Exchange & Refund Policy

We operate a “no quibble” returns policy, but we do request that wherever possible all orders are returned to us within 14 days of receipt if deemed unsuitable. We recommend using a track-able delivery service such as Royal Mail Recorded Delivery. We cannot be held responsible for loss or damage to goods whilst they are being returned.

Once we receive the products and have inspected them, we will either refund your payment or replace the products depending up on your request.

Refunds will be made to the card that was used in the original purchase or a cheque made payable to the card holder if the card is no longer valid.  If the product returned is not in fully re-saleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

If you are returning items that are damaged, mis-shipped or the result of an error on our part, you will be refunded the total amount of the order.

Items should be returned in their original product packaging and you must follow our instructions for returning goods (see below).

Instructions for Returning Goods

Step 1: Obtain the Returns Authorisation Number by calling to our customer service on 0044 (0)2079377968.

Step 2: Include a cover note clearly stating the Returns Authorisation Number, a brief description of the problem and whether you would like a refund or exchange.

Step 3: Ensure the items are properly packed to prevent damage in transit. We cannot be held responsible for loss or damage to goods whilst they are being transited.

Step 4: Return the package to:

Ginsen Clinic

15 Kensington Church Street

London W8 4LF

United Kingdom