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Terms of sale for the Refined app shop

Version 1.1 · Last updated: 5 October 2026

What changed in 1.1: Adds the optional client soft opt-in at checkout; payment, cancellation and liability terms are unchanged.

The short version

1. About these terms and about us

1.1 These terms apply to products you buy in the Refined app ("the shop"). Please read them before you place an order.

1.2 The seller is Rachel Storey, trading as Refined Medical Aesthetics (a sole trader) ("we", "us", "our"), Double Row, Seaton Delaval, Whitley Bay, NE25 0PP. You can contact us at [email protected] or on 07583 321635.

1.3 Products you buy in person at the clinic are covered by section 12. Orders placed on our separate online shop at shop.refinedmedicalaesthetics.uk (run on Shopify) are covered by the terms and policies shown on that website, and any guarantee offered on that website applies only to orders placed there.

1.4 The shop is for adults aged 18 or over, buying for their own use and not for resale.

1.5 Our records. Your shop order and its payment are recorded in the app and by our payment provider, Stripe. Your appointments, clinic payments, membership and gift card balances are held in our clinic system (Pabau), which is our main record for those. If the app shows an appointment, a membership or a balance that differs from our clinic system, the clinic system's record applies. The app may be unavailable or out of date at times.

2. Products

2.1 We describe each product, its ingredients and how to use it as accurately as we can, using information from the manufacturer. Packaging may differ slightly from the pictures, and colours on screen can vary.

2.2 Check the ingredients before you buy and before you use a product, especially if you have allergies or sensitive skin. Where the manufacturer recommends a patch test, please do one.

2.3 Product information in the app is general information. It is not medical advice and it does not mean a product is suitable for your skin. Our team is happy to advise you.

2.4 We may limit the quantity of a product you can buy in one order.

2.5 Product bundles. Some products are sold together as a bundle at one price, and you can buy them in the app. Before you pay, the app shows what is in the bundle and its price. Sections 8 and 9 apply to each product in a bundle, including the hygiene exception in 8.3. If you return only some of the products in a bundle, we refund the part of the bundle price that relates to them, in proportion to their usual single prices, and we tell you how we worked it out.

2.6 Treatment courses are not sold in the app. Where the app shows a course of treatments, it shows "Book with us". A course is agreed with your practitioner after a consultation, booked with us and paid in our clinic system, Pabau, under our booking and cancellation policy, not under these terms. Prescription-only treatments are never priced, bundled or sold in the app.

3. Placing an order

3.1 When you place an order, the app shows you the products, the price, any delivery charge and how you have chosen to receive them before you pay.

3.2 Our contract with you starts when your payment has been confirmed by our payment provider and the app shows your order as paid. Until then, no contract exists and you can abandon the order.

3.3 If we cannot accept your order, for example because an item has sold out, has been withdrawn or was shown at an obviously wrong price, we will tell you and refund anything you have paid in full.

3.4 You can cancel an order that you have not yet paid for in the app at any time. Any clinic credit you applied to it is returned to you in full.

3.5 After a completed purchase, we may email offers for our own similar treatments and skincare, and text a verified mobile, under PECR regulation 22(3); tick "Don't send me offers" at checkout or opt out later, and any earlier refusal still applies (see our privacy notice).

4. Prices

4.1 Prices are in pounds sterling and include VAT where it applies. Any delivery charge is shown before you pay.

4.2 The price you pay is the price shown when you pay. We may change prices in the shop at any time, but changes do not affect orders already paid for.

4.3 We work hard to show the right prices. If we find that a product was shown at the wrong price, we will tell you before we supply it and you can choose to go ahead at the correct price or cancel for a full refund. If the mistake was obvious and you could reasonably have recognised it, we do not have to supply the product at the wrong price.

4.4 Member pricing. If you are a member of the Refined Rituals Club and your membership is active, the app takes your tier's member price (10%, 15% or 20% off) off skincare in your basket before you pay. Unless an offer says otherwise, member pricing cannot be combined with other offers.

5. Paying

5.1 You pay in the app through Stripe's secure payment screen, by debit or credit card, Apple Pay or Google Pay, or by another method shown on the payment screen. Klarna may be offered for some orders, subject to Klarna's own checks and approval; if you pay with Klarna, your agreement to repay is with Klarna.

5.2 We never see or store your full card details.

5.3 Your order is only treated as paid when our payment provider confirms the payment to us. The app will show "processing" until then.

6. Using clinic credit on an order

6.1 You can put clinic credit towards an order before you pay. The app shows how much credit is being used and how much is left to pay.

6.2 At least 30p of each order must be paid by card or another payment method, because that is the smallest amount our payment provider can take. You cannot yet pay for an order entirely with credit.

6.3 Credit you have applied to an order is returned to you in full if the order is cancelled before payment. If a paid order is refunded, the credit part is returned as credit, to the same credit it came from.

6.4 Our gift cards and clinic credit terms explain the different kinds of credit, when credit expires, and what happens if credit is returned after its expiry date.

7. Receiving your order

7.1 When you order, you choose one way to receive it:

7.2 Collection at your next appointment: if that appointment moves, your collection moves with it. If the appointment is cancelled or missed, we will tell you and ask you to choose another way to receive your order.

7.3 When you collect, we may ask to see your app or photo ID. Please let us know in advance if someone else will collect for you.

7.4 If you do not collect your order within 30 days of the collection day and we cannot reach you, we may cancel the order and refund you.

