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Terms and conditions

Home » Terms and conditions
1. About Us
This website is operated by Nicola Haywood Aesthetics
These Terms apply only to purchases made through our online shop. In-clinic treatments and services at Nicola Haywood Aesthetics are covered by separate clinic terms and consent forms provided at the time of treatment.
By using our Website and/or placing an order, you agree to be bound by these Terms and Conditions (“Terms”).
2. Use of Our Website
2.1 You agree to use the Website only for lawful purposes and in a way that does not infringe the rights of, restrict or inhibit anyone else’s use of the Website.
2.2 We try to keep the Website available at all times, but we cannot guarantee uninterrupted or error-free access. Access may be suspended or restricted temporarily for maintenance, updates or for reasons beyond our control.
2.3 You must not:
  • Copy, reproduce or exploit any part of the Website for commercial purposes without our written consent.
  • Use any data-mining, robots or similar data-gathering tools.
  • Attempt to gain unauthorised access to the Website, servers or related systems.
2.4 The content on the Website is provided for general information only and is not medical advice. You should always follow product instructions and, where appropriate, seek advice from a medical professional.
3. Your Account
3.1 If you create an account on our Website, you are responsible for:
  • Keeping your login details and password confidential.
  • Restricting access to your device to prevent unauthorised use.
  • Informing us immediately if you believe your account is being used without your permission.
3.2 You must ensure the information you provide is accurate and kept up to date. You can update your details in the “My Account” section of the Website.
3.3 We reserve the right, at our discretion, to:
  • Refuse access to the Website.
  • Suspend or close accounts.
  • Cancel orders where we reasonably suspect fraud, misuse, bulk purchasing for resale, or other inappropriate activity.
If we cancel an order, any payment taken will be refunded.
4. Our Products (Online Shop Purchases Only)
4.0 This section relates to skincare and beauty products purchased via our online shop, not to in-clinic treatments or procedures.
4.1 We sell beauty, skincare and cosmetic products for external, personal use only, unless clearly stated otherwise.
4.2 Product descriptions, ingredients, images and information are provided in good faith and are usually supplied by manufacturers or distributors. While we aim for accuracy:
  • Packaging and formulations can occasionally change.
  • Colours and appearance may vary slightly from images shown.
  • Results can vary depending on skin type, medical history, other products being used, medication and lifestyle factors.
4.3 We recommend that you:
  • Carefully read the full ingredients list before purchase and before first use.
  • Perform a patch test before using a new product, especially if you have sensitive or reactive skin.
  • Check compatibility with any prescription creams, medications or in-clinic treatments.
4.4 We may occasionally send free samples or small complimentary items with your order. These:
  • Are subject to availability.
  • May vary from those advertised.
  • Have no cash value and cannot be exchanged or refunded.
5. Medical & Allergy Disclaimer
5.1 Our products and information on the Website are not a substitute for professional medical advice, diagnosis or treatment.
5.2 You should consult a doctor, pharmacist or appropriate healthcare professional before using our products if you:
  • Have a known skin condition, allergy or medical condition.
  • Are taking medication that may affect the skin.
  • Are pregnant, planning pregnancy or breastfeeding.
5.3 You are responsible for:
  • Reviewing all product ingredients prior to purchase and use.
  • Carrying out patch tests where appropriate.
  • Discontinuing use immediately and seeking medical advice if you experience any irritation, reaction or adverse effect.
5.4 We do not accept liability for any adverse reaction where you have:
  • Failed to check ingredients or patch test.
  • Not followed product instructions or warnings.
  • Not sought medical advice when reasonably necessary,
except where we are required to do so by law.
6. How to Place an Order & Our Contract With You
6.1 Orders can be placed through the Website by following the on-screen instructions. You will have the opportunity to review and amend your order before you submit it.
6.2 After you place an order, we will send an email acknowledging receipt. This does not mean your order has been accepted.
6.3 Our acceptance of your order takes place when we send you a dispatch confirmation email. At that point a contract is formed between you and us.
6.4 We may decline or cancel an order if:
  • The product is out of stock.
  • We identify an error in pricing or description.
  • We reasonably suspect fraud or unauthorised activity.
  • We are unable to meet a requested delivery timeframe or to deliver to your location.
Any payment taken for a cancelled order will be refunded.
6.5 All orders are processed in pounds sterling (GBP). If your bank or card provider operates in another currency, exchange rates and any additional charges are set by them and are your responsibility.
