Terms & Booking Policy

These terms apply when you use our website, book or attend an appointment, or buy skincare products or gift vouchers from Skin Anatomy, 17 Queen Street, Southwell, Nottinghamshire NG25 0AA. Please read them together with our Privacy Policy, Cookie Policy and Delivery & Returns page.

If you are a consumer, nothing in these terms affects your legal rights. You can contact us on 07777 711 277 or info@skin-anatomy.co.uk.

Information on our website is general and for guidance only. It is not personal medical advice and does not replace a consultation. We try to keep it accurate and up to date but cannot guarantee it is complete at all times.

You must not misuse the website — for example by introducing viruses, trying to gain unauthorised access or scraping content. Text, photographs, logos and designs on the site belong to us or our licensors; you may view and share pages for personal use but not copy them for commercial purposes. Links to other websites are provided for convenience and we are not responsible for their content.

You can book online, by phone, by WhatsApp or in person. When you book online:

• you send us a booking request and we email you a reference straight away; your appointment is confirmed when we contact you to confirm it;
• you must give accurate details, including your date of birth, and book in your own name;
• we may need to move or decline a booking — for example if the treatment isn’t suitable, isn’t available online, or a practitioner is unavailable — and we will always tell you and offer alternatives.

We send reminders and service messages about your appointment. These are not marketing.

Consultations are free and there is no obligation to have treatment. At your consultation we discuss your goals, check your medical history and suitability, explain the likely results, risks, downtime and cost, and may take clinical photographs. We will not treat you if we believe a treatment is unsuitable or unsafe for you, and we may recommend you see your GP first.

All treatments at Skin Anatomy are for adults aged 18 and over. The Botulinum Toxin and Cosmetic Fillers (Children) Act 2021 makes it an offence to give these treatments for cosmetic purposes to under-18s in England, and our policy applies the same age limit to every treatment. We may ask for photo ID and will cancel any appointment where we cannot confirm you are 18 or over.

You must give us full and honest information about your health, medicines, allergies, pregnancy or breastfeeding, previous treatments and anything else we ask about, and tell us if anything changes before a later appointment. Incomplete or inaccurate information can put your safety and results at risk, and we may postpone or decline treatment if we do not have the information we need.

Some treatments, including anti-wrinkle injections, use prescription-only medicines. Before your first treatment you must have a face-to-face consultation with an appropriately qualified prescriber, who decides whether the medicine is suitable for you. A consultation does not guarantee that a prescription will be issued or that treatment will go ahead.

We want you to feel sure about your decision. For injectable treatments, and particularly before a first dermal or lip filler treatment, we may ask you to wait at least 48 hours[to confirm] between your consultation and your treatment so you have time to consider the information and ask any further questions. We never pressure anyone into treatment.

If you need to cancel or rearrange, please give us at least 48 hours’ notice by phone, WhatsApp or email, so we can offer the time to another client. We will do our best to find you a new time.

If we have to cancel or move your appointment, we will tell you as soon as possible, offer another time and refund any deposit you have paid if the new time doesn’t suit you.

If you arrive late we may need to shorten or rearrange your treatment so other clients are not kept waiting.

A late cancellation or missed-appointment fee may apply if you cancel with less than 48 hours’ notice or do not attend. Fee amount and which treatments it applies to.[to confirm]

For some longer or specialist treatments we may ask for a deposit to secure your appointment. Deposit amounts and treatments.[to confirm] We will always tell you about any deposit or fee before your booking is confirmed, and deposits are deducted from the price of your treatment.

Treatment prices are shown in our price guide and include VAT where it applies. Where a price is shown as “from”, the final cost depends on your treatment plan and we will confirm it before treatment. Payment for treatments is taken at the clinic — we accept debit and credit cards, cash and bank transfer — and no payment is taken when you book online. If our prices change after you book, we will honour the price you were quoted.

Everyone’s skin is different and results vary from person to person. We cannot guarantee a particular outcome, how long results will last, or that you will need only one session. We explain the possible side effects and risks before you consent, and following the aftercare advice we give you helps you get the best result.

Under the Consumer Rights Act 2015 we must carry out services with reasonable care and skill, and as described. If we don’t, please tell us: you are entitled to ask us to put it right or, if that isn’t possible, to a price reduction or refund. A treatment is not refundable simply because you change your mind after it has been carried out, or because results differ from what you hoped when the treatment was performed correctly.

If you book online or by phone, you may also have a right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you ask us to carry out your treatment within that period, you lose the right to cancel once the treatment has been fully performed. For free, independent advice, contact Citizens Advice.

Clinical photographs form part of your confidential record and help us plan and review your treatment. We will only use your photographs on our website, social media or in other marketing with your separate, explicit written consent, which you can withdraw at any time.

Who can buy

Our online shop is for consumers aged 18 and over with a delivery address in the UK, or who collect from the clinic.

Placing an order and when our contract starts

When you place an order you are offering to buy the products. We email you to acknowledge your order — this is not yet acceptance. Our contract starts when we email to confirm your order has been dispatched or, for click & collect, that it is ready to collect. If we cannot accept your order — for example because an item is out of stock or there is an obvious pricing error — we will tell you and refund any payment in full.

Prices and VAT

Prices are in pounds sterling and include VAT. Delivery charges are shown at checkout before you pay. If we discover a pricing error after you order, we will contact you before dispatch and you can cancel for a full refund.

Payment

Card payments are processed securely by Stripe when you place your order; we never see or store your full card details. For click & collect orders you may be able to pay when you collect.

Delivery, collection and ownership

Delivery options, dispatch times and collection details are set out on our Delivery & Returns page. The products are your responsibility once they are delivered to your address or collected, and they belong to you once we have received full payment.

Product information and patch testing

Our products are cosmetics, not medicines. Product descriptions and images are for guidance and packaging may vary. Always read the label and ingredients before use. We recommend a patch test before using any new product: apply a small amount to the inside of your arm or behind your ear and wait 24–48 hours. Stop using a product and seek advice if you get irritation or a reaction. If you are pregnant, breastfeeding, have a skin condition, or are having or have recently had a treatment, ask us or your healthcare professional before starting new active products.

Cancellations, returns and faulty goods

You can cancel most orders within 14 days of delivery. Sealed skincare and cosmetic products cannot be returned once unsealed, for health protection and hygiene reasons, unless they are faulty. Your rights under the Consumer Rights Act 2015 for faulty or mis-described goods are not affected. Full details, and how to start a return, are on our Delivery & Returns page.

Gift vouchers

Gift vouchers are subject to the terms on our Delivery & Returns page. A treatment paid for with a voucher still requires a consultation and must be suitable for the recipient, who must be 18 or over.

If something isn’t right, please tell us so we can put it right. Our complaints procedure explains how we handle concerns and where you can go if you are not satisfied.

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for losses caused by your failure to follow our advice or to give us accurate medical information, or for business losses — our services and products are for private use.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law, including your rights under the Consumer Rights Act 2015.

We may update these terms from time to time. The version on our website when you book or place an order applies to that booking or order. The date at the top of this page shows when the terms last changed.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.