Terms & Conditions

Last updated: 4 July 2026

1. About these terms

These terms apply to all services and products provided by Southdowns Skin Health, operating from Southdowns Clinic, Westbourne, West Sussex PO10 8UE. By booking with us, attending the clinic, or purchasing products, you agree to these terms.

2. Consultations and treatments

All new patients must complete a skin health assessment and consultation before any treatment. This is for your safety, and so we can recommend the right approach for your skin.

We reserve the right to decline or postpone any treatment we consider unsuitable for you. We will always explain why and offer alternatives where appropriate.

3. Age requirement

All treatments are for adults aged 18 and over. We may ask to see photographic ID to confirm your age, so please don't be offended if we do.

4. Booking, deposits and payment

Appointments can be booked online or by contacting the clinic. A deposit may be required to secure certain appointments. Payment for treatments is due on the day, unless otherwise agreed.

We accept all major debit and credit cards, plus cash. Payments are processed securely.

5. Cancellation and rescheduling

We kindly ask for at least 24 hours' notice if you need to cancel or reschedule. This allows us to offer your slot to someone else.

Cancellations made with less than 24 hours' notice, or missed appointments, may incur a charge equal to 50 percent of the booked treatment value. Deposits are non refundable for late cancellations or no shows.

6. Suitability and consent

You agree to provide accurate and complete medical history at consultation, and to inform us promptly of any changes to your health, medications, pregnancy status, or skin condition.

Written consent is required before any clinical treatment. You may withdraw consent at any time.

7. Results

Treatment results vary from person to person. We will always discuss realistic outcomes with you. No specific result can be guaranteed, and the number of sessions recommended is a clinical guide based on your skin and your goals.

8. Skincare products and online orders

All skincare products sold are genuine medical grade products supplied directly from authorised distributors. Prescription only medicines are never sold online. They are supplied only after a consultation with our clinician, and are dispensed by a registered pharmacy.

Prices and delivery

Prices are shown in pounds sterling and include VAT where applicable. Any delivery charge is confirmed before you pay. We will confirm your order and arrange either collection from the clinic or delivery. Unless we agree otherwise with you, we will deliver within 30 days, and usually much sooner. Some products are sensitive to heat and light, so please make sure someone is available to receive your parcel.

Your right to change your mind

Because you are buying online, you have a legal right to cancel your order for any reason within 14 days of the day you receive it, and to receive a refund. To cancel, simply tell us, by email to skin@southdownsprivatehealthcare.co.uk or by calling 0330 220 2023.

There is one exception, for hygiene reasons. Skincare is sealed for your protection, so:

• Unopened products with the seal intact can be returned within 14 days for a full refund.
• Products whose hygiene seal has been broken cannot be returned once opened.

On a change of mind return, you pay the cost of returning the item to us. We will refund you within 14 days of receiving the product back, or of you showing us proof that you have sent it, including the standard delivery cost you originally paid.

Faulty, damaged or wrong items

This hygiene exception never affects your rights if something is wrong. If a product is faulty, damaged, or not as described, you can always return it, even if it has been opened, and we will cover the return postage and give you a full refund, repair or replacement. Your statutory rights under the Consumer Rights Act 2015, including that goods must be of satisfactory quality, as described and fit for purpose, are not affected by anything in these terms.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, and nothing in them takes away your legal rights as a consumer.

9. Online booking system

Our online booking is provided via a third party platform (Aesthetidocs / Southdowns Private Healthcare). Their own terms and privacy policy apply to your use of that system.

10. Website information

The content on this website is general information only and is not medical advice. Personalised advice is always given at your consultation, once we have properly understood your skin and your medical history.

11. Complaints

If something is not right, please tell us. We take all feedback seriously. You can email us at skin@southdownsprivatehealthcare.co.uk or speak to Lillie at the clinic. We aim to acknowledge complaints within 3 working days and resolve them within 30 days.

12. Privacy

How we handle your personal data is set out in our Privacy Policy.

13. Governing law and your rights

Nothing in these terms limits your rights under UK consumer law.

These terms are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the English courts.

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