Returns and Refunds Policy

Prescription medicines cannot be returned

Once a prescription medicine has been dispensed and shipped, it cannot be returned, exchanged or refunded, even if the box is unopened and the seal is intact. This is a legal and safety rule, not a commercial choice. A registered pharmacy cannot accept back any medicine that has left its control, because there is no way to be certain how it has been stored, handled or transported. Returned medicines cannot be re-dispensed to anyone else and must be destroyed safely. For these reasons we are not able to offer a return or refund on dispensed prescription items.

If you have a prescription medicine you no longer need, please do not throw it in your household bin or flush it. Take it to any pharmacy and they will dispose of it safely and free of charge.

When we will put a prescription order right

Although dispensed medicines cannot be returned, we will of course act if there is a problem with your order that is our fault or the pharmacy’s. Please contact us within 7 days of receiving your order if any of the following apply, so we can investigate and arrange a replacement or refund where appropriate:

In these cases please keep the item and its packaging, and do not use it. Send us clear photos if you can, as this helps us and the pharmacy resolve the issue quickly. Where a fault is confirmed, we will arrange a replacement or a refund without further cost to you. Please do not post a medicine back to us unless we specifically ask you to.

Non-prescription products

Non-prescription products include items such as shampoos, scalp foams, serums, supplements, dermarollers and similar hair care or grooming products. These are not prescription-only medicines, so different rules apply. For hygiene and safety reasons we cannot accept the return of any product that has been opened, used, or had its seal or hygiene strip broken, unless the product is faulty, damaged or was sent in error.

If a non-prescription product reaches you faulty, damaged or incorrect, please contact us within 14 days of delivery. We review these returns on a case-by-case basis. Where we confirm the product is faulty, damaged or wrong, we will offer a replacement or a refund, and we will cover the cost of return postage in those cases. Please keep the item and any packaging, and tell us your order number when you get in touch.

For sealed, unused non-prescription products that are not faulty, please contact us before sending anything back. We will tell you whether a return is possible and how to arrange it. Return postage for a change of mind is your responsibility, and any refund will be for the product itself rather than the original delivery charge.

Your right to cancel and the Consumer Contracts Regulations

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers buying online usually have a 14 day cooling-off period in which they can cancel an order and return goods for a refund. However, the Regulations set out specific exemptions, and one of them covers medicines. The 14 day right to cancel does not apply to medicinal products supplied to you, which is why dispensed prescription medicines cannot be returned or refunded once sent. The cancellation right also does not apply to sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed.

If you want to cancel before your order has been dispensed or shipped, contact us as soon as possible using the details below and we will stop the order and refund you in full where we are able to do so. Once a prescriber has approved and the pharmacy has dispensed and shipped a medicine, it can no longer be cancelled or refunded.

None of this removes your legal rights. If a product is faulty, not as described, or not fit for purpose, you keep your rights under the Consumer Rights Act 2015, and those rights apply alongside this policy.

How to start a return or report a problem

You can reach our customer support team by email at support@drcinik.co.uk or by phone on +44 7946 637508. If you prefer WhatsApp, message us on +44 7946 637508. Please include your order number in any message so we can find your order quickly.

How refunds are made

Where a refund is due, we make it to the original payment method used for the order. Card payments on Dr. Cinik Shop are processed through WooCommerce Payments, provided by Automattic Inc., which is backed by Stripe Payments UK Ltd. Once we have approved a refund, we will process it within 14 days. The money should then appear in your account within the timeframe set by your bank or card provider, which is typically a few working days after we send the refund.

If you returned non-prescription goods because you changed your mind, your refund will normally be for the price of the product and not for the original delivery charge. If a product was faulty, damaged or sent in error, we will refund the product and any related delivery and return postage costs.

Frequently asked questions

Complaints and your data rights

If you are not happy with how a return or refund has been handled, please contact us first and we will do our best to put things right. For matters relating to how a prescription medicine was dispensed, your concern may also involve The Independent Pharmacy, operated by ABSM Healthcare Ltd, which is registered with the General Pharmaceutical Council under pharmacy registration number 9012559. We will help direct your complaint to the right place.

If your enquiry relates to your personal data rather than a product return, contact us at support@drcinik.co.uk or write to the data controller, Cinik Hair Care Ltd, 23 Harley Street, London, W1G 9QN, United Kingdom. Full details of how we handle personal data are in our Privacy Policy.