Shipping & Delivery
Which countries do you ship to?
We ship from Switzerland to 14 European countries: Switzerland, Germany, Austria, France, Italy, Spain, Netherlands, Belgium, Luxembourg, Ireland, Portugal, Denmark, Sweden, and Finland.
How long does shipping take?
Order processing takes 3-10 business days after payment confirmation. Delivery times vary by destination and carrier (Swiss Post or DHL) and are estimates only, not guaranteed.
What are the shipping costs?
Standard shipping to Germany, France, Italy, Austria, and Switzerland is €19 for orders up to €250 (1 kg). Free shipping applies to all orders over €250. Express shipping is available at higher fees (typically €50+).
Who is responsible for customs duties and taxes?
Customers are solely responsible for any customs duties, VAT, taxes, or import fees in their destination country. InnovAestheticMed cannot predict or control these charges.
Returns & Refunds
Can I return medical aesthetic products?
We generally do NOT accept returns once delivered due to the professional and medical nature of our products. Medical aesthetic products (fillers, toxins, injectables, professional supplies) cannot be returned for safety, hygiene, and regulatory reasons.
Are there any exceptions to the return policy?
Returns are only accepted if the product arrives damaged, is defective upon delivery, or if the wrong product was received. You must contact us within 48 hours at Here with your order number, photos of the product/packaging, and proof of purchase. Returns are not accepted without prior written approval.
What about the EU 14-day return right?
While the EU 14-day cooling-off period applies to EU orders, it does NOT apply to sealed medical, hygiene, or healthcare products once delivered, unsealed, or where return would violate health and safety regulations.
How long do refunds take?
Approved refunds are processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund to your account.
What items cannot be returned?
Non-returnable items include: medical aesthetic products and injectables, personal care or hygiene-related products, hazardous materials or temperature-sensitive products, sale items, and gift cards.
Product Information
Are your products suitable for professional use?
Yes, our collections include professional-grade treatments designed for aesthetics clinics, including topical ampoules, exosome therapies, and anti-aging lines. Products may require professional knowledge or training for proper use.
Are your formulations clinically tested?
All our products are science-backed with rigorous safety standards and consistent quality across collections.
Who can purchase these products?
Customers must be the age of majority in their country of residence and legally authorized to purchase and use professional medical aesthetic products. Customers acknowledge responsibility to comply with all applicable laws and safety guidelines.
Orders & Payment
What currency do you accept?
We accept payments in EUR for all European markets.
When is my order confirmed?
Orders are accepted only after payment is received and confirmation is issued. Cancellations or modifications may not be possible once the order is accepted.
How do I track my order?
You'll receive tracking information once your order ships. Delivery times are estimates only. We are not responsible for delays caused by carriers, customs, or events beyond our control. Risk of loss passes to the customer upon transfer to the carrier.
Can prices change?
Yes, product descriptions, images, availability, and pricing may change without notice. We reserve the right to limit quantities or discontinue products.
Legal & Liability
What are my responsibilities as a customer?
Full responsibility for the use of devices lies entirely with the customer. Our company assumes no responsibility for non-compliance with local laws or regulations, improper or incorrect use of devices, or use by individuals not in perfect health or with contraindications.
Which laws govern these terms?
All transactions are governed by Swiss law, with jurisdiction in the competent courts of Switzerland.