7. Price, Payment & Third-Party Finance
7.1 The price of products is as shown on the Website at the time you place your order. All prices:
  • Are in pounds sterling (GBP).
  • Include UK VAT where applicable.
7.2 We take reasonable care to ensure prices are correct, but errors may occur. If we discover a pricing error after you have placed an order:
  • We will contact you to confirm whether you wish to proceed at the correct price, or cancel the order.
  • If we cannot contact you, or you choose to cancel, we will refund any payment taken.
7.3 We accept the payment methods shown at checkout, which may include (for example) debit card, credit card, PayPal and other approved payment services.
7.4 Payment is taken at the time you place the order, once card details have been validated. You confirm that the payment method used belongs to you or that you are authorised to use it.
7.5 If we offer “buy now, pay later” or other credit/instalment options through a third-party provider (for example a finance or payment company):
  • Your agreement for those services is between you and the finance provider, not us.
  • Their separate terms and conditions and privacy notice will apply.
  • Late or missed payments may affect your credit rating.
  • These services are generally for UK residents aged 18 or over, subject to status.
8. Discount Codes, Promotions, Loyalty & Free Gifts
8.1 From time to time we may offer:
  • Discount codes or promotional codes.
  • Loyalty schemes or reward points.
  • Free gifts, samples or bundles with purchase.
All such offers:
  • Are subject to availability.
  • May be withdrawn, suspended or amended at any time.
  • Have no cash value and are non-transferable.
8.2 Unless we state otherwise:
  • Only one discount or promotion code can be used per order.
  • Discount codes cannot be used in combination with reward points or loyalty vouchers.
  • Discount codes cannot usually be applied to products that are already discounted or part of a promotional bundle.
  • Discount codes and loyalty vouchers may exclude certain brands or product ranges.
  • Discount codes are not valid on gift vouchers or gift cards.
8.3 New-subscriber or sign-up discounts (for example, for email or SMS subscription):
  • Are typically available to new subscribers only.
  • May require you to remain subscribed to marketing communications to qualify.
  • Are only available on orders delivered within the United Kingdom.
8.4 Free gifts and promotional items:
  • Are strictly limited to one per customer/household unless stated otherwise.
  • May differ in brand or type from those pictured, depending on stock.
  • Will not be provided where an order is cancelled or refunded in full.
8.5 We reserve the right to cancel or refuse any order where we reasonably believe promotions or free gifts are being abused (for example, multiple orders solely to obtain repeated free gifts).
9. Delivery
9.1 We deliver to UK addresses only. We do not currently ship outside the United Kingdom.
9.2 Delivery options, timescales and charges will be shown at checkout before you confirm your order.
9.3 Any delivery dates or times given are estimates. While we will use reasonable efforts to meet them, they are not guaranteed.
9.4 Risk in the products passes to you once they have been delivered to the delivery address you provided (or to a safe place/neighbour if you have chosen or permitted this option). Ownership passes once we have received payment in full.
9.5 If you provide an incorrect or incomplete delivery address, or request delivery to a forwarding or consolidation service, we are not responsible for:
  • Delays or failure to deliver.
  • Loss, damage or theft once the parcel has been delivered to the address you specified.
9.6 Delayed or missing parcels
If your parcel is delayed or appears to be missing:
  • Please contact us so we can investigate with the carrier.
  • We may need to wait a reasonable period (reflecting the carrier’s policies) before formally treating the parcel as lost.
  • We will work with you and the carrier to resolve the issue and, where appropriate, offer a replacement or refund in line with your statutory rights.
10. Your Right to Cancel (Consumers – Distance Selling)
This section applies if you are a consumer (i.e. a private individual buying for personal use).
10.1 Under the Consumer Contracts Regulations 2013, you generally have the right to cancel your online order within 14 days of receiving the products, without giving a reason, subject to the hygiene exceptions below.
10.2 The cancellation period:
  • Starts on the day after you (or someone you nominate) receives the products.
  • Ends 14 days later.
10.3 To cancel, you must inform us clearly by email using our contact details in section 1.
10.4 Hygiene & safety exception:
For reasons of health protection and hygiene, your right to cancel does not apply to products that:
  • Have been opened, unsealed or used, and
  • Are not suitable for return once these seals are broken (e.g. skincare, cosmetics),
unless we have supplied them in error or they are faulty.
10.5 If you cancel an eligible order:
  • You must return the products to us at your own cost (unless we agree otherwise or the products are faulty).
  • Products must be returned within 14 days of notifying us of cancellation.
