RETURNS AND REFUNDS POLICY

Thank you for shopping at The Hairloss Shop (“HLS”, “us”, “our” or “we”). We value your satisfaction and want to ensure a positive shopping experience.  We hope that you will be delighted with your products (“Product(s)”) purchased from thehairloss.shop/ (“our Website”), but we understand that sometimes there may be a reason that you would like to return a Product that you have purchased from us. We aim to make this process as simple as possible.

This Returns and Refund Policy is provided by us as a voluntary service to address customer satisfaction and facilitate the resolution of potential issues. We aim to ensure that all our policies are in line with the relevant legislation. However, and for the avoidance of doubt, nothing contained in this Returns and Refund Policy shall be construed to limit, restrict, or take away any rights or remedies that you may have under applicable consumer laws and regulations.

Please note that Prescription Only Products (“POPs”) are not included in the standard definition of Products and are dealt with separately within this Returns and Refunds Policy.

1. RETURNS ELIGIBILITY
1. Products: Only Products that are unused, in their original condition, in their original packaging and capable of resale (as long as it is a non-disposable item and/or non-perishable, and well within its expiry date if applicable) are eligible for returns and/or refunds. We cannot accept returns for Products that are damaged, altered, or not in their original packaging, unless such Product(s) arrived in that condition and you are able to provide proof of such delivery.
2. Timeframe: To be eligible for a return, you must initiate the return process within 14 calendar days from the date of delivery as specified on the shipping carrier’s tracking information. You therefore have 14 days from the day you receive your Product(s) from www.thehairloss.shop (“Cooling-Off Period”) to inform our customer care team that you wish to return the Product(s) if it is no longer wanted, unsuitable, faulty or defective.
3. If the Product(s) develops a fault caused by a manufacturing or materials defect after the Cooling-Off Period, but within 12 months of receipt, we will utilise best endeavours to exchange the Product(s), where possible, on a like-for-like basis. Should a similar Product(s) be unavailable, we will offer you a refund if we are able to verify that the Product(s) is defective or faulty due to manufacturing fault and/or error.
4. If a Product(s) becomes faulty and/or defective due to misuse, incorrect storage, failure to adhere to the accompanying guidelines and specifications or consumer damage and is found not to be due to a manufacturing fault or error, we are unable to exchange or refund your Product(s).

1. RETURNS OF PRESCRIPTION ONLY PRODUCTS
1. Section 28 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provides that a contract for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery, cannot be cancelled at any time within the cancellation period. As such, HLS is, by law and under governance by the General Medical Council, not able to refund or resell any POPs once they have been delivered to you.
2. You may return any POPs, either during the Cooling Off Period or at any time after such Period has lapsed, to HLS for safe discard. Such returns will not be eligible for a refund as, by law, POPs cannot be resold once it has left our or our partner Pharmacy’s premises.

1. INCORRECT AND/OR DUPLICATE PRODUCT(S)
1. Our dispatch and packing team always do their best to ensure your Product(s) reaches you as quickly as possible. In the unlikely event that you receive duplicate or incorrect Product(s) as a result of our error, please let us know immediately and we can make arrangements for returning or collecting the Product(s) from you.
2. If a Product(s) is sent to you in error, please do not open, unseal or breach the packaging, and inform a member of our customer care team as quickly as possible.
3. If your POPs are found to be supplied incorrectly or in duplicate, a credit to your account may be requested if the Product(s) are unsealed.

1. RETURNS PROCESS – PRODUCTS ELIGIBLE FOR EXCHANGES AND/OR REFUNDS
1. Should your Product(s) be eligible for an exchange or refund, as stipulated in this Returns and Refund Policy, please contact us immediately if you wish to return the Product.
2. Once we have processed your request, we will provide you with an authorisation number along with details of how and where to return your Product(s). This authorisation number helps us process your return to HLS as quickly as possible.
3. In order to provide you with a seamless returns experience, please advise our customer care team whether you would like to exchange or fully refund your non-prescription Product(s).
4. If a Product(s) is returned to us without a returns authorisation number, this can significantly lengthen the time it takes to process a return.
5. If the Product(s) has been sent to the incorrect returns address, this may incur forwarding costs to the correct returns address which may be chargeable to you at our discretion. This can be avoided by following our returns procedure and obtaining a returns authorisation number along with the correct returns address.
6. Please refrain from sending Product(s) back unless you have been given your returns authorisation number and the return address details as some Product(s) may need to be sent directly back to the manufacturer.
7. Please pack your Product(s) securely and include a note within the package with your name, contact details, order number (e.g. HLS123456), return authorisation number and the reason for returning the Product(s). Usually, the packaging that you received the Product(s) in can be used to return it in, however sometimes this may not be suitable. Therefore, please use adequate packaging to protect the Product(s).
8. If a Product(s) is sent to us outside of the Cooling-off Period, and is not found to be faulty or damaged, and is therefore not eligible for a refund or credit, a £5.00 administration fee may be charged for processing the invalid return and the full postage costs, including packing and VAT, will be charged to return the Product(s) back to you.
9. Product(s) returned to us which are not purchased from HLS:
1. If a Product(s) is returned to us that has not been purchased from HLS, but has instead been purchased from another retailer, no refund or exchange of the Product(s) can be made.
2. HLS reserves the right to charge a £5.00 administration fee for processing the incorrectly returned Product(s), as well as the postage fee for returning the Product(s) to the sender.
3. HLS will contact the sender (if details have been provided) to make them aware of the incorrectly returned Product(s).
4. This situation can be avoided by checking where the Product(s) was purchased. If you are unsure of where you purchased the item, please contact our customer care team and we will be able to check our system to ascertain whether or not the order was placed with HLS.

