Returns Policy

1. Custom Compounded Medications

Our products are custom-made to your specific prescription and cannot be returned, resold, or reused for safety and hygiene reasons. This is a requirement under UK pharmaceutical regulations. Once a prescription medication has been dispensed, it cannot be accepted back.

2. 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

3. 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.

4. 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.

5. 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.

6. 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.

7. 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

8. 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.

9. 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.

10. Exclusions

• •Change of mind after the product has been dispensed
• •Products that have been opened (unless faulty)
• •Delays caused by providing incorrect delivery information
• •Products used contrary to instructions

11. 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.