Returns & Refunds.
Clear, fair, and what you should expect.
Medical-grade skincare & retail products
Unopened products in their original packaging can be returned within 14 days of purchase for a full refund or in-clinic credit. Bring or mail the product with your receipt.
For health and safety reasons, opened skincare products, peels, masks, and applicators cannot be returned. If you experience a reaction or are unsatisfied with a product, contact the clinic within 14 days — we will evaluate on a case-by-case basis and may issue a partial credit toward an alternate product.
Defective or damaged-in-transit items will be replaced at no cost. Notify us within 7 days of delivery.
Treatment deposits
Consultations and individual treatment appointments do not require a deposit unless booked over $500 in value or scheduled within a peak window. When a deposit is taken, it is applied to the cost of the treatment at the time of service.
Deposits are fully refundable with at least 48 hours' notice. Cancellations within 48 hours forfeit the deposit. No-shows forfeit the deposit and may be charged the full appointment fee at the clinic's discretion.
IV Wellness Memberships (JUVENIS, VIVUS, AETAS)
Memberships are billed monthly. You may cancel at any time with 30 days' written notice sent to info@juvenescencewellness.ca. Cancellation takes effect at the end of the current billing cycle.
Unused IV sessions roll over according to the membership tier's rollover policy (1 month for JUVENIS, 2 months for VIVUS, 3 months for AETAS). Rolled-over sessions cannot be redeemed for cash and are forfeited upon cancellation.
If a clinical or medical reason prevents you from receiving scheduled treatment, contact the clinic to pause the membership without charge for up to 3 months.
Privé Membership
The Privé membership is invitation-based and operates as aesthetic banking — monthly contributions accumulate toward treatment. Funds on account are refundable with 30 days' notice if no treatments have been redeemed within the current 6-month period. Treatments already received are not refundable.
Gift certificates
Gift certificates are non-refundable but do not expire. They can be transferred to another patient at any time.
Aesthetic treatment outcomes
Medical aesthetic procedures (injectables, threads, PRP, microneedling, peels) produce variable results based on individual biology, anatomy, and adherence to pre- and post-procedure instructions. Outcomes cannot be guaranteed.
If you are unhappy with a result, contact the clinic for an honest assessment. Where clinically appropriate and within the timeframe that a correction or touch-up is feasible, we will work with you. We do not refund treatment fees for outcome dissatisfaction once a product has been administered.
How to start a return or request
Email info@juvenescencewellness.ca with your name, date of purchase or appointment, and what you're hoping to resolve. We respond within one business day. For urgent matters, call 250-932-6171 during clinic hours (Tue / Fri / Sat, 9–5).
This policy applies to purchases made directly through Juvenescence Wellness in Lake Cowichan, BC. It is subject to change — the policy in effect on your date of purchase is the policy that applies. Last updated: May 2026.