Returns and Refund Policy
Effective Date: 19/09/2025
Last Updated: 19/09/2025
At Star Aesthetic Medical Centre, we are committed to providing exceptional aesthetic services and high-quality cosmetic products. This Returns and Refund Policy outlines our procedures for service cancellations, product returns, and refund requests.
1. Service Appointments and Treatments
Appointment Cancellations
- 48+ Hours Notice: Full refund or rescheduling available
- 24-48 Hours Notice: 50% cancellation fee applies
- Less than 24 Hours Notice: Full treatment fee charged (no refund)
- No-Show: Full treatment fee charged (no refund)
Treatment Packages
- Unused portions of pre-paid treatment packages may be refunded within 30 days of purchase
- Refunds calculated on a pro-rata basis minus any discount received
- Package transfers to other services subject to approval
Treatment Complications or Dissatisfaction
- If unsatisfied with results, please contact us within 14 days
- We will assess each case individually and may offer:
- Complimentary follow-up treatment
- Partial refund (case-dependent)
- Credit toward alternative treatment
2. Cosmetic Products
Non-Returnable Items
Due to health and safety regulations, the following items cannot be returned once opened or used:
- Skincare products (serums, creams, cleansers)
- Makeup and cosmetic items
- Personal care items
- Products that have been opened, tested, or partially used
Returnable Conditions
Products may be returned or exchanged only if:
- Unopened and unused within 14 days of purchase
- Defective or damaged upon receipt
- Wrong item shipped (our error)
- Product is in original packaging with receipt
Return Process for Eligible Items
- Contact us within 14 days of purchase
- Provide proof of purchase (receipt or order number)
- Return item in original packaging
- Items must be unopened and unused
3. Refund Methods and Timeframes
Processing Time
- Approved refunds processed within 5-10 business days
- Refunds issued to original payment method
- Bank processing may take additional 3-5 business days
Refund Methods
- Credit Card: Refunded to original card
- Cash Payments: Cash refund available
- Store Credit: Available as alternative option
4. Gift Vouchers and Prepaid Services
Gift Vouchers
- Valid for 12 months from date of issue
- Non-refundable but transferable
- Can be used for any service or product
- Extension possible in exceptional circumstances
Prepaid Services
- Prepaid treatments must be used within 6 months
- Unused services may be refunded within 30 days (minus processing fee)
- Medical emergencies considered for extensions
5. Exceptions and Special Circumstances
Medical Contraindications
If treatment cannot proceed due to medical contraindications discovered during consultation:
- Full refund provided
- No cancellation fees apply
- Alternative treatment options discussed
Force Majeure
During unforeseen circumstances (illness, natural disasters, government restrictions):
- Flexible rescheduling offered
- Refunds considered on case-by-case basis
- Store credit provided as alternative
6. Damage and Defective Products
Reporting Defects
- Report damaged/defective products within 48 hours of receipt
- Provide photos of damage if applicable
- Include order details and description of issue
Resolution Options
- Full refund for defective products
- Replacement item when available
- Store credit equivalent to purchase price
7. Consultation Fees
Initial Consultations
- Consultation fees are non-refundable
- Fee may be credited toward treatment if proceeded within 30 days
- Follow-up consultations subject to standard cancellation policy
8. How to Request Returns or Refunds
Contact Methods
Phone: 031 573 1325
Email: [insert email address]
In Person: Visit us during business hours
Address:
The Star Aesthetic Medical Centre
22 Ennisdale Dr.
Durban North, 4051
Required Information
When requesting a return or refund, please provide:
- Full name and contact details
- Date of purchase/service
- Receipt or order number
- Reason for return/refund request
- Photos (if reporting damage/defect)
9. Consumer Rights
This policy does not affect your statutory rights under the South African Consumer Protection Act. You are entitled to:
- Goods of acceptable quality
- Services performed with reasonable care and skill
- Remedies for defective goods or inadequate services
10. Policy Updates
This Returns and Refund Policy may be updated periodically. Material changes will be communicated via:
- Website notification
- Email to registered clients
- Notice in our clinic
11. Dispute Resolution
If you are unsatisfied with our resolution of your return or refund request:
- Contact our clinic manager for review
- Submit formal complaint in writing
- Seek mediation through relevant consumer protection bodies
- Legal recourse as per South African consumer law
For questions about this Returns and Refund Policy, please contact us:
The Star Aesthetic Medical Centre
22 Ennisdale Dr.
Durban North, 4051
Phone: 031 573 1325
This policy is governed by South African consumer protection legislation and regulations.