Terms & Conditions

Filler Face Ltd — Terms & Conditions

1. Introduction

These Terms and Conditions govern the sale and purchase of products through Filler Face Ltd (“we”, “us”, or “our”).
By placing an order, you agree to be bound by these Terms. This does not affect your statutory rights under UK consumer protection law.

2. Age and User Conduct

  • Age Requirement: You confirm that you are at least 18 years of age.

  • Account Accuracy: You agree to maintain only one account with accurate and up-to-date details.

  • Authenticity: Impersonating others or providing false or misleading information is strictly prohibited.

  • Ethical Use of Offers: Promotions and discount codes must be used fairly and as intended.

  • External Links: When accessing third-party sites via links on our website, you agree to review and comply with their terms and policies.

  • Automated Access: Use of automated systems or software (including “screen scraping”) to extract data from our site is prohibited without a licence from us.

  • Access Restrictions: You must not bypass or disable any security or content-protection features.

  • Intellectual Property: You may not copy, reproduce, or republish any part of our website or content without our written consent.

3. Medical Practitioner Responsibility

Our products are intended for use by qualified medical practitioners.
By purchasing, you confirm that you are a qualified practitioner or are purchasing on behalf of one.

Professional Use Only:
All injectable or prescription-only products sold on this website are intended strictly for use by trained, qualified, and insured medical professionals.
Products must not be self-administered or used by individuals without appropriate clinical qualifications.
Filler Face Ltd accepts no liability for adverse reactions, injuries, or outcomes resulting from self-administration or misuse.

Regulatory Notice:
Products supplied by Filler Face Ltd are cosmetic or medical-device-classified and are not prescription medicines.
They are supplied strictly for professional aesthetic use in accordance with UK and EU medical device and cosmetic product regulations.
Nothing on this website constitutes medical advice or substitutes for professional consultation.

4. Product Descriptions & Information

Non-Advisory Content:
All product descriptions, usage guidelines, and informational text on our website are provided for general reference only and do not constitute professional or medical advice.
Customers must verify product instructions, precautions, and usage information directly with the manufacturer or the accompanying product packaging.
Filler Face Ltd does not accept liability for reliance on website descriptions or third-party materials for clinical decision-making.

5. Authenticity & Traceability

All products are sourced from authorised distributors or licensed importers.
Batch numbers and expiry dates are recorded and traceable.
Customers must check these upon receipt and report any discrepancies before use.

6. End-User Responsibility & Indemnity

By purchasing, you agree to take full responsibility for safe storage, handling, and administration of products.
You agree to indemnify and hold Filler Face Ltd harmless against any claims, damages, or losses arising from misuse, unauthorised administration, or failure to comply with professional regulations.

7. Storage & Handling

Products must be stored according to manufacturer instructions.
Filler Face Ltd is not liable for degradation, spoilage, or product failure caused by improper storage, temperature exposure, or handling after delivery.

8. Limitation of Liability

Our liability for any claim relating to the purchase or use of our products is limited to the total amount paid for those products.
We accept no liability for indirect, special, incidental, punitive, or consequential losses — including delay in delivery — arising from the purchase or use of our products.

9. Governing Law

These Terms are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from or in connection with these Terms.

10. Amendments

We may amend these Terms and Conditions at any time. Any substantial updates will be published on our website and take effect immediately upon posting.

Shipping Policy

1. Shipping Services

We use a range of domestic and international shipping providers. The available options and carrier will be shown at checkout.

2. Processing Time

Orders placed before 4:00 pm (Mon–Fri) are typically processed the same day.
Orders placed after 4:00 pm, on weekends, or on UK public holidays will be processed the next working day.

3. Shipping Rates & Delivery Estimates

Shipping charges are calculated at checkout.
Standard delivery is typically within 24 hours, while express delivery guarantees next-working-day arrival by 1 pm for orders placed before 4 pm.

4. Shipment Confirmation & Tracking

Once your order is dispatched, you will receive an email containing tracking details.

5. Customs, Duties & Taxes

Customers are responsible for any customs fees, import taxes, or local regulatory restrictions in their country.
We do not issue refunds for shipments delayed, seized, or lost due to non-compliance with local regulations.

6. Damages & Lost Shipments

We are not liable for goods damaged or lost in transit.
If your order arrives damaged, please contact the carrier directly and retain all packaging and photographic evidence.
We will assist with claims where possible, but recovery of funds cannot be guaranteed.

Returns & Refunds Policy

1. Product Returns

Returns are only accepted for items that are unopened, unused, and have a proven manufacturing defect.
Return requests must be submitted within 14 days of receipt.

Batch & Serial Number Verification:
Returned products must correspond exactly to the batch and/or serial numbers originally shipped.
Any mismatch, tampering, or removal of identifying labels will void the return and refund eligibility.

Hygiene & Cold-Chain Restriction:
Due to hygiene and product integrity standards, we cannot accept returns of sterile or temperature-sensitive products once they have left our control, unless a manufacturing defect is confirmed.

2. Refund Eligibility

Refunds are only issued for verified manufacturing defects and confirmed batch/serial matches.
Products that have been opened, used, or tampered with are not eligible for refund.

Shipping Delay Refunds:
Refunds or partial refunds for delivery delays are issued at our discretion.
If items are ultimately delivered, they remain subject to the applicable delivery fee.
We may, at our sole discretion, refund part of the delivery charge if a carrier delay occurred outside the stated delivery timeframe.

3. Refund Processing

Approved refunds will be processed to the original payment method within 7 working days of receiving and verifying the returned product.

4. Reporting Issues

All issues must be reported within 3 days of receipt, including clear details and photos where applicable.

5. Shipping for Returns

Customers are responsible for return shipping costs.
We strongly recommend using a trackable service, as we cannot guarantee receipt of returned goods.

6. Exchanges

We only replace items if they are defective or damaged.
To arrange an exchange, contact info@fillerface.co.uk.

7. Order Cancellations

Orders may be cancelled only before dispatch.
Once shipped, standard return conditions apply.

These terms do not affect your statutory rights under the Consumer Rights Act 2015.