Last updated: April 2026
At Dr Hans Clinics, customer satisfaction is important to us. This Refunds & Returns Policy outlines the circumstances under which refunds, returns, exchanges, and cancellations may be accepted, as well as the conditions that apply to products purchased through drhansclinics.co.uk.
This policy should be read alongside our Shipping Policy and Terms & Conditions.
1. Our General Returns Philosophy
Due to the clinical, cosmetic, and hygiene‑sensitive nature of many products sold by drhansclinics.co.uk, we operate a strict but fair returns policy that prioritises:
- Customer safety
- Product integrity
- UK consumer regulations
- Medical and hygiene compliance
Not all items are eligible for return or refund.
2. UK Consumer Rights (Summary)
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
You may be entitled to a refund or replacement if a product is:
- Faulty
- Damaged on arrival
- Not as described
3. 14‑Day Cooling‑Off Period (Distance Selling)
3.1 Eligibility
Under UK law, customers generally have 14 days from receipt of goods to cancel an order without providing a reason.
However, this cooling‑off right does not apply to:
- Products that are sealed for hygiene or health protection and have been opened
- Skincare, cosmetic, or medical products once the seal is broken
- Products made to order or personalised
- Perishable or time‑sensitive goods
4. Non‑Returnable & Non‑Refundable Items
The following items are strictly non‑returnable unless faulty:
- Opened or used skincare products
- Unsealed hygiene‑sensitive items
- Medical or clinical‑grade products
- Products showing signs of use, tampering, or damage caused after delivery
- Gift cards or promotional items
- Items purchased during clearance or final sale events (where stated)
5. Faulty, Damaged, or Incorrect Items
5.1 Reporting an Issue
If you believe your order is:
- Faulty
- Damaged during transit
- Incorrect
You must contact us within 48 hours of delivery and provide:
- Your order number
- Clear photographs of the product and packaging
- A brief description of the issue
Failure to report within this timeframe may affect eligibility.
5.2 Resolution Options
Once verified, we may offer (at our discretion):
- A replacement
- A partial refund
- A full refund
Refunds or replacements will only be issued after satisfactory assessment.
6. Change of Mind Returns
We do not accept returns for change of mind on products that are:
- Opened
- Used
- Hygiene‑sealed
- Medically regulated
For items eligible for return:
- They must be unused
- In original packaging
- In resalable condition
Return approval is not automatic and must be confirmed by us first.
7. Return Process
7.1 Requesting a Return
To request a return, please contact us with:
- Order number
- Reason for return
- Supporting images (if applicable)
Do not send items back without written approval.
7.2 Return Shipping
- Customers are responsible for return shipping costs unless the item is faulty or incorrect
- We recommend using a tracked Royal Mail service
- We are not responsible for lost or delayed return parcels
8. Refund Processing
8.1 Refund Method
Approved refunds will be issued via:
- The original payment method used at checkout
8.2 Processing Time
- Refunds are typically processed within 7–10 business days
- Bank or card providers may take additional time to reflect funds
Shipping fees are non‑refundable once an order has been dispatched, unless legally required.
9. Late or Missing Refunds
If you have not received your refund:
- Check your bank or card statement
- Contact your payment provider
- Contact us if the issue persists
10. Cancellations
10.1 Order Cancellation Before Dispatch
Orders may be cancelled before dispatch by contacting us promptly.
Once an order is processed or shipped, it cannot be cancelled.
10.2 Refused Deliveries
Refusing delivery does not automatically initiate a refund.
Return eligibility will be assessed once items are received back, if applicable.
11. Returned to Sender Orders
If an order is returned due to:
- Incorrect address provided by the customer
- Multiple failed delivery attempts
We reserve the right to:
- Deduct original shipping costs
- Charge a re‑delivery fee
- Refuse a refund where legally permitted
12. Promotional & Discounted Orders
- Promotional items are subject to the same returns standards
- Refunds are calculated based on actual amount paid
- Free gifts must be returned if a refund is issued
13. Abuse of Returns Policy
We reserve the right to:
- Refuse future returns
- Decline refunds
- Limit account privileges
If we identify excessive or abusive return behaviour.
14. Policy Amendments
This Refunds & Returns Policy may be updated at any time without prior notice.
The version applicable to your order is the one published at the time of purchase.
15. Contact Information
For refunds and returns enquiries, please contact:
Dr Hans Clinics
Website: https://drhansclinics.co.uk
Email: info@drhansclinics.co.uk
Response timeframe: 1–2 business days
Important Notice
Due to the nature of skincare and medical products, customer safety and product integrity are our highest priorities. We appreciate your understanding and cooperation with our returns process.