Terms of service

Terms and Conditions of Sale 

Dr Paulina Charlesworth Aesthetics Limited, Dr Paulina Charlesworth 

These terms may have changed since you last reviewed them

Where to find information about us and our products

You can find everything you need to know about us at drcharlesworth.co.uk. 

When you buy from us you are agreeing that:

• We only accept orders when we've checked them and we reserve the right to reject or cancel orders.
• Sometimes we reject orders
• We charge interest on late payments.
• We pass on some increases in VAT.
• We're not responsible for delays outside of our control.
• Products can vary from their pictures.
• For subscription products there is a minimum 3 month subscription before you are able to cancel. Should you wish to cancel please submit your request in writing to hello@drcharlesworth.co.uk
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw products.
• We can end our contract with you.
• We don't compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract. 

We only accept orders when we've checked them 

• Your order is reviewed and authorised by Dr Paulina based on the information you have provided during the purchase, and which point its accepted and dispatched. We will contact you should we have further queries with regards to your order or should there be any unexpected delays in processing your order. We reserve the right to reject or cancel orders if it is assessed as not clinically appropriate.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, we can't verify your clinical skin condition, identity or age, because you are located outside the UK or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you at the time of your order 

However, for subscription products, we take payment at regular intervals, as explained to you during the order process. You will own your product once we have received your payment in full. 

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control 

If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but should the delay not be acceptable to you can contact our clinic in writing hello@drcharlesworth.co.uk to cancel your order and receive a refund for any products you have paid for, but not received. 

Products can vary slightly from their pictures 

A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

Due to the prescription nature of the products, those purchased in the shop are non-refundable unless they are damaged, or the supplied product is incorrect.

You can end an on-going contract (find out how)

The minimum terms and conditions for our subscription services of products in our shop is 3 months. Should you wish to cancel please do so online or inform our Dr Paulina Charlesworth Aesthetics clinic in writing.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must inform us in writing at the earlier opportunity by email: hello@drcharlesworth.co.uk and post back the damaged product our supplier pharmacy which will send you a replacement as soon as the original product has been received and damage confirmed. 

We can suspend supply (and you have rights if we do) 

We can suspend the supply of a product. We may do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• when the product formulation is updated.

In such cases we will inform you of the suspension and you have the right to terminate. 

We can withdraw products

We can stop providing a product, such as a subscription for goods and we will refund any sums you've paid in advance for products which won't be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us [(including enforcement costs)] if:

• you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;
• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example a skin selfie.
• you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us within 14 days. We treat your order as cancelled and no refund will be due.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section, we're not responsible for delays outside our control. 
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice, on our website drcharlesworth.co.uk.

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team can be contacted at hello@drcharlesworth.co.uk will do their best to resolve any problems you have with us or our products as per our Complaints policy.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to hello@drcharlesworth.co.uk. 

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll contact you to let you know if we plan to do this. If you're unhappy with the transfer, you can contact our Customer Service Team: hello@drcharlesworth.co.uk about it and we will refund you any payments you've made in advance for products not provided.

Due to the nature of the products, you cannot only transfer your contract with us to someone else if we agree to this. 

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.