The Aesthetics Lab

Review: Disappointing Experience – Unlawful Refund Refusal and Poor Customer Treatment I recently booked a special offer HIFU treatment with The Aesthetic Lab Birmingham at their pop-up clinic in King’s Lynn on Friday, 11th July. The treatment itself went smoothly, and afterwards I was offered two follow-up sessions at a discounted rate. I paid in full for... Toon meer »

Review: Disappointing Experience – Unlawful Refund Refusal and Poor Customer Treatment

I recently booked a special offer HIFU treatment with The Aesthetic Lab Birmingham at their pop-up clinic in King’s Lynn on Friday, 11th July. The treatment itself went smoothly, and afterwards I was offered two follow-up sessions at a discounted rate. I paid in full for the initial treatment (which I received) and the two additional sessions (scheduled for one and two months later), receiving a 25% discount for booking in advance.

However, over the weekend I reconsidered and decided not to go ahead with the remaining sessions. On Monday, 14th July, I contacted the clinic to request a refund. I was told they were closed and would be contacted on Tuesday. On Tuesday, the practitioner who had performed my treatment informed me that a refund was not possible — only a transfer to another treatment.

This was disappointing, especially because the consent form I signed clearly states that clients have the right to change their mind at any time. The form makes no reference to any terms and conditions, nor was I verbally told that payments were non-refundable. It feels intentionally misleading.

I wrote to the clinic explaining that under UK consumer law, I am entitled to a full refund because:
• I changed my mind within 14 days of purchase
• I have not received the service yet
• I gave plenty of notice (1–2 months ahead)
• There was no mention of non-refundable payments in any document I signed or in our discussion

Their response? They emailed me a copy of their terms and conditions after the fact and offered no resolution. I’ve now given them 7 days to respond before taking further action.

What frustrates me most is the lack of transparency and poor attitude toward customer rights. I have visited many reputable aesthetic clinics in King’s Lynn, London, and abroad, and I have never encountered this kind of behaviour. In all my experiences, clinics have been reasonable, fair, and respectful — this is the first time I’ve felt misled and ignored.

While £430 may not be a huge amount to some, it’s not insignificant — and the principle matters. Refusing to refund a service not yet provided, and hiding refund policies, is not only poor customer care — it is unlawful. UK consumer protection law overrides internal policies.

I’m leaving this review to warn others: be extremely cautious when paying upfront here. Ask for all policies in writing, and be prepared that if you change your mind, you may not be treated fairly. Toon minder »

I had my body sculpting training today and it was the best training I have had!! Their prices are so reasonable and ED is so so knowledgeable and explained everything thoroughly was very patient with me and it was hands on training straightaway and u get to walk away with the machine and so so much support and ready to start your treatments straightaway as e... Toon meer »

I had my body sculpting training today and it was the best training I have had!! Their prices are so reasonable and ED is so so knowledgeable and explained everything thoroughly was very patient with me and it was hands on training straightaway and u get to walk away with the machine and so so much support and ready to start your treatments straightaway as everything is prepped and given to you.. i have previously been on courses where I felt like I can’t do this treatment on my clients. Training with aesthetic lab I feel confident to start on my own clients straight away. If you want to train in aesthetics they are the ones to go too! The best training I have had!!!! Loved every minute of it! I will be back for more training . Toon minder »

I did my foundation level aesthetics training at the aesthetics lab a few weeks ago and left feeling really confident and well set up to start practicing. Ed and Sam were great tutors and ensured we had the materials and information to then put into practice on models. They were both so patient will all the questions we asked, and gave lots of personal feedb... Toon meer »

I did my foundation level aesthetics training at the aesthetics lab a few weeks ago and left feeling really confident and well set up to start practicing. Ed and Sam were great tutors and ensured we had the materials and information to then put into practice on models. They were both so patient will all the questions we asked, and gave lots of personal feedback. I would definitely recommend training with the aesthetics lab if it is something you are considering Toon minder »