7.5 Local delivery, where we offer it: before you pay, the app shows whether we deliver to your address, the delivery fee and when we expect to deliver. We deliver within 30 days unless we agree otherwise. If we are delayed by something outside our control, we will tell you; if the delay is significant, you can cancel and receive a full refund.

7.6 If nobody is available to receive a delivery, we will take the order back to the clinic and tell you, so that you can collect it or arrange another delivery.

7.7 The products are your responsibility from the time you collect them or they are delivered to you. You own them once we have received full payment.

8. Changing your mind: your 14-day right to cancel

8.1 Because you buy in the app, you have a legal right to change your mind and cancel your order within 14 days, without giving a reason. The 14 days start on the day after you collect your order or it is delivered to you. If your order is delivered in parts, they start the day after you receive the last part. You can also cancel at any time before you receive your order.

8.2 To cancel, tell us clearly before the 14 days end, for example by email to [email protected], in the app, or by using the form at the end of these terms. We will confirm that we have received your cancellation.

8.3 Hygiene exception. Some skincare is sealed for health protection and hygiene reasons, for example with a tamper-evident seal, a sealed lid or shrink-wrap. You cannot cancel for a change of mind once you have broken the hygiene seal on that product. We show which products have a hygiene seal on the product page. This does not affect your rights if a product is faulty or not as described (section 9).

8.4 Products without a hygiene seal can be returned within the cancellation period even if you have opened them. You may handle a product in the way you would in a shop to check it. If you have used it, or handled it more than you needed to check it, we may reduce your refund to reflect the loss in value, up to the full price if it can no longer be sold.

8.5 Returning the products. Please bring the products back to the clinic during opening hours, or post them to Rachel Storey, Refined Medical Aesthetics, Double Row, Seaton Delaval, Whitley Bay, NE25 0PP, within 14 days of telling us you are cancelling. Returning them to the clinic costs nothing. If you post them, you pay the cost of posting unless the products are faulty or not as described.

8.6 Your refund. We refund the price you paid for the products and the standard delivery charge you paid (if any), using the same method you paid with. Any clinic credit you used is returned as credit. We refund you within 14 days of receiving the products back, or of you showing us that you have posted them, whichever is earlier. If you cancel before you receive the order, we refund you within 14 days of you telling us.

8.7 If you paid with Klarna, we refund Klarna and Klarna will adjust your agreement.

9.1 We must supply products that are of satisfactory quality, fit for purpose and as described. Your main legal rights are:

9.2 A skin reaction is not always a sign that a product is faulty, because everyone's skin is different. If you have a reaction, stop using the product, get medical advice if you need it, and tell us. If the product was faulty or not as described, your rights in 9.1 apply.

9.3 To report a fault, contact us at [email protected], through the app (Order > Ask for a refund review), or at the clinic. Please keep the product and its packaging so we can look at it. We pay the reasonable cost of returning faulty products.

9.4 Nothing in these terms affects your legal rights. For more information, contact Citizens Advice.

10. Refunds in general

10.1 We refund using the same method you paid with, unless you agree to something else. Any part paid with clinic credit is returned as credit.

10.2 When we refund a card payment, it can take a few working days for your bank to show it.

11. Our responsibility to you

11.1 If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or of our failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, or for indirect or consequential loss.

11.2 What we never limit. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for defective products under the Consumer Protection Act 1987, for breach of your legal rights about the products (that they are of satisfactory quality, fit for purpose, as described and match any sample or model), or for anything else the law does not allow us to limit or exclude.

11.3 We sell products for personal use only. We are not liable for any business losses.

11.4 The limit. Apart from the liability in 11.2, our total liability to you for any order is limited to the price you paid for that order.

11.5 We are not responsible for delays or failures caused by events outside our reasonable control, or for the failures of other companies' services, such as Stripe, Klarna or a delivery service, except where the law says we are. If a delay outside our control happens, we will tell you and do what we reasonably can to limit the effect. If the delay is significant, you can cancel and receive a refund for anything not supplied.

12. Products bought in person at the clinic

12.1 If you buy products in person at the clinic, you have your legal rights if a product is faulty or not as described (section 9).

12.2 The 14-day right to cancel in section 8 applies only to purchases made at a distance, such as in the app. We do not offer refunds or exchanges for a change of mind on products bought in person at the clinic. This does not affect your rights if a product is faulty or not as described.

13. Other important terms

13.1 We may transfer our rights and obligations under these terms to another organisation, for example if the business is sold. We will tell you, and your rights will not be reduced. You may not transfer your rights under these terms.

13.2 Nobody else has any rights under these terms.

13.3 If a court decides that part of these terms is unlawful, the rest will still apply.

13.4 We may update these terms for a valid reason, such as a change in the law or in how we sell. The version shown when you place an order applies to that order.

13.5 If you have a complaint, please see our complaints procedure.

13.6 These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can bring them in Scotland or in England and Wales. If you live in Northern Ireland, you can bring them in Northern Ireland or in England and Wales.

Cancellation form

You can use this form to cancel an order within the 14-day cancellation period. You do not have to use it: an email or a message that says clearly that you are cancelling is enough.

To: Rachel Storey, trading as Refined Medical Aesthetics, Double Row, Seaton Delaval, Whitley Bay, NE25 0PP. Email: [email protected].

I give notice that I cancel my contract of sale of the following goods: (list the products)

Ordered on: (date) · Received on: (date) · Order number: (from the app)

Name: · Address: · Signature (only if you send this form on paper): · Date: