Refund policy

CosMedic Clinic
Last updated: 12 October 2026

CosMedic Clinic is committed to providing professional appearance medicine and skin treatments, quality skincare products and a fair, transparent approach to bookings, payments and refunds.

This policy outlines the terms relating to product returns, appointment cancellations, new patient booking fees, advance payments, clinic credit, gift vouchers and refunds.

Nothing in this policy excludes or limits rights under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable consumer legislation.

1. Product Returns and Refunds

Change of Mind

Due to the nature of skincare and personal care products, CosMedic Clinic does not generally accept returns or exchanges for change of mind, incorrect selection or unwanted purchases.

Discretionary returns of unused, unopened products in their original packaging may be considered on a case-by-case basis.

Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, defective or different from what was ordered, please contact CosMedic Clinic as soon as reasonably possible.

Proof of purchase, photographs or further information may be requested to help assess the issue.

All products are subject to applicable consumer guarantees under New Zealand law. Depending on the circumstances, an appropriate remedy may include repair, replacement or refund.

Faulty product claims are not restricted to a fixed 30-day period or dependent solely on manufacturer approval.

How to Request a Return

Please email info@cosmedicclinic.co.nz with your name, purchase details and a description of the issue.

You will be advised of the appropriate next steps, including any return instructions.

Where a product is faulty or incorrectly supplied, reasonable return costs will be covered where required by law.

2. Appointment Bookings and Confirmation

CosMedic Clinic operates by appointment only.

Appointments may be requested through our online booking provider, Timely, or arranged directly with the clinic.

Submitting an online booking request does not automatically confirm an appointment.

All online booking requests are subject to review and approval by CosMedic Clinic.

An appointment is confirmed only once the booking has been approved and the patient has received an email confirmation.

CosMedic Clinic may contact patients to clarify booking details, recommend a different appointment type or arrange an alternative time where appropriate.

Where the clinic is unable to accommodate a requested appointment, any booking fee already paid will be addressed fairly, including a refund where appropriate or required by law.

3. Appointment Cancellations and Missed Appointments

Appointment times are reserved specifically for each patient.

A minimum of 24 hours' notice is requested when cancelling or rescheduling an appointment.

Cancellation Fees

• 24 hours or more notice: No cancellation fee.

• Less than 24 hours' notice: A $50 cancellation fee may apply.

• Same-day cancellations or failure to attend: A $100 fee may apply to appointments longer than 15 minutes.

Complimentary follow-up appointments lasting 15 minutes or less are excluded from the $100 same-day cancellation or no-show fee.

Where the $100 fee applies, it replaces rather than adds to the $50 late cancellation fee.

Cancellation fees are intended to reflect the appointment time reserved and the costs associated with late cancellations or missed appointments.

All fees will be applied reasonably, taking into account individual circumstances and applicable consumer law.

To cancel or reschedule an appointment, please text 027 387 6393 as soon as possible.

4. New Patient Booking Fees

A booking fee is required for new patients when requesting their initial appointment through Timely.

The booking fee is collected through Timely and secures the appointment once the booking has been approved.

How the Booking Fee Is Used

The new patient booking fee is credited towards treatment or may be used towards skincare products purchased at the clinic on the day of the appointment.

It is not an additional charge on top of the treatment or skincare purchase to which it is applied.

Cancellations and Rescheduling

The booking fee is generally non-refundable for change of mind.

If a patient is unable to attend their appointment, the booking fee may be retained as clinic credit and applied towards a rescheduled appointment booked within three months of the original appointment date.

Patients are asked to provide at least 24 hours' notice wherever possible.

Late cancellations or failure to attend may result in applicable cancellation fees as outlined in Section 3.

Where a booking fee is applied towards a cancellation charge, the same amount will not be charged twice.

Any remaining credit or refund entitlement will be handled in accordance with applicable consumer law.

Where CosMedic Clinic is unable to provide the booked service, an appropriate alternative or refund will be offered as required by law.

5. Treatment Services and Results

CosMedic Clinic provides individualised appearance medicine and advanced skin treatments based on clinical assessment, professional judgement and informed consent.

Treatments include cosmetic injectables, SkinPen and DermaFrac microneedling, chemical peels, Healite LED light therapy and IPL treatments.

Treatment results vary between individuals and may depend on factors including skin condition, medical history, medications, lifestyle, treatment suitability and individual response.

Specific aesthetic outcomes cannot be guaranteed.

A change of mind following treatment, or dissatisfaction solely because a preferred aesthetic result was not achieved, does not automatically entitle a patient to a refund.

However, all services remain subject to applicable consumer guarantees, including the requirement to provide services with reasonable care and skill.

If you have concerns following treatment, please contact CosMedic Clinic so they can be appropriately assessed.

