Refund policy
This policy explains your rights when returning goods purchased from Longeva Aesthetics (longevaaesthetics.com), operated by Longeva Aesthetics Limited.
Your statutory rights are not affected by anything in this policy. If in doubt, contact us before returning anything.
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1. Consumer returns: 14-day cooling-off period
If you are buying as a consumer (for personal use, not in the course of a business), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise this right:
- Email us at returns@longevaaesthetics.com within 14 days of delivery.
- State your order number and the item(s) you wish to return.
- Return the goods to us within 14 days of sending your cancellation notice.
Goods must be returned in their original, unused condition and in original packaging. We cannot process a refund for goods returned in a condition that prevents resale, unless they arrived faulty.
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2. Products that cannot be returned
Certain products are exempt from the 14-day right of return:
Sealed goods opened after delivery. Under Regulation 28(3)(b) of the Consumer Contracts Regulations, goods sealed for health or hygiene reasons cannot be returned once the seal has been broken. This includes dermal fillers, skin boosters, polynucleotides, sterile injectables, skin care devices supplied in sealed packaging, and any product where the hygienic integrity of the seal protects the user.
Products that have been used or mixed. Any product that has been used, opened, or combined with other substances cannot be returned.
If you are unsure whether a product is returnable before you buy, please contact us at info@longevaaesthetics.com.
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3. Trade buyer returns
Trade buyers (purchasing in the course of a business, for resale or professional use) do not benefit from the statutory 14-day cooling-off period under the Consumer Contracts Regulations. Returns from trade accounts are accepted at our discretion, subject to the following:
- Unopened goods in original, resaleable condition may be returned within 30 days of delivery by prior agreement.
- A returns authorisation reference must be obtained before sending goods back.
- We reserve the right to apply a restocking charge.
Contact your account manager or email trade@longevaaesthetics.com to request a returns authorisation.
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4. Faulty or damaged goods
If your goods arrive damaged, faulty, or not as described, you are entitled to a remedy regardless of whether you are a consumer or a trade buyer.
What to do:
- Email returns@longevaaesthetics.com within 5 working days of delivery.
- Include your order number, a description of the fault, and photographs where possible.
- We will advise you whether to return the goods or dispose of them safely (for certain pharmaceutical products, return may not be appropriate for safety reasons).
Consumer remedy: Under the Consumer Rights Act 2015, you are entitled to a full refund within 30 days of delivery if goods are faulty, not as described, or not fit for purpose. After 30 days and within 6 months, we will repair or replace. If repair or replacement is not possible or is disproportionate, we will refund you.
Trade remedy: We will replace or credit faulty goods notified within 5 working days of delivery. After that period, claims are considered on a case-by-case basis.
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5. How to return goods
- Email returns@longevaaesthetics.com with your order number and reason for return.
- We will issue a returns authorisation reference. Do not send goods without this.
- Pack goods securely in their original packaging where possible.
- Send to: Longeva Aesthetics Returns, Unit 1, Chichester Court, Milnrow Road, Rochdale, OL16 1UG.
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6. Return postage
Consumer returns (change of mind): You are responsible for the cost of return postage.
Faulty, damaged, or incorrect goods: We will reimburse reasonable return postage costs. Please use a tracked service and retain proof of postage.
We recommend using Royal Mail Tracked or a comparable tracked service. We are not responsible for goods lost in transit on return.
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7. Refund timing
Once we receive your returned goods (or, where applicable, satisfactory evidence that goods have been returned), we will process your refund within 14 days. Refunds are made to the original payment method.
If you paid by card, the time for funds to appear in your account depends on your bank and is typically 3 to 5 working days after we process the refund.
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*[Last updated: 14 May 2026]*