wales.
Appointment preparation, consultation and consent, cancellation and lateness, suitability, results and aftercare are also explained in Client Care. Please read this policy alongside the Terms of Service and Shipping Policy. Nothing here excludes or restricts rights that cannot lawfully be excluded under UK consumer law.
On this page
- Treatment appointments, cancellations and lateness
- Consultation, suitability, results and cancelled services
- Skincare purchases and the 14-day cancellation period
- Faulty, damaged, incorrect or unsafe skincare
- Refund amounts, return postage and payment times
- The Skin Decoded Method™: digital content and personalised services
- Skincare purchased for free clinic collection
- How to cancel, raise a concern or use the model form
Treatment appointments, cancellations and lateness
Appointments and consultations are booked for an individual client. Time is reserved for the selected service, and appointment information supplied at booking should be reviewed carefully. The full client-facing preparation and appointment guidance is available in Client Care.
Standard notice and charges
- At least 24 hours before the appointment: cancellation or rescheduling normally carries no late-cancellation charge.
- Less than 24 hours before the appointment: a cancellation charge of up to 50% of the booked service price may apply.
- Missed appointment or no-show: a charge of up to 100% of the booked service price may apply.
- More than 15 minutes late: the service may be shortened, adapted or cancelled if it cannot safely or reasonably be completed within the remaining time. If the appointment is cancelled due to lateness, a charge of up to 100% may apply.
Charges will be assessed fairly, with regard to the circumstances, any loss actually suffered, any costs reasonably saved and applicable consumer law. They are not intended to operate as an unlawful penalty. Where a booking has been prepaid, any lawful charge may be taken from the amount paid and the balance refunded where due.
Use the cancellation or rescheduling facility included with your booking, where available, or contact HEXIE Beauty through an established contact route. Where you are relying on a statutory right, clearly state that you are cancelling the contract. Sending a clear cancellation notice within the applicable period is what matters; an acknowledgement need not arrive before the deadline.
Statutory cancellation rights for services
Where a service contract is concluded online or at a distance, you may have a 14-day statutory cancellation period beginning on the day the service contract is made, unless an exception applies. The ordinary 24-hour appointment policy does not override such rights.
If you expressly request that a service starts within an applicable statutory cancellation period and subsequently exercise a valid cancellation right, you may be required to pay a lawful proportionate amount for service already supplied. Where a service has been fully performed after the required express request and acknowledgement, the statutory right to cancel that service may be lost. Whether these rules apply depends on the transaction and whether the relevant legal conditions have been met.
If the law requires a cancellation right to be honoured, HEXIE Beauty will do so even if your appointment falls within 24 hours.
Consultation, suitability, results and cancelled services
Booking or paying for a treatment does not guarantee that it can proceed. The information supplied in a consultation is reviewed before the appointment, and suitability may be confirmed again on the day. Treatments may be changed, postponed or declined where indicated by professional assessment, relevant history, contraindications or other safety considerations.
Clients should provide accurate information about relevant health conditions, medication, allergies, pregnancy or breastfeeding where relevant, recent procedures and changes affecting suitability. See Client Care for consultation, consent, preparation and aftercare requirements.
If HEXIE Beauty cancels a paid appointment and a suitable alternative cannot be agreed, the amount paid for a service that will not be provided will be refunded where due. If a service cannot proceed for reasons arising from relevant undisclosed information, any charge or refund will be considered in line with the booking agreement, the circumstances and consumer law rather than under an automatic blanket forfeiture.
Cosmetic results vary according to skin condition, health, individual response, skincare, treatment history, lifestyle, frequency and aftercare. A particular aesthetic result cannot be guaranteed. Before-and-after images, reviews and examples show individual experiences rather than a promise of identical results. This does not affect remedies where services are not performed with reasonable care and skill or otherwise fail to meet applicable standards.
Medical and educational boundary
HEXIE Beauty provides cosmetic treatments and skin education. These are not a medical diagnosis, medical treatment or a substitute for the advice of a qualified healthcare professional. Persistent, severe or unexplained symptoms should be reviewed by an appropriate healthcare professional. See Client Care and the Legal Notice.
