Refund Policy

Refund Policy – Nova Skincare Clinic

At Nova Skincare Clinic, we are dedicated to providing premium skincare products and services to enhance your beauty and well-being. Your satisfaction is our top priority, and we aim to ensure that your experience with us is positive and fulfilling. However, we understand that there may be situations where refunds or exchanges are required. Below, you’ll find our detailed refund policy, designed to address your concerns transparently and fairly.

Services Refund Policy

  1. Reporting Concerns

    1. Any dissatisfaction or concerns regarding a service must be reported to us within 48 hours of your appointment. We encourage you to contact our team promptly so we can address your concerns effectively.

  2. Resolution Options

    1. In cases where the service did not meet your expectations, we may offer a corrective service at no additional cost.
    2. Refunds for services will only be issued under exceptional circumstances, such as an error on our part, and will be determined on a case-by-case basis.

  3. Exclusions

    1. Results from treatments may vary based on individual skin types and conditions. Refunds will not be provided for results that differ from personal expectations.

Appointment and Cancellation Policy

To provide you with the best possible service, we require sufficient notice for any changes to your appointment:

    1. Cancellations and Reschedules

      • Appointments must be canceled or rescheduled at least 48 hours in advance to avoid charges.
      • Late cancellations  may result in a forfeited deposit or a charge equivalent to 50% of the service cost.

    2. Deposits

      • Deposits paid for appointments are non-refundable. However, they can be applied toward a future booking if proper notice is given.

    3. Late Arrivals

      • If you arrive late for your appointment, we may need to shorten your session or reschedule. Refunds will not be provided for reduced service time due to late arrivals.

Refund Process

To request a refund or exchange, follow these steps:

  1. Contact us via email at nova.newcastle@gmail.com or call us at 07767 249855 with the following details:

    • Your full name and contact information.
    • A description of the issue.
    • Proof of purchase (receipt or transaction number).

  2. Once your request is reviewed, our team will notify you of the decision within 5 business days.

  3. Approved refunds will be processed within 7-10 business days and issued to the original method of payment.

Exclusions to Refunds

  • Gift Cards: Purchases of gift cards are final and cannot be refunded or exchanged.
  • Promotional Offers: Items purchased during promotions or sales are non-refundable unless defective.
  • Preference Changes: Refunds are not granted for changes of mind or personal preferences after a service has been provided or a product has been used.

Our Commitment

At Nova Skincare Clinic, we value your trust and aim to make every experience exceptional. Our team is here to assist you with any concerns and ensure your satisfaction. Please don’t hesitate to reach out if you have any questions or require additional support regarding this policy.