Refund policy
Last updated: 01 August 2026
This Return & Refund Policy explains how cancellations, returns and refunds are handled for treatment appointments, physical products and digital content purchased from HEXIE Beauty.
Nothing in this policy affects your statutory rights under UK consumer law.
Treatment Appointments
Treatment appointments are reserved specifically for each client and are subject to the HEXIE Beauty Cancellation & Lateness Policy.
- 24 hours or more before your appointment: no cancellation charge applies.
- Less than 24 hours before your appointment: a charge of 50% of the booked appointment price may apply.
- No-show: a charge of 100% of the booked appointment price may apply.
- 15 minutes or more late: where there is no longer sufficient time to carry out the treatment safely and appropriately, the appointment may need to be cancelled and a charge of 100% of the booked appointment price may apply.
Please review the full Cancellation & Lateness Policy before booking.
Online Booking & Statutory Cancellation Rights
Where statutory cancellation rights apply to a service booked online, those rights take priority over the clinic cancellation policy.
If you expressly request a service to begin during an applicable statutory cancellation period, you may be required to pay for the proportion of the service supplied before cancellation. Where a service has been fully performed following the legally required request and acknowledgement, the statutory cancellation right may be lost where permitted by law.
Treatment Suitability
Booking or paying for an appointment does not guarantee that treatment will be carried out.
Treatment may be adapted, postponed or declined where it is not considered suitable or appropriate following consultation or assessment.
If HEXIE Beauty determines that a treatment cannot appropriately proceed and an alternative arrangement cannot reasonably be agreed, any amount paid specifically for treatment that will not be supplied will be handled appropriately, including refunding any amount due.
Treatment Results
Treatment outcomes vary between individuals. Skin condition, health, lifestyle, skincare, aftercare, treatment response and other individual factors may influence results.
Photographs, testimonials, treatment descriptions and examples of previous results are provided for general information and do not guarantee an identical outcome.
A result differing from an individual's expectations does not by itself mean that a treatment was performed incorrectly.
Nothing in this policy affects your statutory rights where a service has not been provided with reasonable care and skill or otherwise fails to meet applicable consumer law.
Physical Products: Change of Mind
Where you purchase eligible physical goods online, you may have a statutory right to cancel the purchase within 14 days after receiving the goods without giving a reason.
After notifying HEXIE Beauty that you wish to cancel, eligible goods should be returned within the applicable legal return period.
Products must be returned with reasonable care. A deduction may be made where handling has gone beyond what would reasonably be necessary to establish the nature, characteristics and functioning of the product and this has reduced its value.
You will normally be responsible for the direct cost of returning a change-of-mind item unless HEXIE Beauty has agreed otherwise or applicable law requires otherwise.
Please contact HEXIE Beauty before returning an item so that appropriate return instructions can be provided. Do not send product returns to the clinic unless specifically instructed to do so.
Hygiene-Sealed Products
Some skincare, beauty or personal-care products may be supplied sealed for health protection or hygiene reasons.
Where permitted by law, the right to cancel for a change of mind may no longer apply once a hygiene seal has been broken on goods that are not suitable for return for health protection or hygiene reasons.
This does not affect your rights where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet your statutory rights.
Faulty, Damaged or Incorrect Products
If a physical product is faulty, damaged, incorrectly supplied or not as described, please contact HEXIE Beauty as soon as reasonably possible.
You may be entitled to a refund, repair or replacement in accordance with UK consumer law.
You may be asked to provide your order information and photographs or other reasonable evidence so the issue can be investigated.
Refunds for Returned Physical Products
Where a refund is due following a valid cancellation or return, it will be processed in accordance with applicable consumer law.
Where required, the original standard delivery charge will also be refunded. Additional delivery costs resulting from choosing a delivery method more expensive than the standard option are not necessarily refundable.
Refunds will normally be issued to the original payment method.
Digital Products & Downloads
Digital products may include downloadable guides, documents, educational resources or other digital content supplied electronically by HEXIE Beauty.
Where digital content is made available immediately after purchase, you may be asked to expressly consent to supply beginning during the statutory cancellation period and acknowledge that your right to cancel will be lost once supply begins, where permitted by law.
Where the applicable legal requirements have been satisfied and access to the digital content has begun, a change-of-mind refund will not normally be available.
This does not affect your statutory rights if digital content is faulty, not as described or does not otherwise meet applicable consumer requirements.
Duplicate or Incorrect Payments
If you believe you have been charged twice or an incorrect amount has been taken, please contact HEXIE Beauty with the relevant booking or order information so the payment can be investigated.
Refund Processing
Where HEXIE Beauty agrees or is legally required to provide a refund, it will normally be submitted to the original payment method.
Once a refund has been issued, the time taken for it to appear may depend on your bank or payment provider.
Contact About a Return or Refund
For a new enquiry, use the HEXIE Beauty website chat or send a private message through an official HEXIE Beauty social media account.
If you already have an established WhatsApp or SMS conversation with HEXIE Beauty, you may continue using that conversation.
Your Statutory Rights
Nothing in this policy excludes, restricts or replaces rights or remedies that cannot lawfully be excluded under applicable consumer law.