Complaints & T&Cs

Please visit the Contact Us section if you have a complaint, or e-mail
Alternatively, if it has not been resolved the European Commission provides a platform for Online Dispute Resolution (ODR) for consumers, which can be accessed at: HTTP://EC.EUROPA.EU/CONSUMERS/ODR/ .

Or for aesthetics the JCCP, or please visit the Care Quality Commission.

Refunds for skincare products


We hope that you are happy with your order. However, if for any reason you are not entirely satisfied or wish to cancel your order, you may return any item in its original condition and unused within 14 days. If the items have been received via the concierge team at Get Harley please contact them directly.

If you return items for reasons other than defects in the goods, or incomplete order you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.

If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us within 14 working days of delivery to you this includes gift vouchers.

Refunds will only be made against the original credit / debit / gift card / paypal method used. Please allow 72 hours for the transaction to show in your account.

If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.

Please Note: We will not provide a full refund if goods show signs of use.

Damaged / Faulty / Incorrect items

If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund. Please notify us immediately by using the contact us form section on the website, stating your order number.

This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location or distributor. Returns for purchases made online will not be accepted for return at any of our distributor locations.

This policy does not affect your rights under law as a consumer, which apply in addition

Pre- payment – Monthly payment scheme

We work hard to bring our patients the best value for money whilst using the highest quality products. That’s where our monthly payment scheme comes in. 

If paying a premium in one lump sum means that your skin suffers as you’re unable to maintain your treatments then this could be the perfect option. 

These schemes are designed to help spread the cost effectively giving you the treatment plan that you want with the cost spread for ease. 

For example Botox – anti wrinkle treatments ( recommended every 3-4 months) 

3 areas, 1 treatment per year deposit £50 followed by 11 monthly payments of £18.18

Lip enhancement ,1 treatment per year, deposit £50 followed by £15.45 per month. 

These treatments are conducted and planned for when your treatment plan has been paid up to date, you can increase your monthly payment to pay sooner or decrease to a maximum of 12 months. 

Common queries. 

No interest is paid on pre- payment plans

No treatments are discounted on our pre – payment plans

You can sign up to a pre – payment plan at your first appointment/ consultation, a deposit will be taken at that point.

You can have more than one treatment on a prepayment plan, if you wish to change your treatment plan please contact us as soon as possible so that we can re-assess

If you don’t need as many treatments as originally planned we can adjust you payment plan for less or more depending on the patient and the protocol.

To set up a payment plan you need to bring your bank sort code, account number , and proof of your bank account eg a debit card and copy of your driving licence 

Your first payment can go out whenever is best for you 

You can make as many or as little monthly payments 

Once a plan has been arranged and started, if you wish to cancel you can at any time. 

If you change your mind within 14 working days your first month and deposit will be refunded after this any monies received will be refunded in vouchers. 

We do not offer refunds but we will reimburse in vouchers or swap to another treatment. You can use your pre- payment as a gift voucher, but if you wish to change it from  treatment to this please let us know 7 working days prior to your arranged treatment. 

You can book your upcoming treatments when your pre payment has been completed. You can restart or pause your payment plan at anytime, please give us 14 days notice. 

It’s best to spread your payments for your treatments evenly throughout the year to get the most out of them and prevent you having to pay the full amount at the end of the year for a treatment left over. 

Please contact us if you wish to add any treatments

You can change your treatment type up to 14 days prior to your treatment date. 

If you need less treatments than planned we can adjust your payment scheme to suit. 

You are not tied to any treatment 

We will agree a term between us that’s best suited to your and your affordability.