Return and Refund Policy

Last updated: 26th July 2022. Thank you for shopping at Westbourne Medical Studios.If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

  • Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Westbourne Medical Studios, 20 Lynedoch Cres, Glasgow G3 6EQ.
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.
  • Service refers to the Website.
  • Website refers to Westbourne Medical Studios , accessible from https://www.westbournemedicalstudios.com/
  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

You are entitled to cancel Your Order within 14 days without giving any reason for doing so.

The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

Appointment Cancellation Policy

You agree to our Cancellation terms ( found in our T&C’s ), which reserves the right to charge you a cancellation fee of 50% of the cost of your appointment. Please Cancel Appointments by telephone or email no less than: 24 Hours before.

Westbourne Medical Studios reserve the right to cancel or reschedule an appointment at any time. On such an occasion the patient will be offered a full refund or an alternative appointment time to suit.

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last 14 days
  • The Goods are in the original packaging

The following Goods cannot be returned:

  • The supply of Goods made to Your specifications or clearly personalized.
  • The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.

Returning Goods

You are responsible for the cost and risk of returning the Goods to us. You should send the Goods at the following address:

20 Lynedoch Crescent, Glasgow, G3 6EQ.

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Terms Of Engagement

The patient agrees to commit to the appointment and to pay for the consultation in full.

The patient is notified of all initial consultation fees in advance of the appointment.

Any extra costs over and above the consultation fee will be discussed with the patient before proceeding with the extra service.

The patient is liable to pay all fees in full on completion of the appointment.

Late payment of fees without prior arrangement (within 7 days) may incur interest at 5% over current bank base rate.

To avoid paying our standard cancellation fee of 50% please give no less than 24 hours notice if you are unable to attend your appointment. Please see our cancellation policy for more details.

Complimentary follow up calls/emails are solely at the discretion of Westbourne Medical Studios.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

 

Complaints Policy

At any stage in the complaints process the patient can refer their complaint directly to Healthcare Improvement Scotland.

Westbourne Medical Studios aim to offer a premium service at all times, but should you ever feel that this is not the case, we are grateful for any feedback which will help us further improve our patient/client experience.

If any aspect of the care received from Westbourne Medical Studios is not meeting the standards you may have hoped, we are more than happy to have an informal chat with you to endeavour to rectify the problem as soon as we possibly can .

We want you to know that you are able to raise an informal complaint at any time and would actively encourage you to speak to any member of staff who will bring the issue to the attention of the manager on the day the complaint was made.

We pride ourselves in good communication and would welcome the opportunity to have a chat with you in person or on the phone in the hope that any issue would be resolved as quickly as it had arisen.

In the unfortunate event that you feel you have cause to make a formal complaint, we ask that you follow our complaints procedure which is set out below. We hope that we can address any issue easily and quickly and as amicably as possible.

Who Can make a Complaint?

  • Any patient/client who has received any form of treatment from Westbourne Medical Studios
  • Any person acting on behalf of the above e.g. parent guardian, legal advocate etc)

Please note that we adhere strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we require that you have their permission, in the form of either written or verbal consent.

  • Any person who has reasonable cause for concern that Westbourne Medical Studios is failing to provide satisfactory services for their patients/clients.

How to complain

All complaints should be addressed to Diane Corcoran, Westbourne Medical Studios, 20 Lynedoch Crescent, Glasgow G3 6EQ or by emailing info@westbournemedicalstudios.com

Diane will explain the complaints procedure to you and will make ensure that your concerns are dealt with promptly. It will be a great help if you can be as specific as possible about your complaint. All clinical complaints will ultimately be addressed by our Medical Director Dr Veronica A McBurnie.

What Happens next

Receipt of any complaint will be acknowledged in writing within three working days. We will aim to complete our investigation into your complaint within 10 working days. We will contact you to let you know if for any reason we are unable to do this, e.g. if a member of staff critical to the investigation is unavailable. Once our investigation is complete, we shall inform you of the outcome and where necessary issue you an apology if your complaint is upheld.

The main aim of our investigation will be to find out what happened, why it happened, what we are able to change as a result of the complaint and what we have collectively learned going forward.

Healthcare Improvement Scotland

Westbourne Medical Studios would hope to work with you to achieve resolution, maintaining good relations wherever possible. Should you feel for whatever reason that you are ultimately dissatisfied with the outcome of our investigation, you are entitled to contact our regulatory body, Healthcare Improvement Scotland at the address below.

Healthcare Improvement Scotland

Independent Healthcare Services Team

Gyle Square

1 South Gyle

Edinburgh

EH12 9EB

Tel: 0131 623 4342

Email: his.ihcregulation.nhs.scot

At Westbourne Medical Studios we take pride in providing you with a very personalised service alongside clinical excellence in private healthcare.