Return and Refund Policy

Last updated: 1 August 2026

This policy applies to appointment services, physical products and digital content purchased from HEXIE Beauty Limited through hexiebeauty.co.uk, Shopify, BookX, Fresha or another authorised HEXIE Beauty booking or sales channel.

HEXIE Beauty Limited is registered in England and Wales under company number 15016177.

Nothing in this policy excludes, restricts or replaces any statutory consumer right that cannot legally be excluded.

1. Appointment bookings

1.1 Booking confirmation

An appointment is confirmed when you receive a confirmation from HEXIE Beauty or an authorised booking platform and any payment required at the time of booking has been successfully processed.

You are responsible for checking the treatment, date, time, location, price and contact details shown in your confirmation. Please contact HEXIE Beauty promptly if anything is incorrect.

1.2 Cancelling or rescheduling with at least 24 hours’ notice

Please provide at least 24 hours’ notice if you need to cancel or reschedule an appointment.

Where at least 24 hours’ notice is provided, no clinic cancellation charge will normally apply. Any amount already paid may, according to the circumstances and the payment method used, be transferred to a replacement appointment, held as account credit by agreement or refunded to the original payment method.

1.3 Cancelling or rescheduling with less than 24 hours’ notice

Where less than 24 hours’ notice is provided, HEXIE Beauty may charge up to 50% of the booked service price.

The amount charged will be limited to what is fair and reasonable in the circumstances, taking account of the appointment time reserved for you, costs already incurred, whether the appointment could reasonably be filled and HEXIE Beauty’s resulting loss.

Where part or all of the service price has already been paid, the applicable charge may be deducted from that payment. Where no advance payment has been collected, the amount may become payable before another appointment is accepted.

1.4 Missed appointments and no-shows

An appointment may be treated as a no-show where you do not attend and do not provide notice before the scheduled appointment time.

HEXIE Beauty may charge up to 100% of the booked service price for a no-show, limited to what is fair and reasonable in light of the loss caused by the missed appointment. Future appointments may require full advance payment.

1.5 Late arrivals

Please arrive at the agreed appointment time.

If you arrive late, HEXIE Beauty will make reasonable efforts to provide the treatment within the time remaining. The treatment may need to be shortened, adapted or postponed so that the next client is not affected and the treatment can be delivered safely.

If you arrive more than 15 minutes late and the treatment can no longer be carried out safely, properly or within the remaining time, the appointment may be cancelled. In that situation, HEXIE Beauty may charge up to 100% of the booked service price, limited to what is fair and reasonable in the circumstances.

Where a shortened treatment is provided because of late arrival, the original booked price will normally remain payable because the full appointment period was reserved for you.

1.6 Exceptional circumstances

HEXIE Beauty may consider genuine emergencies, unexpected illness and other exceptional circumstances individually.

When deciding whether to reduce or waive a cancellation charge, HEXIE Beauty may consider the notice provided, whether the appointment could be filled, costs already incurred, the client’s booking history and any reasonable supporting information.

A previous exception does not create an entitlement to the same exception in the future.

1.7 Statutory cancellation rights

These clinic cancellation rules operate alongside your statutory consumer rights.

Legal cancellation rights can differ depending on the nature of the service, how the contract was made and whether the service is booked for a specific date and time. Where a statutory cancellation right applies, HEXIE Beauty will honour it. Nothing in this policy is intended to remove a right that applies to your contract.

2. Consultation and treatment suitability

All treatments remain subject to consultation, informed consent, contraindication checks, complete and accurate client disclosure and HEXIE Beauty’s reasonable professional judgement.

Booking and paying for a treatment does not guarantee that the treatment will proceed.

HEXIE Beauty may recommend a different treatment, adapt the planned treatment, request further information, require a patch test or medical clearance, postpone treatment or decline treatment where reasonably necessary for safety, suitability, insurance requirements, professional standards or treatment integrity.

2.1 When HEXIE Beauty decides that treatment should not proceed

Where HEXIE Beauty decides that a booked treatment should not proceed for a reason that was not reasonably known to you before booking, you will normally be offered one or more of the following:

• a suitable alternative treatment;
• a replacement appointment;
• account credit; or
• a refund of the amount paid for the treatment that is not provided.

2.2 Incomplete, inaccurate or outdated information

You must provide complete, accurate and up-to-date information about anything that may affect treatment suitability, including medical conditions, medication, supplements, allergies, sensitivities, pregnancy or breastfeeding, recent illness, recent procedures, previous reactions, infections, wounds, skin conditions, skincare products and active ingredients.

You must tell HEXIE Beauty about any relevant change that occurs after completing a consultation or consent form.

Where treatment cannot proceed because relevant information was withheld, was inaccurate or was not updated, the appointment may be treated as a late cancellation where that is fair and reasonable in the circumstances.

3. Cancellations or changes by HEXIE Beauty

HEXIE Beauty may occasionally need to cancel, postpone, shorten or alter an appointment because of practitioner illness, emergencies, equipment or utility failure, room or premises issues, safety or suitability concerns, booking-platform problems or circumstances outside reasonable control.

