Refund policy

Effective Date: June 2026

At Newcastle Skin Clinic, products purchased through Newcastle Skin Shop are fulfilled and distributed either by our skincare concierge partner, GetHarley, or directly by the relevant manufacturer or supplier.

Prescription Products

Prescription skincare products are prescribed following an individual clinical consultation and cannot be returned, exchanged, or refunded once an order has been placed.

Skincare Products

For hygiene, health protection, and safety reasons, skincare products cannot be returned once opened, used, or unsealed.

Unopened, non-prescription skincare products may be returned within 14 days of receipt, provided they remain unused, unopened, and in their original condition and packaging.

Personal-Use Devices

Personal-use devices, including LED therapy devices, may be returned within 14 days of receipt, provided they are returned complete, undamaged, and in a condition suitable for resale. We reserve the right to inspect all returned devices before approving a refund.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please notify us within 48 hours of delivery by emailing info@newcastleskinclinic.co.uk. We will work with GetHarley or the relevant supplier to arrange a replacement, exchange, or refund where appropriate.

Return Shipping

Unless a product is faulty, damaged, or supplied incorrectly, customers are responsible for return postage costs.

How to Request a Return

Please contact:

info@newcastleskinclinic.co.uk
0191 500 0330

Please include your order number and details of the item you wish to return.

Refunds

Approved refunds will be processed to the original payment method once the returned item has been received and inspected by the fulfilment partner or supplier. Please allow 7-10 business days for funds to appear in your account.

Consumer Rights

Nothing in this policy affects your statutory rights.