Returns Policy

1. Prescription and Custom-Compounded Medications: No Right of Return

Prescription medicines and custom-compounded formulations are made to your individual prescription and cannot be returned, exchanged, resold, or reused once they have been dispensed. This is not a policy choice; it is a legal and regulatory requirement in the UK. Specifically: (a) the Consumer Contracts Regulations 2013 (Regulation 28) exempt goods made to the consumer's specifications or clearly personalised, and sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed, from the 14-day right to cancel; (b) under the Human Medicines Regulations 2012 and GPhC Standards for Registered Pharmacies, any prescription medicine that has left our pharmacy's control must be treated as pharmaceutical waste and destroyed, and cannot be returned to stock or supplied to another patient. For these reasons, we cannot offer refunds, exchanges, or returns for prescription or custom items once they have been dispensed, save in the circumstances set out below (prescription declined before dispatch, damaged in transit, faulty, or supplied in error).

2. Non-Prescription Items: 14-Day Right to Cancel

For non-prescription items (for example accessories or non-medicinal products), you may cancel your purchase within 14 days of receiving the item, without giving a reason, under the Consumer Contracts Regulations 2013. You then have a further 14 days to return the item to us. The item must be unused and in its original condition and packaging. This right does not apply to prescription or custom-compounded medications for the reasons set out above.

3. How to Return a Non-Prescription Item

• •Email us at hello@hairrepairclinic.co.uk within 14 days of receipt to let us know you wish to return the item
• •Return the item within a further 14 days of notifying us
• •Include a note inside the package with your full name and order number so we can identify the return
• •Return postage is your responsibility and at your own cost
• •You are responsible for the item until it reaches us; we strongly recommend using a tracked service and keeping proof of postage
• •Send returns to: Hair Repair Clinic Ltd, 6 Dixon Street, Middleton, Greater Manchester, M24 6GS
• •Once we receive the item and confirm its condition, we will refund the item cost, together with the standard outbound delivery charge, within 14 days to your original payment method

4. When Refunds Are Available

• •Your prescription application is declined by our pharmacist
• •We are unable to fulfil your order for any reason
• •The product is damaged during delivery
• •The product is significantly different from what you ordered
• •The product is faulty or defective

5. Prescription Declined

If our pharmacist determines that your chosen formula is not suitable for you and no alternative can be found, you will receive a full refund. We will notify you by email and process the refund within 5-7 working days.

6. Damaged or Faulty Products

If your product arrives damaged or is faulty, please contact us within 48 hours of delivery. Please provide photos of the damage and your order number. We will arrange a replacement or full refund.

7. Incorrect Orders

If we have made an error with your order (wrong product, wrong strength, etc.), please contact us immediately. We will arrange collection of the incorrect item and send the correct one, or provide a full refund.

8. Delivery Issues

If your order does not arrive within 10 working days of dispatch, or is returned to us as undeliverable, please contact us. We will investigate with our delivery partner and either redeliver or provide a refund.

9. How to Request a Refund

• •Contact us at hello@hairrepairclinic.co.uk
• •Include your order number and reason for the refund request
• •Provide any supporting evidence (photos of damage, etc.)
• •We will respond within 2 working days

10. Refund Processing

Approved refunds will be processed within 5-7 working days. Refunds will be credited to the original payment method. Please allow additional time for your bank to process the refund.

11. Subscriptions

You can cancel your subscription at any time before the next renewal date. Payments already processed for upcoming deliveries may be refundable if the order has not yet been dispensed.

12. Exclusions

• •All dispensed prescription and custom-compounded medications, save where the product is faulty, damaged in transit, or supplied in error
• •Change of mind after a prescription product has been dispensed
• •Products that have been opened (unless faulty)
• •Delays caused by providing incorrect delivery information
• •Products used contrary to instructions

13. Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015. If you believe a product is not as described, not fit for purpose, or not of satisfactory quality, you may be entitled to a refund, repair, or replacement.