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Returns and Refund Policy

Last Updated: [Insert Date]

1. Introduction

This Returns and Refund Policy sets out your rights and obligations when returning products or requesting refunds from [Your Company Name] (“we”, “us”, “our”) via https://nonordinaire.co.uk/ (“the Website”).

We are committed to complying with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2. Cosmetic Products

2.1 Right to Cancel

  • You have the right to cancel your order for non-prescription cosmetic products within 14 days of receiving your goods.
  • Cancellation must be communicated to us via [Insert Contact Email].

2.2 Returns

  • Products must be unopened, unused, and in their original packaging to be eligible for a refund.
  • You are responsible for the cost of returning the products unless they are faulty or not as described.

2.3 Refunds

  • Refunds will be processed using the original payment method within 14 days of receiving the returned products.
  • Shipping costs are non-refundable unless the product is faulty or incorrectly sent.

3. Prescription-Only Medicines (POMs)

  • POMs cannot be returned due to legal and safety reasons.
  • Refunds are only available if the order is cancelled before dispensing.
  • You must provide accurate health information and mandatory consent for clinicians to access your Summary Care Record (SCR) before prescription.

4. In-Clinic Treatments

  • Cancellations must be made at least 48 hours before the scheduled appointment.
  • Late cancellations or no-shows may be subject to full charges.
  • Refunds for prepaid treatments are only available if cancellation is made in accordance with this notice period.

5. Online Consultations

  • Cancellations for online consultations must also be made at least 48 hours in advance.
  • Refunds are only available if the cancellation is made within this notice period.
  • Consultation fees are non-refundable for late cancellations or missed appointments.

6. Faulty or Incorrect Products

  • If you receive a faulty, damaged, or incorrect product, please contact us immediately at [Insert Contact Email] with a description and photo of the item.
  • We will arrange a replacement or full refund, including the cost of return postage.

7. Exchanges

  • We do not generally offer product exchanges.
  • If you wish to exchange a cosmetic product, please contact us, and we will provide guidance on returning and repurchasing the item.

8. How to Return Items

  • Contact [Insert Contact Email] to request a return.
  • Package items securely to avoid damage during transit.
  • Include your order number and reason for return.

9. Refund Processing

  • Once we receive and inspect returned items, we will notify you of the refund status.
  • Approved refunds will be issued within 14 days using the original payment method.
  • Refunds may take additional time to appear on your bank statement, depending on your payment provider.

10. Legal Rights

This policy does not affect your statutory rights under UK consumer law, including your right to receive goods that are of satisfactory quality, fit for purpose, and as described.

11. Contact Us

For any returns, cancellations, or refund queries, please contact:

Email: [Insert Contact Email]
Address: [Insert Company Address]