Last updated: September 2026
This policy explains the separate terms applying to:
Treatment appointments and consultations
Treatment packages, advance payments and memberships
Retail products purchased online or in the clinic
Nothing in this policy affects your statutory consumer rights.
A £30 charge is payable when booking a consultation and patch-test appointment.
This charge covers the professional time required to assess your suitability, perform the patch test and provide the relevant advice. It also contributes towards the cost of products and consumables, equipment use, laser and IPL maintenance, and normal equipment wear and tear.
The £30 is a charge for the consultation and patch-testing service rather than a deposit towards future treatment. It is therefore not deducted from the cost of any subsequent treatment unless expressly stated otherwise.
Once the consultation and patch test have been completed, the charge is non-refundable because the service has already been provided.
If you need to rearrange your patch-test appointment, please provide at least 48 hours’ notice. With sufficient notice, the payment can normally be transferred to a replacement appointment. If less than 48 hours’ notice is given, or you do not attend, the charge may be retained and a new payment required before rebooking.
Treatments not requiring a patch test the £30 booking fee is required to secure a treatment appointment. This payment is deducted from the cost of the treatment on the day.
The booking fee reserves dedicated treatment time in the clinic. It may be retained where an appointment is cancelled with less than 48 hours’ notice or the client does not attend, subject to applicable consumer law and the clinic’s actual loss.
Please provide at least 48 hours’ notice if you need to cancel or rearrange your appointment.
Where at least 48 hours’ notice is provided, your booking fee can normally be transferred to a replacement appointment.
Where less than 48 hours’ notice is provided, or you do not attend your appointment, the booking fee may be retained and a new £30 booking fee will be required before another appointment can be booked.
We understand that genuine emergencies happen and exceptional circumstances may be considered at our discretion.
If we need to cancel or rearrange your appointment, you may transfer all money paid to a new appointment or request a full refund of the affected payment.
We are not responsible for associated expenses such as travel, parking, childcare or loss of earnings.
When a treatment or treatment package is purchased online or by telephone, you will normally have a statutory 14-day cancellation period beginning the day after the contract is made.
If you ask us to provide a consultation, patch test or treatment during this 14-day period, you agree that the service may begin before the cancellation period has ended. If you subsequently cancel, you may be charged for any service already supplied.
Once a treatment has been fully performed at your request, your statutory right to cancel that service may end.
All treatments are subject to consultation, medical suitability and, where required, a patch test.
If we decide that a treatment is unsuitable, any advance payment for treatment that has not been provided will be refunded or transferred to a suitable alternative. Charges for consultations, patch tests or other services already completed are not normally refundable.
Individual results vary and no particular outcome can be guaranteed. The number of sessions required may differ between clients, and purchasing a treatment does not guarantee that a condition will be completely removed or resolved.
A refund will not normally be offered simply because results differ from expectations, provided the treatment was performed with reasonable care and skill.
This does not affect your statutory rights if a service has not been provided with reasonable care and skill. Please contact us promptly if you have any concerns so that we can assess the area and discuss an appropriate remedy.
Treatment packages are sold at a discounted price and are intended to be completed as an agreed course.
Where a package is purchased online or by telephone, statutory cancellation rights may apply during the first 14 days.
If you request and receive treatment during that period before cancelling, the value of the treatment already provided may be deducted from your refund.
After the applicable cancellation period:
Payments may be transferred to another suitable treatment or person with our prior agreement.
Used sessions will be recalculated at the full pay-as-you-go price before any remaining balance is established.
Any refund that is legally due may be reduced by the value of services already supplied and any reasonable, directly incurred costs.
Promotional discounts and package savings may be removed if the original package is not completed.
If you become medically unsuitable for the remaining treatments, please contact us. We may request appropriate medical evidence and will review the unused balance fairly.
Packages cannot be exchanged for cash except where required by law or expressly agreed by us.
Membership and Skin Plan payments are added to the client’s account as credit, subject to the specific membership terms provided when joining.
