Refund policy

At Thrive Medical Aesthetics, our goal is to provide safe, effective treatments and high-quality medical-grade skincare. Because of the nature of our services and products, our refund policy is different for clinical treatments and retail products.

1. Clinical Treatments & Services

  • No refunds on services: Once a treatment or service has been performed, fees are non-refundable, including if results vary from person to person.
  • Consultations: Any applicable consultation fees are non-refundable, but may be applied toward treatment at our discretion.
  • Treatment Packages & Prepaid Series
    • Packages and series are non-refundable once purchased.
    • Unused sessions may be converted to clinic credit toward other eligible services at our discretion, at the current per-session value (not promotional value).
    • Packages may have an expiry date, unused sessions after expiry may be forfeited.
  • Results Disclaimer: Individual results vary based on skin type, medical history, lifestyle, and compliance with aftercare. We cannot guarantee specific outcomes and this is not grounds for a refund.

2. Deposits, Cancellations & No-Shows

  • Deposits: Some appointments require a non-refundable deposit to secure your booking.
    • If you cancel or reschedule within the allowed time frame, the deposit may be transferred once to a future appointment.
    • Late cancellations or no-shows may result in the full loss of the deposit.
  • Late Cancellation / No-Show Fees: Any applicable fees for late cancellation or missed appointments are non-refundable.

3. Skincare & Retail Product Returns

  • Unopened products: We accept returns of unopened, unused skincare or retail products within 14 days of purchase with proof of purchase.
    • Products must be in original packaging and resellable condition.
    • Approved returns may be refunded to the original method of payment or as store credit at our discretion.
  • Opened products: For hygiene and safety reasons, opened or used products are generally non-returnable and non-refundable.
    • In cases of a documented adverse reaction, we may offer an exchange or credit after review by a clinician.
  • Sale / promotional items: Sale, promotional, or final sale products are non-refundable and non-returnable.

4. Gift Cards & Prepaid Credits

  • All gift cards and prepaid credits are final sale.
  • They are non-refundable, non-transferable, and not redeemable for cash, except where required by law.
  • Lost or stolen gift cards cannot be replaced.

5. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or incorrect, contact us at info@thrivemedicalaesthetics.ca within 7 days of receiving your order with:

  • Your name
  • Order number
  • Description of the issue
  • Clear photos of the product and packaging

We will review and, if approved, arrange a replacement, exchange, or refund as appropriate.

6. How to Request a Return or Refund (Products Only)

To start a product return request, email us at info@thrivemedicalaesthetics.ca with:

  • Full name
  • Order number or proof of purchase
  • Product name(s)
  • Reason for return

If your return is approved, we will provide instructions on how and where to send the product back.
Unapproved returns or items sent without authorization will not be accepted.

7. Refund Timelines

Once an approved return is received and inspected, we will notify you of the outcome.
If a refund is approved, it will be processed to your original method of payment. Processing times may vary depending on your bank or card provider.

8. Your Rights

Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws in your province or territory.