Skincare purchases and the 14-day cancellation period
For most eligible skincare goods bought online, you have a legal right to cancel the purchase without giving a reason within 14 days after the day on which you, or a person you nominate, takes physical possession of the goods. Where a single order arrives in separate deliveries, the applicable period generally runs from receipt of the last item. The right may also apply to eligible goods purchased online for later clinic collection.
To exercise a cancellation right, send HEXIE Beauty a clear statement of your decision before the relevant cancellation period expires. After notifying us, you generally have a further 14 days to return eligible goods. You may use the model cancellation form below, but you do not have to use that form or provide a reason.
Only handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning. A lawful deduction for diminished value may apply where handling goes beyond what would be permitted when assessing the goods in a shop. Opening an outer postage box is not, by itself, a reason to refuse a statutory cancellation.
Hygiene-sealed skincare
For certain products that are genuinely unsuitable for return for health protection or hygiene reasons, and that were supplied sealed, the change-of-mind cancellation exception may apply once the relevant hygiene seal is broken after delivery. This is a product-specific legal exception. It does not mean that all skincare products are non-returnable once their packaging has been opened. We will assess the nature of the item and whether the exception actually applies.
Hygiene-related limits on change-of-mind returns do not prevent legal remedies if goods are faulty, damaged, incorrectly supplied, unsafe or not as described.
Requesting return instructions
Contact HEXIE Beauty through website chat, the contact facility in Client Care, an official social-media private message or an already-established SMS or WhatsApp conversation. State your order number, the item and whether you are cancelling, reporting a fault or requesting assistance. The appropriate return address and practical instructions will be supplied after communication.
Do not send skincare returns to the clinic or registered office unless specifically instructed. Contacting HEXIE Beauty for instructions is helpful, but you do not need permission before exercising an applicable statutory cancellation right, and the request for instructions does not extend or reduce the legal cancellation period.
Faulty, damaged, incorrect or unsafe skincare
Skincare goods must satisfy the applicable standards of the Consumer Rights Act 2015, including being as described, of satisfactory quality and fit for purpose where the law requires. If a product is faulty, incorrectly supplied, damaged when it reaches you or otherwise does not meet the legal standard, contact HEXIE Beauty promptly.
Depending on the circumstances, you may be entitled to the short-term right to reject, a repair or replacement, a price reduction or a refund. The short-term right to reject faulty goods generally lasts 30 days, subject to the relevant statutory rules; remedies may continue after that period. A manufacturer warranty, if any, is in addition to, not a replacement for, statutory rights.
Where practical, keep your order details, the affected item and its packaging, and photographs of the issue. These help investigate postal damage, manufacturing faults or a picking error. They are not prerequisites that override your legal rights.
Where HEXIE Beauty is responsible for an incorrect or non-conforming item, return, collection or replacement arrangements will be made at no unreasonable cost to you and in accordance with law. If you have had an unexpected skin reaction, stop using the product and seek appropriate healthcare advice if the reaction is significant; reporting a reaction does not automatically establish that a product is legally faulty, and your rights will be assessed fairly.
Refund amounts, return postage and payment times
Change-of-mind refunds for goods
Following a valid statutory cancellation of an eligible goods purchase, the refund will cover amounts required by law. Where required, this includes the cost of the least expensive standard outbound delivery offered for the relevant order. Extra cost incurred by choosing a more expensive delivery method may not be refunded.
Where eligible goods are being returned, HEXIE Beauty will normally issue the refund within 14 days after receiving the goods back or receiving evidence that they have been sent back, whichever is earlier. If goods are not to be returned, different statutory timing rules may apply. Any permitted deduction for diminished value will be explained.
Who pays return postage?
For a valid change-of-mind return, you will normally be responsible for the direct cost of returning goods unless HEXIE Beauty agrees otherwise or the law requires otherwise. For faulty, incorrect or legally non-conforming items, HEXIE Beauty will bear appropriate reasonable return costs where legally responsible.
Payment method and adjustments
Refunds will normally be made using the original payment method, unless another method is expressly agreed where lawful. The payment provider may take additional time to show the refund on your statement. Please contact HEXIE Beauty if you believe a charge was duplicated, taken incorrectly or made against an order that could not be fulfilled.
Where an order includes both physical and digital products or services, each component will be treated according to its relevant contractual terms and statutory rights. A delivery fee is not charged for digital-only content.
