Refund policy
LONGEVA AESTHETICS
RETURNS AND REFUNDS POLICY
Last updated: 25 August 2026
This Policy forms part of, and must be read with, our Terms and Conditions of Sale:
https://longevaaesthetics.com/policies/terms-of-service
Defined terms have the same meaning as in those Terms.
Longeva Aesthetics is a business-to-business supplier. All sales are final once accepted and dispatched. We do not provide consumer or change-of-mind returns.
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WHEN A RETURN MAY BE CONSIDERED
Goods may only be returned where:
• They were defective when supplied;
• They were damaged when delivered;
• Incorrect goods were supplied;
• We authorise a discretionary return in writing; or
• Applicable law requires another remedy.
Goods cannot be returned merely because they are no longer required, the wrong product or quantity was ordered, a patient appointment was cancelled, excess stock was purchased or the Customer subsequently decides not to use them.
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RETURN AUTHORISATION
No goods may be returned without prior written authorisation.
Contact customerservice@longevagroup.com with the order number, product details, reason for the request and supporting evidence.
Sending goods back without authorisation does not create an entitlement to a refund, replacement, exchange or credit.
Return authorisation permits inspection. It does not mean that the claim or refund has been approved.
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SEALED AND MEDICAL PRODUCTS
Products supplied in sterile, tamper-evident, protective or hygiene-sealed packaging cannot be returned after the seal has been broken, except where defective, damaged or incorrectly supplied.
Before opening a product, the Customer must check its identity, specification, quantity, packaging, batch and expiry information.
Opened, used, activated, contaminated, altered, incorrectly stored or unsealed products are not eligible for discretionary return.
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REPORTING A PROBLEM
Visible damage, shortages, incorrect goods, tampering or other apparent discrepancies must be reported within 24 hours after delivery.
A latent defect must be reported promptly after discovery and before use, administration, alteration or disposal.
The Customer must retain and, where appropriate, quarantine the product and all packaging. Photographs, video, shipping labels and batch, lot, serial or expiry information may be required.
The product must not be used, returned or disposed of unless we provide instructions.
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FAILED OR DELAYED DELIVERY
A missed, refused or uncollected delivery does not create an automatic right to a refund.
Carrier delay alone does not create a right to cancel, refuse or return correctly supplied goods.
Redelivery and reasonable carrier, return, storage and handling costs may be charged where delivery failure results from the Customer’s address, absence, refusal or failure to collect.
Delivery matters are governed by our Shipping and Delivery Policy:
https://longevaaesthetics.com/policies/shipping-policy
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REMEDIES
Where a claim is established, we may, subject to applicable law:
• Replace the affected goods;
• Repair them where appropriate;
• Issue account credit;
• Refund the amount paid for the affected goods; or
• Agree another remedy.
A refund is not automatically the first or only remedy.
Original, premium and enhanced delivery charges and unauthorised return costs are not refundable unless we agree otherwise or applicable law requires it.
Refunds will ordinarily be returned to the original payment method after investigation and, where required, receipt and inspection of the goods.
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PAYMENT DISPUTES
Starting a chargeback, PayPal claim or other payment dispute does not establish that a refund is due and does not extinguish a debt for which the Customer remains legally liable.
We may provide relevant order, checkout, payment, professional declaration, correspondence, product, packing, tracking, delivery, photographic, return and inspection records when responding to a dispute.
The Customer must not obtain duplicate recovery through a refund, credit, replacement, insurance payment, chargeback, bank reimbursement or other compensation.
False, dishonest, duplicate or abusive claims may result in refusal of future supply and recovery of sums and reasonable costs lawfully due.
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CONTACT
Returns and refund requests:
customerservice@longevagroup.com
01524 963 063
Longeva Limited trading as Longeva Aesthetics
Company number: 17217141
VAT number: GB525545586
Trading address: Unit 1, Chichester Court, Milnrow Road, Rochdale, OL16 1UG
Do not return goods until written authorisation and return instructions have been provided.