Last updated: August 2026

We hope you love your order from Aesthetic Online. If something is not quite right, you may request a return in accordance with this Returns & Refunds Policy.

Aesthetic Online is a multi-brand marketplace. Products are sold and shipped by independent professional partner brands. The partner brand identified before purchase is the legal seller of the product.

Aesthetic Online is your first point of contact and coordinates return requests, complaints and refunds with the relevant partner brand.

1. Registering a return

You can register a return by:

• using the return form above; or
• emailing info@aesthetic-online.com.

Please provide:

• your full name;
• the email address used for your order;
• your order number; and
• the product or products you wish to return.

You do not need to provide a reason when exercising your statutory right of withdrawal.

After registering your return, you will receive confirmation and the correct return address and instructions for the relevant partner brand.

Please do not return a product before receiving these instructions.

2. Withdrawal period

If you are a consumer in the European Union, or another jurisdiction that provides a statutory withdrawal right, you generally have 14 days to withdraw from an online purchase without giving a reason.

The withdrawal period generally begins on the day after you, or a person designated by you other than the carrier, receives the product.

If one partner order contains multiple products that are delivered separately, the withdrawal period generally begins on the day after you receive the last product from that partner order.

Because products from different partner brands are sold under separate purchase contracts, the withdrawal period is determined separately for each partner order.

After notifying Aesthetic Online of your withdrawal, you have a further 14 days to send the product back.

3. Returning your product

Products must be returned directly to the relevant partner brand or its designated return location.

Return addresses and instructions may differ between partner brands. Always follow the instructions provided by Aesthetic Online after registering your return.

If your order contains products from multiple partner brands, you may need to send the products to different return addresses.

Please package the products carefully to prevent damage during transportation. We recommend using a trackable shipping method and retaining your proof of shipment until your refund has been completed.

Refusing a parcel or failing to collect it does not automatically count as a valid withdrawal. Please register your return with Aesthetic Online if you wish to withdraw from your purchase.

4. Return shipping costs

If you return a product because you have changed your mind, you are responsible for the direct cost of returning it, unless the relevant partner brand has agreed otherwise or applicable law requires otherwise.

International returns may require additional shipping or customs documentation. Any relevant instructions will be provided after you register the return.

If you received a damaged, defective, incorrect, incomplete or otherwise non-conforming product, please register the issue before returning it. Where required by applicable consumer law, the legal seller will cover the necessary return costs.

5. Condition of returned products

You may inspect or try a product only to the extent reasonably necessary to determine its nature, characteristics and functioning, as you would normally be permitted to do in a physical shop.

Where reasonably possible, products should be returned with their original packaging, labels, accessories and documentation.

You may be responsible for any reduction in value caused by handling beyond what was reasonably necessary to inspect the product.

Products must be packaged securely to prevent damage during return transportation.

6. Refunds

When you validly exercise your statutory right of withdrawal, the relevant partner brand will refund the payments received for the returned products. Aesthetic Online will coordinate and process the refund on behalf of the partner brand.

The refund will be made without undue delay and no later than 14 days after Aesthetic Online receives your withdrawal notification.

The refund may be withheld until the relevant partner brand has received the returned product or you have supplied evidence that it was sent back, whichever occurs first.

Refunds are normally made using the original payment method, unless another method is expressly agreed. You will not be charged a fee for the refund.

Your bank or payment provider may require additional processing time before the refunded amount appears in your account.

7. Original delivery costs

If you withdraw from the entire order placed with a particular partner brand, the standard outbound delivery costs charged for that partner order will be refunded where required by applicable consumer law.

If you selected a more expensive delivery option than the least expensive standard delivery method offered, the additional cost does not have to be refunded.

If you return only part of a partner order, the original delivery costs will generally not be refunded where those costs would have been the same for the products you keep.

For a multi-brand checkout, the products sold by each partner brand are treated as a separate partner order for shipping, withdrawal and refund purposes.

8. Damaged, defective or incorrect products

If you receive a product that is damaged, defective, incomplete, incorrect or otherwise not as agreed, please register the issue as soon as reasonably possible.

Please provide:

• your order number;
• a description of the issue;
• clear photographs of the product; and
• photographs of the packaging where relevant.

Aesthetic Online will coordinate the matter with the relevant partner brand and provide further instructions. Please do not return the product before receiving these instructions.

The relevant partner brand is responsible for providing products that conform to the purchase contract. Depending on the circumstances and applicable law, you may be entitled to repair or replacement free of charge, or to a price reduction or refund.

Consumers in the European Union have a minimum two-year legal guarantee for goods. A longer period may apply under the law of your country.

These rights are separate from and additional to your statutory right of withdrawal.

9. Products excluded from the right of withdrawal

The statutory right of withdrawal may not apply to certain products, including:

• products made to your specifications or clearly personalised;
• products that deteriorate or expire rapidly;
• sealed products that are not suitable for return for health-protection or hygiene reasons if the seal has been broken after delivery; and
• other products excluded from the right of withdrawal under applicable mandatory law.

Any applicable exclusion or restriction will be communicated clearly on the relevant product page and before you place the order.

A product cannot be excluded from the legal guarantee merely because it is excluded from the right of withdrawal. You may still have statutory rights if such a product is damaged, defective, incorrect or otherwise not as agreed.

10. Exchanges

We currently do not offer direct exchanges.

If you would like a different size, colour or product, please return the original product in accordance with this policy and place a new order through Aesthetic Online.

11. Model withdrawal form

You may use the following wording to exercise your right of withdrawal. Use of this form is optional.

To: Aesthetic Online
Email: info@aesthetic-online.com

I hereby give notice that I withdraw from my purchase contract for the following product or products:

• Product(s):
• Order number:
• Ordered on:
• Received on:
• Customer’s full name:
• Customer’s address:
• Date:
• If submitted on paper:
• Signature:

12. Contact

For questions about a return, refund, defective product or existing request, please contact:

Aesthetic Online
Email: info@aesthetic-online.com

Please include your order number so we can assist you as quickly as possible.

13. Your statutory rights

Nothing in this Returns & Refunds Policy excludes or limits any mandatory rights you have under applicable consumer law.

If a provision of this policy conflicts with mandatory consumer law, the applicable mandatory legal rule will take precedence.