Refund Policy | HairRx Clinic

Refund & Returns Policy

LEGAL

Last updated: 28/08/2026

1. Why Medicines Are Treated Differently

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day "cooling off" right to cancel and return goods purchased online does not apply to medicines that have been dispensed for you, for reasons of health protection and hygiene. This is a legal exemption that applies across the pharmacy sector, not a policy specific to us.

In short: once a medicine has been prepared and dispensed for you, we are unable to accept it back or offer a refund simply because you've changed your mind, in line with UK medicines and consumer protection law.

2. When a Refund Is Available

We will offer a full or partial refund, replacement, or correction in the following circumstances:

Dispensing error: if the product you received does not match what was prescribed for you.
Damaged in transit: if your order arrives damaged, leaking, or otherwise unusable. Please contact us within 48 hours of delivery, ideally with photographs.
Faulty packaging: if the bottle, dropper, or seal is faulty and this is reported promptly.
Non-delivery: if your order does not arrive within a reasonable time and is confirmed lost by our courier.

We are not able to offer refunds or exchanges where you have changed your mind, no longer wish to continue treatment, or experience side effects that are listed as a known possibility of the medicine prescribed — though we encourage you to contact us in any of these situations, as we may be able to help (for example, by adjusting your formulation at your next assessment).

3. Consultation Fees

Consultation fees are treated separately from product refunds:

Your consultation fee is redeemable against the cost of any prescription issued within 30 days of your appointment, where treatment is judged clinically appropriate.
If you cancel or reschedule at least 24 hours before your appointment, no charge applies beyond your original booking.
If you cancel with less notice, or do not attend without contacting us, the consultation fee is non-refundable and subject to a rebooking fee of £40. If you arrive more than 10 minutes late for your consultation, we may be unable to accommodate you and your appointment may be treated as a missed appointment, subject to our cancellation policy above.
If, following your consultation, your prescriber determines that no treatment is clinically appropriate for you, the consultation fee itself is non-refundable, as it covers the prescriber's professional time and assessment.

4. How to Request a Refund

Contact us at info@hairrxclinic.co.uk with your order details and a description of the issue. We aim to respond within 3 business days. Approved refunds are returned to your original payment method within 7 business days of approval.

5. Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015, including your right to a product that is of satisfactory quality, fit for purpose, and as described.

Refund & Returns Policy

LEGAL

Last updated: 28/08/2026

1. Why Medicines Are Treated Differently

2. When a Refund Is Available

We will offer a full or partial refund, replacement, or correction in the following circumstances:

Dispensing error: if the product you received does not match what was prescribed for you.

Damaged in transit: if your order arrives damaged, leaking, or otherwise unusable. Please contact us within 48 hours of delivery, ideally with photographs.

Faulty packaging: if the bottle, dropper, or seal is faulty and this is reported promptly.

Non-delivery: if your order does not arrive within a reasonable time and is confirmed lost by our courier.

3. Consultation Fees

Consultation fees are treated separately from product refunds:

Your consultation fee is redeemable against the cost of any prescription issued within 30 days of your appointment, where treatment is judged clinically appropriate.

If you cancel or reschedule at least 24 hours before your appointment, no charge applies beyond your original booking.

If, following your consultation, your prescriber determines that no treatment is clinically appropriate for you, the consultation fee itself is non-refundable, as it covers the prescriber's professional time and assessment.

4. How to Request a Refund

Contact us at info@hairrxclinic.co.uk with your order details and a description of the issue. We aim to respond within 3 business days. Approved refunds are returned to your original payment method within 7 business days of approval.

5. Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015, including your right to a product that is of satisfactory quality, fit for purpose, and as described.