1. REFUNDS
1. Under The Consumer Rights Act 2015, you have the right to a full refund if the purchased non-prescription Product(s) is faulty, not as described, or not fit for its intended purpose.
2. If your ordered Product(s) is eligible for refund under the provisions of this Returns and Refund Policy and you have informed us of same within the Cooling Off Period, you may request a full refund.
3. We will process the refund to your card used to make the purchase once we have received and processed and/or assessed (as applicable) the returned Product(s).
4. All postage, shipping and/or handling fees (as applicable) incurred by you in returning the unwanted Product(s) must be paid by you and are not refundable.
5. We will only refund you once we have received the returned Product and once we have verified that the Product(s) is returned due to an error by HLS or the Product(s) is faulty. If a returned Product(s) is found not to be faulty by our customer response team, we will return the Product(s) to you and you will be liable for the postage. Postage costs will vary depending on the size and weight of the Product(s).
6. We cannot refund or exchange Product(s) which are unsealed, damaged, used or otherwise not in a resalable condition, unless we have verified that the specific Product(s) are faulty.
7. HLS reserves the right to charge a 20% restocking fee at its sole discretion for Product(s) returned to us as unsuitable (where the Product(s) is not faulty and/or has not been sent in error). If you would like to check whether a restocking fee will apply to your return, please contact our customer services team.

1. RISK
1. When returning a Product(s) to us, you acknowledge and accept that the Product(s) is sent back at your own risk. We recommend using a reputable shipping service with tracking and insurance to ensure the safe and reliable return of the Product(s).
2. We shall not be held liable for any loss, damage, theft, or non-delivery of the returned Product(s) during transit. It is your responsibility to properly package the Product(s) to prevent any damage that may occur during postage and/or shipping (as applicable).
3. We strongly recommend using a tracked delivery service with adequate insurance or cover for loss and/or damage to the Product(s), retaining proof of shipment and tracking information as evidence of the return. It is also advisable to contact our customer service team to notify them of the return and provide any relevant tracking details.
4. In the event that the returned Product(s) is lost, damaged, or not received by us, you agree to assume all associated risks and acknowledge that we will not provide a refund or exchange until the Product(s) is received and inspected by our team.
5. By initiating a return and sending the Product(s) back to us, you agree to the terms and conditions outlined in this Returns and Refunds Policy and understand that any loss, damage, or non-delivery during transit will be at your own risk.

1. CANCELLATION: PRODUCT(S) NOT YET RECEIVED
1. We and our partner Pharmacy are under a legal duty to supply Product(s) that are in conformity with the purchase contract which is formed when you place your order. The Product(s) must be as described, fit for purpose and of satisfactory quality. These rights are subject to certain exceptions. For detailed information, please visit the Citizens Advice website at www.adviceguide.org.uk or call 03444 111 444.
2. If you are cancelling an order for a reason set out below, the contract will end immediately and we will refund you in full for any Product(s) which have not been provided. The qualifying reasons are as follows:
1. we have told you about an upcoming change to the Product(s) that you have purchased or our Terms and Conditions which you do not agree to;
2. we have informed you about an error in the price or description of the Product(s) you have ordered and you do not wish to proceed;
3. there is a risk that supply of the Product(s) may be significantly delayed (by more than one calendar month) because of events outside our control;
4. we have suspended the supply of the Product(s) you have ordered for technical reasons, or we notify you that we are going to suspend them for technical reasons, in each case for a period of more than one calendar month; or
5. 7.2.5.you have a legal right to end the contract because of something we have done wrong.

1. CONTACT US
1. Our customer care team can be reached in the following ways:
1. 8.1.1.Call us on 0203 819 8805
2. 8.1.2.Email us at hello@thehairloss.shop or
3. 8.1.3.Write to us at
   The Hairloss Shop Ltd,
   Victoria Court,
   91 Huddersfield Rd,
   West Yorkshire,
   HD9 3JA

RETURNS CHECKLIST

Here’s a handy returns checklist to help make sure you have everything you need before returning your Product(s):