At The Hairology Centre, we want you to feel confident every time you order with us. Because we supply both prescription and non-prescription products, our returns and refunds process works a little differently depending on what you have bought. Please read the section that applies to your order below.
Prescription Items
Prescription items are custom-made medical products, supplied following an online medical assessment carried out by a qualified prescriber. As these products are personalised to your individual medical needs, they cannot be returned or refunded once a prescriber has approved them and they have been sent out.
This is in line with UK consumer law, which excludes the following from standard return and refund rights:
- Medicines
- Personalised or customised items
- Products that cannot be resold or reused for safety reasons
As a result, we are unable to accept returns or issue refunds for:
- Prescription hair growth treatments
- Compounded or customised formulations
- Any product supplied following a medical assessment
- Opened or used medical items
If you think there is a fault with your prescription item, or it has arrived damaged or incorrect, please get in touch with us straight away so we can look into this for you.
Non-Prescription Items
For non-prescription cosmetic products, you have the right to return unopened, unused items within 14 days of delivery.
To qualify for a return, the item must meet the following conditions:
- It must be unused and in its original packaging
- Safety seals must be intact
- You must contact us before sending anything back
Once we have received and inspected the returned item, we will issue a refund to your original payment method.
Faulty or Damaged Items
If your order arrives damaged, faulty, or incorrect, please let us know within 48 hours of delivery. To help us resolve this as quickly as possible, please include:
- Your order number
- Photos of the issue
- A brief description of the problem
Once we have reviewed this information, we will arrange a replacement or refund where appropriate.
Cancellations
Prescription items
Once one of our clinicians has issued a prescription, that order cannot be cancelled, even if it has not yet left us. This is because the item has already been clinically approved and prepared just for you.
Non-prescription items
You may cancel your order at any point before it has been dispatched. If the order has already been shipped, it will need to be returned unopened in line with our standard returns policy above.
Late or Missing Refunds
If you have been approved for a refund but have not yet received it, please try the following steps:
- Check your bank account again, as refunds can take seven to ten days to appear
- Contact your card provider, as there is often some processing time before a refund is officially posted
- Contact your bank, as there can be a delay before this is reflected in your statement
If you have completed these steps and still have not received your refund, please get in touch with us, and we will be happy to help. Exchanges
We are unable to offer exchanges for prescription items, in line with the policy set out above. Non-prescription items may be exchanged where they are returned unopened, unused, in their original packaging, and in a resaleable condition.
Get in Touch
If you have any questions about this policy or would like to discuss an order, please contact us, and we will be glad to help.
The Hairology Centre
72 West Street
Marlow
Bucks
SL7 2BP
The Hairology Centre
UNTIL – 1 Orchard Street
London
W1H 6HJ
(by appointment only)
Email: patientcare@hairologycentre.com
Phone: 01628 876124
GPHC Registration No: 9011955