Terms and Conditions


Terms and Conditions- At He Luo Clinic we pride ourselves in striving for customer satisfaction. If for any reason you need to return an item, please get in touch with our Contact page or email us at jimi20071031@gmail.com stating your order number.


Terms and Conditions – We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy.
Items will be returned at the customer’s expense; therefore, we will refund you the price of the item(s) excluding the shipping cost paid. We also reserve the right to deduct a restocking fee.
You must obtain proof of postage (recorded/tracked delivery is advised) in case the return package is lost. Failure to do so could cause a delay in processing your refund.


Please note that returning an item for a refund or exchange is at the customer’s expense. If you would like to exchange your item, you will be charged postage for us to send the replacement.

1. Terms and Conditions- Definitions explained.

Reference to “We” and “Us” refers to He Luo Clinic (the Company).
Reference to “You” refers to the Buyer of the Items from Us.
“Contract” is the contract, between You and Us for the sale and purchase of Items.
“Items” are products purchased by You from Us, which incorporates these Terms and Conditions.
“Terms” are the Terms and Conditions, which apply.

2. Terms and Conditions – Pricing

2.1 The prices of Items stated on our website are the full prices excluding postage charges. Postage and packaging is charged at a flat rate and is calculated at the checkout.
2.2 Enquiries/quotations regarding costs for shipping overseas are available upon request. Please contact us directly at for a full quotation.
2.3 All published prices are subject to change at any time without prior notice.

3.Terms and Conditions –  Ordering Online

3.1 You warrant to Us that all information provided at the time of committing to Your order, is accurate and complete in all respects at the time of proceeding and that this information relates to You, the person placing the order and not to any third party.
3.2 When an order is made online, the order confirmation issued by the Company clearing the credit/debit card payment does not constitute acceptance of Your order from Us. We reserve the right to check any discrepancies in accordance with the details provided.
3.3 Any error in the ordering process due to technical or other reasons beyond our control, entitles Us to treat the order as being potentially invalid and non-binding.
4. Privacy
When placing an order You will provide personal information to Us. We will not disclose that information to any third party, except for the purpose of processing the order and arranging delivery. Your data is saved securely and You have the ability to opt out of marketing communications.

5. Terms and Conditions – Payment

5.1 All payments for Items, including the cost of packaging and delivery are payable in full before delivery takes place.
5.2 Online payments are made through PayPal. Credit or Debit Cards can be taken whether You have a PayPal account or not.

6.Terms and Conditions – Delivery

6.1 Once Your order is processed, We will endeavour to dispatch Your item(s) within 2 working days. We will send all Items tracked to be signed for via Royal Mail or another Courier. Please note; it is beyond our control to guarantee exact delivery times.
6.2 You must notify Us promptly and in any event within 48 hours on receipt of any Items if they appear to be damaged in transit. In such circumstances, You must also keep all packaging, as this may be required as proof if We wish to make a claim.
6.3 All Item(s) will be securely and safely packed to provide maximum protection during transit. We will also enclose our He Luo Clinic quality assurance check sheet to maintain our standards and prove that the item was in good order before sending.

7. Terms and Conditions – Returns

7.1 If You wish to return an item then You should email Us, quoting your order reference at jimi20071031@gmail.com and notify Us of the return within 14 days of receiving Your item(s). You should make it clear if You require an exchange or refund for the item at the time.
7.2 Any Items returned without prior notice in writing may be liable to not being accepted.
7.3 You must take reasonable care of the item(s) in your possession received from Us and return them in the same condition at the time of receipt. Returned Items must be appropriately packaged to avoid any potential damage. Your item(s) should be sent back to Us within 14 days from the cancellation date. You are responsible for postage costs and You must obtain proof of postage (recorded/tracked delivery is advised) in case your package is lost. Failure to do so could cause problems in processing your refund.
7.4 Subject to receiving the returned item(s) We will issue a refund to You within 14 days from that date. We also reserve the right to deduct a restocking fee and any other costs We may incur in connection with the return of the Items (no more than 10% of the purchase price).
7.5 Items should be returned in their original packaging to ensure they are adequately protected in transit.
7.6 Items should be returned as new, unused, and with all tags still attached (as applicable). Returns that are damaged or soiled may not be accepted and will only be accepted at the discretion of the Company.

8.Terms and Conditions –  Faulty Goods

8.1 Goods are classified as faulty, where there is a manufacturing fault. Please note that Items that are damaged as a result of wear and tear are not considered to be faulty. Any item that appears to be damaged deliberately may be subject to investigation.
8.2 It is also possible to exchange a faulty item please advise Us at the time of contact. We aim to replace the item for the same thing (subject to availability). wherever possible, We also offer to repair faulty Items if deemed as acceptable by You.
8.3 Faulty Goods – You must take reasonable care of the item(s) in Your possession in case you need to return anything to Us. If this is the case, the item(s) should be appropriately packaged to avoid any potential damage and sent back within 14 days from the cancellation date. Proof of postage will also be required and in the majority or circumstances, the postage charge will be refunded by Us the Company, subject to the postage cost being disclosed and approved in advance. The handling fee will not apply in the rare case that the item is faulty.

9. Terms and Conditions – Click and Collect

9.1 Secure a He Luo Clinic item by Using our Click and Collect Service. Once you’ve made your choice and paid for your item, it will then be on automatic reserve for You, allowing up to 7 days to collect from our store. You will receive an email confirmation on this basis.
Collection Point: He Luo Clinic
9.2 If collection exceeds the allocated 7 days, We will send You a reminder and agree to extend the deadline by a few days. Beyond this point, we will charge a discretionary surcharge of £7.00 per week which will be payable at the time of collection.

10.Terms and Conditions –  Delivery Services

10.1 Free UK Delivery applies to online purchases of £100 or more. Please allow up to 2 working days for Us to dispatch Your item(s), which will be sent standard as ‘tracked’ via Royal Mail or another Courier. Please note: it is beyond our control to guarantee exact delivery times.

11. Terms and Conditions – Photos and Usage

11.1 The photographs used on our website are subject to copyright and used for visual representation, to sell our products to You. The colours reflected are based on the best interpretation of the colours of each product and have been matched as close as possible but may not be exact.

12.Terms and Conditions –  Customer Care

12.1 At He Luo Clinic we pride ourselves in striving for customer satisfaction, however, if you have any concerns you wish to raise, please outline the matter in full, by writing to us at Customer Services, He Luo Clinic,