Where HEXIE Beauty cancels an appointment before treatment is provided, you will normally be offered:

• a replacement appointment;
• account credit; or
• a refund of the amount paid for the cancelled service.

HEXIE Beauty is not responsible for separate travel, parking, accommodation, childcare, loss-of-earnings or other indirect costs, except where the law requires otherwise.

4. Treatment concerns and results

Individual results vary. A treatment is not automatically eligible for a refund because the result differs from an expectation, another client’s result, a previous experience, a photograph or video, or because more than one session or ongoing maintenance is recommended.

This does not affect your rights where a service was not performed with reasonable care and skill or did not otherwise conform to the contract.

Please contact HEXIE Beauty promptly if you have a concern following treatment so that the circumstances can be reviewed and appropriate advice or remedial action can be considered.

5. Physical skincare and retail products

This section applies when physical skincare or retail products are available from HEXIE Beauty.

5.1 Change-of-mind returns

For most physical products purchased online, you may notify HEXIE Beauty that you wish to cancel within 14 days after the day you receive the product.

After notifying HEXIE Beauty, the product must normally be returned within a further 14 days.

To qualify for a change-of-mind return, a product should be:

• unused;
• unopened where a hygiene or protective seal is provided;
• complete;
• in its original packaging; and
• handled only as reasonably necessary to inspect it.

You are normally responsible for the cost of returning a change-of-mind item. A tracked return service is recommended because the product remains your responsibility until it is received.

5.2 Items excluded from change-of-mind returns

A change-of-mind return may not be available for:

• sealed skincare, cosmetic or hygiene products once the seal has been broken;
• opened, used or contaminated products;
• personalised or made-to-order products;
• products that deteriorate or expire rapidly;
• digital content once supply has begun with the required consent and acknowledgement; or
• another item excluded from cancellation rights by law.

These exceptions do not affect your rights where a product is faulty, damaged, unsafe or not as described.

5.3 Faulty, damaged, unsafe or incorrect products

Please contact HEXIE Beauty promptly if a product arrives damaged, is faulty, is unsafe, is not as described, is missing from the order or differs from the item ordered.

Please provide your order number, a description of the issue and clear photographs where appropriate.

Your statutory rights may include a refund, repair, replacement or price reduction depending on the circumstances and the time elapsed. Where HEXIE Beauty confirms that a product was faulty, damaged or incorrectly supplied, reasonable return costs will be covered.

5.4 Refunds for returned products

Where a valid change-of-mind cancellation applies, HEXIE Beauty will refund the purchase price and the cost of the least expensive standard delivery method offered for the original order.

Additional amounts paid for premium, express or enhanced delivery are not refundable beyond the cost of standard delivery unless required by law.

HEXIE Beauty may reduce a refund to reflect loss in value caused by handling beyond what would reasonably be permitted when examining the product.

A refund may be withheld until the returned product is received or you provide evidence that it has been sent back, whichever occurs first.

6. Digital products and downloadable content

This section applies to The Skin Decoded Method™ and any other downloadable or electronically supplied content.

6.1 Digital delivery

Digital content may be supplied by email, secure download link, customer account, third-party digital-delivery service or another method described before purchase.

You are responsible for providing a correct email address, using a compatible device and suitable software, checking junk or spam folders and retaining the information needed to access your purchase.

6.2 Immediate digital access

Where you request immediate access to digital content, you may be asked to expressly consent to supply beginning during any applicable cancellation period and to acknowledge that your cancellation right may be lost once supply begins.

After access, delivery or download has begun following the required consent and acknowledgement, a change-of-mind refund will not normally be available.

6.3 Digital-content problems

Please contact HEXIE Beauty if digital content is inaccessible, incomplete, faulty or materially different from its description.

HEXIE Beauty will take reasonable steps to restore access, repair the issue, provide replacement access or offer another remedy required by law.

7. Refund processing

Approved refunds will normally be issued to the original payment method.

Where a refund is legally due, it will be processed without undue delay and within the applicable statutory timeframe.

After HEXIE Beauty issues a refund, the time taken for it to appear depends on the bank, card issuer, Shopify, Fresha or another payment provider.

HEXIE Beauty may request reasonable evidence of identity, payment, booking, purchase or return before processing a refund.

8. How to contact HEXIE Beauty

To request a cancellation, refund, return or review of a treatment concern, email admin@hexiebeauty.co.uk

Please include your full name, booking or order number, the email address used for the transaction, the appointment or product concerned and a clear explanation of your request.

HEXIE Beauty Limited
Registered office: 9 Newbank Chase, Chadderton, Oldham, OL9 0LE
Registered in England and Wales
Company number: 15016177
Website: hexiebeauty.co.uk

The registered office is not the clinic and must not be used for product returns or unscheduled visits unless HEXIE Beauty has expressly provided written instructions.