At Avana Wellington – Cosmetic and Laser Clinics, we are committed to delivering quality service. To ensure fairness and clarity, please review our cancellation and refund policies below.

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General Policy

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• We have a no-refund policy for purchases where you simply change your mind.

• Treatments and services are not transferable to other individuals or clinics.

• We require at least 48 hours’ notice for any appointment cancellation.

• Cancellations made within 48 hours, or failure to attend a booked appointment, will incur a 50% cancellation fee of the treatment cost.

• For prepaid treatments, late cancellations or no-shows will result in the treatment being forfeited.

• Refunds will only be provided where required under New Zealand Consumer Law.

• Deposits paid for cosmetic injectable treatments are non-refundable.

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Product and Treatment Results

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Product Returns & Refunds

• Change of mind: We do not offer refunds or exchanges for change of mind. For hygiene and safety reasons, we cannot accept returns of opened or used skincare/homecare products.

• Skin sensitivities & reactions: If you experience irritation or an unexpected reaction, stop using the product immediately and contact us within 72 hours so we can assess and support you.
   

Treatment Outcomes & Support

• If you are unhappy with a treatment or its results, please contact us within 72 hours of your appointment so we can assess the concern and offer appropriate support.

• Completed beauty and aesthetic services are non-refundable when delivered with reasonable care and skill, matched their description, and no specific result was guaranteed.

• Due to the nature of cosmetic treatments, individual results may vary and are not guaranteed.
   

Prepaid Treatments

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• Prepaying for treatments provides savings according to our pre-payment schedule.

• No refunds are available on prepaid treatments.

• Prepaid treatments are not transferable to other individuals, treatment areas, or clinics.

• Expiry dates:

• Less than 10 treatments → 12 months

• 10 or more treatments → 18 months

• 48 hours’ notice is required for cancellations of prepaid appointments.

• If you cancel within 48 hours or fail to attend, the prepaid treatment will be forfeited.

• By purchasing prepaid treatments, you agree to these terms.

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                                                                         Lost or Missing Parcels

• For online product orders, once your parcel has been collected by NZ Post you will receive tracking details. Delivery is deemed complete when NZ Post confirms delivery on their tracking website. At this point, the responsibility for the parcel passes to you as the customer.

• If you cannot locate your parcel after NZ Post has recorded it as delivered, please first check with household members and neighbours. If still missing, you may need to raise a claim directly with NZ Post or report the matter to the Police. Unfortunately, Avana Wellington cannot accept responsibility for parcels that are lost or stolen after NZ Post has confirmed delivery.

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Free Consultation Policy

• We offer a complimentary initial skin assessment consultation for first-time clients. This 20-minute consultation helps us understand your skin concerns and recommend suitable treatments.

• Terms:

• First-Time Clients Only – the free consultation applies only to new clients.

• Duration – maximum of 20 minutes.

• Subsequent Consultations – any follow-up skin assessment consultations will incur a fee (per 20 minutes). Please contact us for details on applicable charges.

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Final Note

We appreciate your understanding of our policies, which allow us to provide the best possible care and service to all clients. We look forward to assisting you with your skincare and cosmetic treatment needs.