Refund and Return Policy
 

Este Aesthetic Hospital Limited
Trading as Este Medical Group

1. General Policy Overview

At Este Aesthetic Hospital Limited, we strive to ensure customer satisfaction across all aspects of our business—including both in-clinic services and aesthetic product distribution. This policy outlines the conditions under which refunds or returns may be requested for services and products, both within Bangladesh and for international customers.

2. Refunds for Aesthetic Services

Refunds for treatments are only considered in the following cases:

2.1. Eligibility for Refund

If the treatment/service booked cannot be provided due to unavailability of required medical facilities, specialists, or essential resources, the client is eligible for a full refund.

Refund requests must be made within [X days] from the date of scheduled treatment.

2.2. Refund Amount

100% of the advance payment or deposit will be refunded if the treatment is cancelled by the clinic/hospital before it begins. (POS charge will be deducted)

If partial services have been rendered (e.g., initial consultation, diagnostic tests or any session avail), the cost of those services sessions (Single service cost) price and POS charge will be deducted from the refund amount.

2.3. Refund Process

Refunds will be processed via the original payment method within reasonable time of approval.

Proof of payment and booking confirmation must be provided by the client.

Any administrative or bank processing fees are non-refundable.

Client must submit payment method such as bank details.

• Medical Grounds: If you are medically unable to continue your treatment plan, a refund may be issued upon submission of a valid medical report from a certified doctor.
• Service Unsuitability: If a treatment is deemed medically unsuitable by our clinician before commencement, an alternative treatment may be offered or a refund provided.
• Pro-rated Refunds: If a course of treatment has already begun, the refund will be calculated by:
  • Deducting the full list price of treatments already used.
  • Deducting any applicable administrative or non-attendance fees.
  • Returning the balance amount, if any.

Please note: Refunds are not granted for dissatisfaction with expected results, as results vary by individual.

3. Returns and Refunds for Aesthetic Products

We offer returns and/or refunds for products only under the following conditions:

3.1. Eligibility for Return

• The product is damaged, defective, or incorrect upon arrival.
• You notify us within 7 days of receiving the product.
• The product is unopened, unused, and in its original packaging.

3.2. Non-Returnable Products

• Products that have been opened, used, or tampered with.
• Products purchased on sale or part of promotional bundles (unless faulty).
• Items damaged due to customer misuse or mishandling.

4. Return Procedure (Local & International)

For Bangladesh Customers:

1. Contact us via phone at +880 1713-882992 or email at info@esteaesthetichospital.com within 7 days.
2. Provide proof of purchase and photos of the product (if damaged).
3. Ship the item back to our designated return address at your cost (unless the product is faulty or incorrect).
4. Upon inspection, a refund or replacement will be issued within 10 business days.

For International Customers:

• Returns must be coordinated through email at info@esteaesthetichospital.com.
• International returns are accepted only for damaged or incorrect items.
• Shipping costs for returns are paid by the customer unless the fault is ours.

5. Refund Timelines

• Refunds (if approved) will be processed within 7–14 business days.
• Refunds will be issued through the original payment method.
• Bank processing times may vary depending on your provider and country.

6. Cancellation of Orders

• Orders for products may be cancelled if the request is received before shipment.
• Treatment appointments may be cancelled with at least 48 hours' notice.
• Late cancellations or no-shows for treatments will result in forfeiture of the deposit or treatment session.

7. Contact for Refund & Return Requests

Este Aesthetic Hospital Limited
Trading as Este Medical Group
Address: Concord Silvy Heights (4th floor), Plot - 11/A,
Block- CWS (A), Bir Uttam Mir Shawkat Road,
Gulshan Ave, Dhaka
Phone: +880 1717-172713
Email: info@esteaesthetichospital.com

8. Policy Updates

We reserve the right to modify this Refund and Return Policy at any time. Updated versions will be posted on our website and available in-clinic.

By purchasing products or booking services with Este Aesthetic Hospital Limited, you acknowledge and agree to the terms of this Refund and Return Policy.