Memberships may be cancelled by providing 30 days’ notice.
Any treatments or products already supplied will be deducted from the account balance. Promotional discounts may be removed or recalculated where the qualifying membership terms have not been completed.
Any remaining credit will be handled in accordance with the membership terms and applicable consumer law. Please contact us before cancelling so we can provide an up-to-date account balance.
The following section applies to skincare, cosmetics, sunscreen, beauty devices and other physical products.
For most products purchased online, you have the right to cancel your order within 14 days of receiving it without giving a reason.
After notifying us, you then have a further 14 days to return the product.
In addition to your statutory rights, we accept eligible, unused products returned within 30 days of delivery, subject to the conditions below.
To request a return, email info@sophiawyatt.co.uk and include:
Your name
Order number
Product being returned
Reason for the return
Products must be returned unused and in a condition suitable for inspection.
For health protection and hygiene reasons, cosmetics, skincare and personal-care products supplied with a hygiene or tamper-evident seal cannot be returned for a change-of-mind refund once that seal has been broken.
Products that have been opened, used or tested cannot normally be returned unless they are faulty, damaged, incorrect or not as described.
Where possible, please return the product with its original box and packaging. A refund will not be refused solely because the external packaging has been opened or is unavailable, but we may make a reasonable deduction if handling has reduced the product’s value beyond what was necessary to inspect it.
Please contact us as soon as possible if a product is:
Faulty
Damaged when delivered
Incorrect
Not as described
Unfit for its intended purpose
Please provide your order number and photographs where appropriate.
Your statutory rights apply regardless of whether the product has been opened. Where a product is confirmed as faulty, damaged or incorrectly supplied, we will provide the appropriate remedy and cover reasonable return costs.
Sale and promotional products have the same statutory cancellation and faulty-goods rights as full-price products.
Any additional goodwill return period offered beyond your statutory rights may be subject to the individual promotion’s terms.
Please return products to:
Sophia Wyatt Skin Specialist
Send Therapy Rooms
175 Send Road
Send
Woking
Surrey
GU23 7ET
Please include your name and order number inside the parcel.
You are responsible for return postage when returning an unwanted product because you have changed your mind. We recommend obtaining proof of posting and using a tracked and adequately insured service for higher-value products.
We will cover reasonable return costs where a product is faulty, damaged, incorrect or not as described.
Please do not return products directly to the manufacturer unless we ask you to do so.
If you cancel your entire online order within the statutory cancellation period, we will refund the basic standard delivery charge you originally paid.
If you selected a more expensive delivery option, we are only required to refund an amount equal to our standard delivery charge.
The original delivery charge will not normally be refunded when only part of an order is returned or when a return is made under our additional goodwill period rather than the statutory cancellation right.
Refunds will be made to the original payment method.
Where statutory cancellation rights apply, the refund will normally be processed within 14 days of:
Receiving the returned goods; or
Receiving evidence that the goods have been sent back, if earlier.
We may withhold the refund until the goods have been returned or evidence of return has been supplied.
Your bank or card provider may require additional processing time before the refund appears in your account.
There is no automatic right to return an unwanted product purchased in person simply because you have changed your mind.
However, we may accept an unused, unopened and resaleable product within 30 days as a goodwill gesture. Proof of purchase is required.
Your statutory rights continue to apply if a product purchased in the clinic is faulty, damaged, incorrect or not as described.
Statutory cancellation rights may apply to gift vouchers purchased online or by telephone.
Outside any applicable statutory cancellation period, gift vouchers and gift cards are not normally exchangeable for cash. They remain subject to the validity period and terms stated when purchased.
This does not affect your statutory rights.
For all refund, return or cancellation enquiries, please contact:
Sophia Wyatt Skin Specialist
Email: info@sophiawyatt.co.uk
Telephone: 07951 880600
Address: Send Therapy Rooms, 175 Send Road, Send, Woking, Surrey, GU23 7ET
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