Where services do not meet applicable consumer guarantees, an appropriate remedy will be provided as required by law.

6. Treatment Suitability and the Right to Decline Treatment

Booking an appointment does not guarantee that a particular treatment will be provided.

All treatments are subject to clinical assessment, informed consent and professional judgement.

CosMedic Clinic may recommend against, postpone, modify or decline a treatment where there are reasonable clinical, safety or professional grounds for doing so.

These may include medical contraindications, medications or health conditions that increase treatment risks, pregnancy, recent or upcoming surgery, unrealistic expectations, or concerns about body image or psychological wellbeing where treatment may not be in the patient's best interests.

Further medical information or clearance may be requested where appropriate.

Decisions will be based on individual circumstances, clinical judgement and professional obligations, not unlawful discrimination.

Where a treatment cannot proceed, any applicable booking fee, advance payment or refund entitlement will be assessed fairly and in accordance with consumer law.

7. Advance Payments and Clinic Credit

CosMedic Clinic accepts advance payments towards future treatments and skincare purchases.

Payments may be made by direct bank transfer or other accepted payment methods.

Patients making direct bank transfers are asked to use their name as the payment reference so funds can be allocated correctly.

Advance payments may be held as clinic credit and used towards eligible future treatments or skincare products.

Refunds of Unused Prepaid Credit

Where a patient voluntarily requests a refund of unused prepaid funds rather than retaining the amount as clinic credit, a $50 administration fee may apply.

This fee is disclosed before advance payment arrangements commence and is intended to cover reasonable administration and processing costs.

Alternatively, the full unused balance may remain available as credit towards future eligible treatments or skincare purchases.

Any administration fee will be applied reasonably and in accordance with applicable consumer law.

No administration fee will be deducted where a full refund is required by law.

New patient booking fees are subject to the separate conditions in Section 4.

8. Gift Vouchers

CosMedic Clinic offers gift vouchers purchased directly from the clinic or through its Shopify online store.

Gift vouchers may be redeemed towards eligible treatments or skincare products, subject to clinical suitability and any conditions disclosed at purchase.

Voucher Validity

Gift vouchers sold from 16 March 2026 generally have a minimum validity period of three years from the date of purchase, unless a statutory exception applies.

Vouchers purchased before 16 March 2026 remain subject to their original expiry terms, where lawful.

The applicable expiry date will be clearly stated on the voucher or accompanying purchase information.

Voucher Conditions

• Gift vouchers are generally non-refundable for change of mind.

• Vouchers may be redeemed towards eligible treatments or skincare products.

• Treatment suitability remains subject to clinical assessment.

• Where a selected treatment is unsuitable, alternative eligible treatments or products may be considered.

• Any remaining voucher balance may be used towards future eligible purchases, subject to the voucher's terms and validity period.

Nothing in these conditions limits applicable statutory consumer rights.

9. Payment Methods and Surcharges

CosMedic Clinic accepts the following payment methods:

• Electronic card payments processed through Shift4.

• Afterpay, where available.

• Shopify online payments.

• Direct bank transfer.

A 1% surcharge applies to applicable Shift4 card transactions and will be disclosed before payment.

Payment surcharges will not exceed the applicable cost of accepting the payment method.

Afterpay transactions are subject to Afterpay's applicable terms and conditions.

10. Refund Processing

Where a refund is approved or required under applicable consumer law, it will generally be processed using the original payment method where practicable.

Processing times may vary depending on the relevant bank or payment provider.

For refunds by direct bank transfer, bank account details may need to be verified before funds are returned.

Any applicable deductions from a discretionary refund will be explained before processing.

Refunds required by law will not be reduced by administration charges that would unlawfully limit consumer rights.

11. Sale Products and Promotional Offers

Discounted products, promotional offers and special purchases may be subject to additional terms disclosed at the time of purchase.

Change-of-mind refunds are not generally available for sale products or promotional purchases.

This does not affect any applicable statutory consumer rights.

12. Consumer Rights

All products and services supplied by CosMedic Clinic are subject to applicable New Zealand consumer protection legislation, including the Consumer Guarantees Act 1993.

Healthcare services are also subject to applicable professional obligations and patient rights, including the Code of Health and Disability Services Consumers' Rights.

Nothing in this policy excludes, restricts or modifies rights that cannot lawfully be excluded.

Where a product or service does not meet applicable consumer guarantees, the appropriate remedy will depend on the nature and circumstances of the issue.

13. Contact Information

For product returns, appointment changes, cancellations, booking fees, gift vouchers, clinic credit or refund enquiries, please contact:

CosMedic Clinic
Inside HQ Health
80 Arena Avenue
Invercargill 9810
New Zealand

Email: info@cosmedicclinic.co.nz
Text: 027 387 6393
Website: www.cosmedicclinic.co.nz