  • We will refund the price paid (including standard delivery costs, but not extra costs for premium delivery) within 14 days of receiving the goods back or evidence that you have sent them back, whichever is sooner.
10.6 We may make a deduction from your refund for any loss in value if the products have been handled more than is necessary to establish their nature, characteristics and functioning.
11. Returns, Faulty Products & Adverse Reactions
11.1 If a product is faulty, damaged in transit or not as described, you may have a right to a repair, replacement or refund under the Consumer Rights Act 2015.
11.2 Please contact us as soon as reasonably possible via email with:
  • Your order details.
  • A description of the issue.
  • Photos if applicable (e.g. damaged goods, incorrect items, visible reaction).
11.3 Depending on the issue, we may:
  • Ask you to return the product for inspection.
  • Offer a replacement, alternative product or refund.
  • Ask for additional information (e.g. when and how the product was used, what other products were used at the same time).
11.4 Reactions to products
Because individual skin types and sensitivities vary:
  • It is your responsibility to patch test and check suitability.
  • If you believe you have had an adverse reaction, stop using the product immediately and seek medical advice if necessary.
  • Please notify us promptly in writing with details and photographs of the reaction so we can log and, if needed, raise it with the manufacturer.
11.5 Nothing in these Terms affects your statutory rights.
12. Products for Personal Use Only
12.1 Our products are intended for personal, non-commercial use only.
12.2 You must not resell our products for commercial purposes without our prior written consent. We reserve the right to refuse or cancel orders that appear to be for resale (for example, unusually large or repeated bulk orders).
13. Limitation of Liability
13.1 Nothing in these Terms limits or excludes our liability for:
  • Death or personal injury caused by our negligence.
  • Fraud or fraudulent misrepresentation.
  • Any other liability that cannot be limited or excluded under UK law.
13.2 Subject to the above, we will not be liable for:
  • Loss of profits, sales, business or revenue.
  • Loss of business opportunity, goodwill or reputation.
  • Indirect or consequential loss or damage.
13.3 Our total liability to you in respect of any claim arising out of or in connection with a contract shall not exceed the total amount paid by you for the products in that order.
13.4 We are not liable for loss, damage or issues arising from:
  • Misuse or failure to follow instructions for use.
  • Failure to check ingredients or patch test.
  • Delivery to forwarding addresses or safe places you have selected,
except where required by law.
14. Intellectual Property
14.1 All content on the Website (including text, images, graphics, logos, icons and layout) is owned by or licensed to us and is protected by copyright, trade mark and other intellectual property laws.
14.2 You may:
  • View and print pages from the Website for your personal use only.
You may not, without our written consent:
  • Copy, reproduce, modify, distribute or use any content for commercial purposes.
  • Use our trade marks or branding in any way that may cause confusion or imply endorsement.
15. Privacy, Data Protection & Security
15.1 We process your personal data in accordance with UK data protection laws, including the UK GDPR and the Data Protection Act 2018.
15.2 Our Privacy Policy explains in detail how we collect, use and protect your personal data. By using the Website and placing an order, you acknowledge that you have read and understood our Privacy Policy.
15.3 Payments made through the Website are processed by secure third-party payment providers. We do not store your full card details on our systems.
16. Cookies
16.1 Our Website uses cookies and similar technologies to function properly, to improve your experience and to help us analyse site usage.
16.2 For more information about the cookies we use and how to manage your cookie preferences, please see our Cookie Policy, which forms part of these Terms.
17. Communications & Electronic Notices
17.1 When you visit the Website or send us emails, you are communicating with us electronically.
17.2 We may communicate with you by email or by posting notices on the Website. For contractual purposes, you agree to receive communications from us electronically and acknowledge that all agreements, notices and other communications we provide to you electronically satisfy any legal requirement that such communications be in writing.
This does not affect your statutory rights.
18. Changes to the Website & These Terms
18.1 We may update or change the Website, our policies, and these Terms from time to time.
18.2 Any changes to the Terms will take effect when they are posted on the Website. It is your responsibility to read the Terms each time you use the Website. Your continued use of the Website or placing of orders after changes are posted means you agree to be bound by the updated Terms.
19. Governing Law & Jurisdiction
19.1 These Terms and any dispute or claim arising out of or in connection with them or their subject matter are governed by the laws of England and Wales.
19.2 You and we both agree that the courts of England and Wales will have exclusive jurisdiction, except that if you are a resident of Scotland or Northern Ireland, you may also bring proceedings in your local courts.
20. Contact Us
If you have any questions about these Terms, our products or your order, please contact us:
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