The Skin Decoded Method™: digital content and personalised services
The Skin Decoded Method™ is a structured educational and personalised skin review experience. Following successful payment, the purchaser is given immediate access to 14 video lessons through a private client portal. The subsequent journey includes a Skin Discovery Consultation, Three-Day Baseline Observation, a Personal Skin Decoded Review, a chance to ask questions about that review, a later three-to-four-week progress check-in and Method completion. Stages are described on the sales page and in the portal.
Immediate digital content and change-of-mind cancellation
Before access to immediately supplied digital content begins within an applicable cancellation period, customers are required to provide express consent to early supply and acknowledge that the statutory change-of-mind cancellation right for that digital content will be lost once supply begins, where the legal requirements are met. Relevant consent and acknowledgement should also be confirmed in the required contractual confirmation.
Where those legal conditions have been met and digital content supply has started, no change-of-mind refund is offered for that digital content. Choosing not to watch lessons, not to use the portal or not to complete the Method does not, by itself, establish a refund entitlement.
Personalised service elements are treated separately
The Method contains personalised services as well as digital content. Statutory cancellation rights relating to service components must be assessed separately and are not automatically extinguished by commencing video access. If a client validly cancels a service during an applicable cancellation period, a proportionate charge for service already supplied may be due only where the legal requirements have been satisfied. If full performance has taken place following the legally required request and acknowledgement, the right to cancel that service may be lost. Refunds, where due, will be calculated accordingly.
Access problems, incomplete delivery and quality
If you cannot access an included video, account feature or promised resource, contact HEXIE Beauty through an authorised route before repurchasing. We will investigate and take appropriate steps to correct an access problem. The usual remedy may involve restoring access or fixing the digital content, but other statutory remedies remain available where required. Digital content must meet applicable consumer standards, and personalised services must be carried out with reasonable care and skill.
Delivery of personalised elements depends on the client submitting required information. Where a client has not completed the necessary consultation or baseline material, the review may not be ready. This does not give HEXIE Beauty permission to ignore its contractual or statutory responsibilities.
Educational scope and individual results
The Method supports skin understanding, personal reflection and skincare decisions. It is not medical diagnosis, prescribed treatment, psychotherapy or dietetic care. Personalised observations are based on client-supplied information and do not guarantee a particular improvement. This does not remove any statutory remedy where promised content or services are deficient.
Skincare purchased for free clinic collection
Eligible skincare products can be paid for online and collected from the London clinic by prior agreement, with no delivery charge. Collection is not a walk-in service and is not automatically confirmed when the order is placed. Wait until a collection time and location have been agreed.
Where statutory cancellation rights apply to a distance purchase of goods, selecting clinic collection does not, by itself, remove them. The period normally runs from receipt or collection of the goods, as applicable. The registered office is not the collection point.
How to cancel, raise a concern or use the model form
For a new enquiry, use the website chat or the contact facility within Client Care, or send a private message to an official HEXIE Beauty social-media account. If you already have an established SMS or WhatsApp conversation with HEXIE Beauty, you may continue using it.
Please give enough information for us to identify the booking or order, such as the date, product or treatment, name and order number where available. For a statutory cancellation, a clear statement of your decision is sufficient and can be sent through an appropriate communication channel. Do not publicly share health details or payment card information.
Optional model cancellation form
You can copy and use the following information to communicate a cancellation where a statutory right applies. Use of this form is optional.
To: HEXIE BEAUTY LIMITED, 9 Newbank Chase, Chadderton, Oldham, OL9 0LE, United Kingdom.
Notice: I hereby give notice that I cancel my contract for the following goods or services.
- Goods or service: ____________________
- Ordered or booked on: ____________________
- Received on, if applicable: ____________________
- Name: ____________________
- Address: ____________________
- Order reference, if available: ____________________
- Date: ____________________
- Signature, only if submitting this notice on paper: ____________________
This registered office is available for formal correspondence, but it is not a physical skincare return address. Product return instructions will be provided separately.
Legal rights and complaints
All concerns will be reviewed fairly. Nothing in this policy limits your legal remedies under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable law. For broader client guidance, visit Client Care; for other website terms, see the Terms of Service.