1. Introduction

This Delivery, Returns & Refunds Policy outlines the terms under which products purchased from Harley Street Hair Transplant Clinics may be delivered, returned, or refunded.

This policy applies to all products sold through our website, including both non-medicinal products (such as shampoos and supplements) and medicinal products (including prescription treatments).

By placing an order with us, you agree to the terms set out in this policy.

2. Delivery

We aim to ensure that all orders are processed and delivered in a timely, secure, and discreet manner.

Orders are typically dispatched once payment has been successfully processed and, where applicable, following clinical approval. Standard UK delivery is usually completed within two to five working days.

Express delivery options may be available and will be displayed at checkout where applicable.

While we make every effort to meet estimated delivery times, delays may occasionally occur due to factors outside our control, including courier delays or operational disruptions. We cannot accept responsibility for such delays. All orders are packaged discreetly to protect your privacy.

3. Returns – Non-Medicinal Products

You may return non-medicinal products, such as shampoos or supplements, provided that they meet the following conditions:

• The product must be unused, unopened, and in its original packaging, and the return must be requested within fourteen days of delivery.
• Returned items must be in a condition suitable for resale. We reserve the right to refuse a return if the product has been opened, used, damaged, or is otherwise not in a resalable condition.
• Once a returned item has been received and inspected, we will notify you of the outcome of your return request.

4. Returns – Medicinal Products

Due to strict regulatory and safety requirements, we are unable to accept returns of medicinal products. This includes:

• Prescription-only medications
• Any treatment that has been dispensed specifically for you

Once medicinal products have been supplied, they cannot be returned, reused, or resold, even if unopened.

This policy is in place to ensure patient safety and compliance with pharmaceutical regulations.

5. Faulty, Damaged, or Incorrect Items

If you receive a product that is faulty, damaged, or incorrect, you must notify us within forty-eight hours of delivery.

We may request photographic evidence to assess the issue.

Where a fault or error is confirmed, we will offer an appropriate resolution, which may include a replacement or a full refund.

In such cases, we will cover any reasonable return costs.

6. Right to Cancel (Consumer Contracts Regulations)

Under the Consumer Contracts Regulations, you have the right to cancel your order within fourteen days of receiving your goods.

However, this right does not apply in certain circumstances, including where:

• Products have been opened or used
• Sealed items have been unsealed after delivery
• The goods are medicinal or prescription products

Where cancellation rights apply, you must notify us within the fourteen-day period and return the goods in accordance with this policy.

7. Refunds

Refunds will only be issued in accordance with the terms set out in this policy.

You may be eligible for a refund where:

• • You return an eligible non-medicinal product within the permitted timeframe and in acceptable condition
  • You receive a faulty, damaged, or incorrect item
  • We are unable to fulfil your order

Refunds will not be issued for:

• Medicinal or prescription products once dispensed
• Opened or used items
• Returns requested outside the permitted timeframe

All refunds will be processed to the original payment method used at checkout.

8. Refund Processing

Once a returned item has been received and approved, or where a refund has otherwise been agreed, we will process your refund within fourteen days.

The time taken for funds to appear in your account may vary depending on your payment provider.

9. Return Costs

Unless a product is faulty, damaged, or incorrect, you are responsible for the cost of returning items to us.

We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

10. How to Request a Return or Refund

To request a return or refund, you must contact our support team and provide your order details.

You should include your order number, a description of the issue, and any relevant supporting information such as photographs where applicable.

Our team will provide instructions on how to proceed with your request.