Returns Policy & Terms & Conditions

Returns Policy

If you are dissatisfied with your product, please get in touch with the team at the Skin Clinic at Urban Spa Beauty by emailing and we will aim to get back to you within 48 hours.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. 

We gladly accept returns for any Dermalogica products and will issue a full refund upon receiving your items from 30 days of the PURCHASE date.  Should you have a skin response to your product, please contact us as soon as possible to discuss. 

All returns must be pre-approved so please send an email to with your contact number and we will get straight back to you.  We will ask you to kindly provide the following information when returning an item:  date of purchase and batch number. We would also like to know why you are dissatisfied with the product and how soon after you started using the product were you dissatisfied.

Once approved, please place the unused item in its original shipped packaging.  You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but, without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

If your item is faulty or the wrong item, we will reimburse your postage.  We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.

Your Statutory Rights

Our Returns Policy does not affect your statutory rights.  For more information about your other statutory rights, please visit the UK Government's website at or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

Received An Incorrect Item?

We have high standards when it comes to packaging your order, but mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. We will endeavour to resolve your query with speed, ease and with minimal inconvenience.

Received A Damaged Item?

We take care to prevent any damage to your goods during transit but please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us by emailing  Please attach any pictures you have of the damaged item. A member of our team will review the details and offer the best resolution to resolve your query.


If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact us at 

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