Terms & Conditions

Who We Are

This website is operated by Face Medical Clinic.

We are a medical clinic providing prescription-only skincare treatments, including selected ZO® Skin Health prescription products, following a medical consultation.

Important clarification:

Face Medical Clinic is not affiliated with, associated with, or connected to Face Medical Aesthetics in any way.

Our Prescription Skincare Service

All prescription skincare products sold on this website:

  • Are prescription-only medicines (POMs)
  • Are supplied only after a medical consultation
  • Must be approved by a qualified UK prescriber
  • Are prescribed specifically for you

This is a medical service — not a standard online shop.

Medical Consultation & Prescribing

Before any prescription product can be supplied:

  • You must complete an online medical consultation
  • You must provide accurate and complete health information
  • A qualified prescriber will review your consultation

The prescriber may:

  • Approve treatment
  • Request more information
  • Recommend an alternative
  • Decline to prescribe if treatment is not suitable

Submitting payment does not guarantee a prescription.

Providing false or misleading information may result in:

  • Treatment refusal
  • Order cancellation
  • Discharge from our service

Payment & Pricing

  • All prices are shown in GBP (£)
  • Payment is taken before prescription review
  • If treatment is not approved, you will be refunded the product cost only
  • Any consultation or assessment fee (if applicable) is non-refundable

Dispatch & Delivery

  • Products are dispensed and dispatched only after prescription approval
  • Delivery times are estimates
  • Once dispatched, responsibility passes to the patient

Cancellations

Before Prescription Approval

You may request cancellation before a prescription is issued.

After Prescription Approval

Once a prescription has been approved and the product dispensed:

  • The order cannot be cancelled
  • The product cannot be returned
  • No refund will be issued, except where legally required

Why Prescription Skincare Cannot Be Returned

For safety and regulatory reasons:

  • Prescription medicines cannot be reused or resold
  • Returned medicines must be destroyed
  • This protects patient safety and treatment integrity

This applies even if:

  • The product is unopened
  • You change your mind
  • The product does not meet expectations
  • You decide not to continue treatment

Refunds – Important Legal Information

No Change-of-Mind Refunds

We do not offer refunds for prescription skincare once prescribed and supplied.

Legal Exceptions

Under UK consumer law, refunds or replacements may be offered only if:

  • The product is faulty
  • The wrong product was supplied
  • The product is not as described

Any issues must be reported within 48 hours of delivery with photographs where possible.

Cooling-Off Rights (Consumer Contracts Regulations)

Under UK law, the standard 14-day cooling-off period does not apply to prescription medicines supplied following a medical consultation.

This is set out in:

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – Regulation 28

MHRA & Medicines Compliance

Face Medical Clinic operates in accordance with:

  • UK medicines legislation
  • MHRA guidance on prescription-only medicines
  • Safe prescribing and dispensing standards
  • Professional medical and ethical obligations

Prescription skincare is supplied:

  • Only where clinically appropriate
  • Only following prescriber approval
  • Only for the named patient

Medicines must not be shared, resold, or transferred to another person.

Treatment Outcomes & Liability

While we prescribe treatments responsibly and clinically:

  • Results vary between individuals
  • We cannot guarantee specific outcomes
  • Some side effects are possible and will be explained during consultation

Nothing in these terms limits liability for:

  • Death or personal injury caused by negligence
  • Fraud
  • Any liability that cannot legally be excluded

Intellectual Property & Branding

  • ZO® Skin Health is a registered brand used in accordance with supplier agreements
  • All website content belongs to Face Medical Clinic
  • Content may not be copied without permission

Governing Law

These Terms are governed by English law.

Any disputes will be handled by the courts of England and Wales.

08/01/2026