Effective Date: September 2026

This Returns & Refunds Policy applies solely to purchases made through Elegance using a Pay It Monthly finance agreement.

It sets out the circumstances in which a client may request a cancellation or refund where a treatment, service or skincare product has been purchased using Pay It Monthly finance.

This policy applies specifically to transactions where a Pay It Monthly finance application has been completed and approved. It does not replace or amend Elegance's general terms and conditions or any separate cancellation, treatment or product policies that may apply to purchases made by other payment methods.

1. Treatments and Services

Where a client uses Pay It Monthly to finance an aesthetic treatment or course of treatments, the treatment may be booked once the finance application has been approved and Elegance has received confirmation of the finance agreement.

A client may request to cancel and/or obtain a refund for an eligible treatment before the treatment has been carried out, subject to any applicable terms and statutory consumer rights.

Once a treatment has been provided, we are generally unable to offer a refund for the treatment simply because the client has changed their mind or is dissatisfied with the outcome.

Where a treatment consists of multiple sessions, any refund or cancellation request relating to unused sessions will be considered on an individual basis, taking into account the treatment provided, any costs already incurred and the client's statutory rights.

Clients wishing to cancel a treatment or request a refund should contact Pay It Monthly directly to begin the process. Clients are also welcome to contact Elegance to discuss their circumstances, and we will advise based on this policy; however, as the finance agreement is held with Pay It Monthly, they are responsible for processing and confirming any cancellation or refund.

2. Skincare Products

Our skincare products may include prescription skincare, pharmacy-compounded products, personalised skincare regimes and other products selected specifically for an individual client.

Once a prescription or personalised skincare order has been placed with the relevant pharmacy or supplier, Elegance is generally unable to cancel or refund the order because the product has been specifically ordered or prepared for the individual client.

For Pay It Monthly purchases, prescription or personalised skincare orders may be placed within 0–48 hours following confirmation that the finance application has been approved.

Once the order has been placed with the pharmacy or supplier, the purchase will generally be non-refundable, subject to any statutory rights and any rights the client may have in relation to faulty, damaged or incorrectly supplied goods.

Where a product is eligible for return, any applicable return will be dealt with in accordance with the relevant supplier/pharmacy's requirements.

3. Unused and Unopened Products

For non-prescription, non-personalised products, returns may be considered where the product is unopened, unused and in its original condition, subject to the applicable terms and statutory consumer rights.

Certain products may not be eligible for return where they are personalised, prescribed, compounded, prepared specifically for an individual client, or where health and hygiene requirements prevent their resale.

Clients should contact Pay It Monthly to begin any return request, and may also contact Elegance beforehand so that we can confirm whether the item is eligible for return under this policy.

4. Pay It Monthly Purchases

Using Pay It Monthly does not change Elegance's underlying returns and refund policy.

The finance agreement is a separate agreement between the client and Pay It Monthly. Once a finance application has been approved, any queries relating to payments, and any request to cancel or refund a treatment or product, must be directed to Pay It Monthly, who will handle the process on the client's behalf.

Pay It Monthly hold a copy of this policy and may contact Elegance directly to seek approval or further information in relation to a client's request. Clients are also welcome to contact Elegance to discuss their individual circumstances and receive advice based on this policy, but Pay It Monthly are responsible for administering and confirming any agreed cancellation or refund.

A client remains responsible for complying with the terms of their finance agreement unless and until Pay It Monthly confirms that the agreement has been cancelled, amended or otherwise settled.

5. Faulty, Damaged or Incorrect Products

If a product arrives damaged, faulty or is not the product ordered, clients should contact Elegance as soon as possible.

We will assess the issue and, where appropriate, arrange a replacement, refund or other remedy in accordance with applicable consumer law and the circumstances of the purchase. Where the purchase was financed through Pay It Monthly, any resulting refund will be processed in line with Section 4 above.

6. How to Request a Refund

To request a cancellation or refund for a Pay It Monthly purchase, please contact Pay It Monthly directly and provide:

• Your full name

• Details of the treatment or product purchased

• The date of purchase

• Your reason for requesting a refund or cancellation

• Your Pay It Monthly agreement details

Pay It Monthly will contact Elegance where necessary to confirm eligibility, approval or further information in line with this policy. Clients are also welcome to contact Elegance directly for advice on their circumstances, but Pay It Monthly will confirm and process the outcome.

7. Statutory Rights

Nothing in this policy is intended to limit or exclude any rights a client may have under applicable UK consumer protection legislation.

Where a client's statutory rights provide for a cancellation, refund, replacement, repair or other remedy, those rights will continue to apply.

Elegance reserves the right to review refund requests on an individual basis where circumstances fall outside the situations described in this policy.

Elegance Skincare & Aesthetics