Refund and Returns Policy

Last updated: January 2026

This Refund and Returns Policy explains how Botox UK handles returns, refunds, cancellations, damaged items, incorrect orders, and product issues.

This policy applies to purchases, enquiries, and orders made through botoxuk.co.uk or directly with Botox UK.

Because we supply professional aesthetic, medical, prescription-only, temperature-sensitive, or hygiene-sensitive products, returns may be restricted for safety, regulatory, and product integrity reasons.

1. Professional-Only Supply

Botox UK is intended for eligible UK professionals, clinics, qualified practitioners, and authorised prescribers.

Our products and services are not intended for members of the public seeking to purchase prescription-only medicines for self-use or self-administration.

By placing an order or submitting an enquiry, you confirm that you are purchasing for professional purposes and that you are legally eligible to request, purchase, handle, prescribe, supply, or administer the products concerned.

2. Prescription-Only and Restricted Products

Certain products available through Botox UK may be prescription-only medicines or restricted professional-use products.

For safety, legal, and product integrity reasons, we may be unable to accept returns of prescription-only, temperature-sensitive, sterile, injectable, opened, or hygiene-sensitive products once they have been dispatched, delivered, opened, unsealed, or handled outside our control.

This is because we cannot guarantee that returned products have been stored, transported, handled, or maintained according to the required standards.

3. Products That Cannot Usually Be Returned

Unless the item is faulty, damaged on arrival, incorrectly supplied, or we have agreed otherwise in writing, we generally cannot accept returns for:

  • Prescription-only medicines
  • Botulinum toxin products
  • Injectable aesthetic products
  • Temperature-sensitive products
  • Refrigerated or cold-chain products
  • Sterile products
  • Opened or unsealed products
  • Products with damaged packaging or broken seals
  • Products that have left the required storage conditions
  • Products that are expired or close to expiry after being held by the customer
  • Products that have been used, tampered with, or handled incorrectly
  • Products returned without prior written authorisation

4. Damaged, Faulty, or Incorrect Items

Please check your order carefully as soon as it arrives.

You must contact us immediately if:

  • The item is damaged on arrival
  • The item appears faulty
  • You received the wrong product
  • Part of your order is missing
  • The packaging appears tampered with
  • There is a temperature-control concern
  • The product appears unsuitable for safe professional use

Please contact us within 24 hours of delivery for temperature-sensitive, refrigerated, injectable, or prescription-only products.

For other products, please contact us within 48 hours of delivery.

When contacting us, please provide:

  • Your order number
  • Your full name or clinic name
  • Delivery date
  • Product name
  • Batch number, where available
  • Clear photographs of the product and packaging
  • A description of the issue
  • Any courier or delivery damage evidence

We may ask you to keep the product and packaging safely while we investigate.

5. Returns Must Be Authorised First

Do not return any product without contacting us first.

Returned products sent without written authorisation may be refused, rejected, or destroyed where necessary for safety or compliance reasons.

If a return is approved, we will provide return instructions. You must follow these instructions carefully.

6. Refunds

Refunds may be offered where:

  • The product is confirmed to be faulty
  • The product was damaged before delivery
  • We supplied the wrong item
  • We are unable to fulfil an accepted order
  • We agree to cancel an order before dispatch
  • A refund is required under applicable law

Refunds will usually be made to the original payment method.

Refund processing times may vary depending on your bank, card provider, or payment processor.

7. Replacements and Credits

Where appropriate, we may offer:

  • A replacement product
  • Store credit
  • Partial refund
  • Full refund
  • Alternative product, subject to availability and eligibility

The remedy offered will depend on the product type, issue reported, evidence provided, and whether the product can be safely assessed or returned.

8. Order Cancellations

You may request to cancel an order before it has been processed or dispatched.

Once an order has been dispatched, cancellation may not be possible, especially for prescription-only, injectable, refrigerated, temperature-sensitive, sterile, or hygiene-sensitive products.

To request cancellation, contact us as soon as possible at:

Email: sales@botoxuk.co.uk
Phone: +44 7862 373220

Cancellation is not confirmed until we have acknowledged it in writing.

9. Delivery Refusal or Failed Delivery

If you refuse delivery or fail to accept delivery of an order, you may still be responsible for:

  • Delivery charges
  • Return courier costs
  • Product loss or damage
  • Temperature-control failure
  • Restocking or disposal costs
  • The full product cost where the item cannot be safely resold

This is especially important for refrigerated, injectable, prescription-only, or temperature-sensitive products.

10. Temperature-Sensitive Products

Some products may require controlled storage or transport conditions.

Once delivered, it is your responsibility to ensure the product is checked, accepted, stored, and handled according to the required instructions.

We may be unable to refund or replace temperature-sensitive products if:

  • Delivery was accepted but the product was not stored correctly
  • The delivery was missed or refused
  • The product was left unattended due to incorrect delivery instructions
  • The product was not checked within the required timeframe
  • The product was returned without approved cold-chain handling

11. Customer Error

We are not responsible for refunding or replacing products where the issue is caused by customer error, including:

  • Ordering the wrong product
  • Providing incorrect delivery details
  • Failing to meet professional eligibility requirements
  • Failing to store or handle the product correctly
  • Missing the delivery
  • Opening, using, damaging, or tampering with the product
  • Attempting to return a restricted item without authorisation

12. Non-Returnable Professional Items

In addition to restricted medical or aesthetic products, some professional supplies may be non-returnable if they are:

  • Sealed for health or hygiene reasons and have been opened
  • Custom-ordered or special-order items
  • Clearance or short-dated stock clearly marked at purchase
  • Items purchased as part of a final-sale promotion
  • Products no longer in original condition
  • Products missing labels, seals, batch information, or packaging

13. Refund Exclusions

Refunds will not normally include:

  • Delivery charges, unless the product was faulty or incorrectly supplied
  • Express shipping fees
  • Return postage, unless we are responsible for the issue
  • Costs caused by missed deliveries
  • Losses caused by incorrect storage or handling
  • Business interruption, loss of profit, or treatment appointment losses

14. Product Recalls and Safety Notices

If a product recall or safety notice is issued by the manufacturer, supplier, regulator, or Botox UK, we will provide instructions where appropriate.

You must follow any recall, quarantine, return, disposal, or safety instructions immediately.

Refunds, replacements, or credits relating to recalls will be handled according to the instructions provided by the manufacturer, supplier, regulator, or Botox UK.

15. How to Request a Return or Refund

To request help with a return, refund, damaged item, or order issue, please contact us:

Botox UK
Email: sales@botoxuk.co.uk
Phone: +44 7862 373220
Address: Manchester, UK
Website: botoxuk.co.uk

Please include your order number and full details of the issue.

16. Policy Updates

We may update this Refund and Returns Policy at any time.

The latest version will always be available on this page. Continued use of our website after changes are published means you accept the updated policy.