Returning An Item
We hope that you will be delighted with your purchase from mhrclinic.co.uk, but we understand that sometimes there may be a reason that you would like to return an item that you have purchased from us. We aim to make this process as simple as possible.
Please note that mhrclinic.co.uk is a business retailing products to trade and to industry. All transactions are therefore deemed to be business to business sales and are governed by our terms and conditions.
14 Days Returns Policy For Peace Of Mind
The returns policy at mhrclinic.co.uk is valid for 14 days from the receipt of purchased items. You therefore have 14 days from the day you receive your item from mhrclinic.co.uk to inform our Customer Care Team that you wish to return the item if it is unsuitable.
Returned non-prescription items must be unused and in their original packaging, capable of resale. Under law, prescription items cannot be resold once they have left MHR Clinic’s premises. MHR Clinic accepts the return of prescription items for disposal, but we are unable to offer refunds for prescription items because they cannot be resold under law. More information about the return of prescription items can be found below.
Before returning any item please contact us by email at email@example.com or by phone on 01565 745344. We will then give you an authorisation number along with details of how and where to return your item. This returns number helps us process your return to mhrclinic.co.uk as quickly as possible. Items returned without a returns number may take longer to process.
Unwanted Or Unsuitable Products – Exchanges and Refunds
MHR Clinic wants you to be happy every time you shop with us at mhrclinic.co.uk, but sometimes a product might not be what you were expecting or just isn’t right for you.
You may wish to return your product for an exchange or a refund. That’s no problem at all for all non-prescription items purchased from MHR Clinic, but first we need to give you a returns authorisation number. This helps us process your return and refund or exchange as quickly as possible. Without this number, it may be more difficult for MHR Clinic’s returns team to process your return and refund or exchange.
For a refund or exchange, all non-prescription items must be unused and in their original packaging, and so capable of resale.
Under UK law and governance by the General Medical Council, all prescription products sold by MHR Clinic (including but not limited to minoxidil solution over 7% in strength, finasteride and dutasteride) cannot be resold after being returned once they have left MHR Clinic’s premises. Returns of prescription products must be destroyed under law. We are unable to resell them. Therefore, MHR Clinic cannot refund or exchange prescription products once they have been taken outside of MHR Clinic’s premises.
MHR Clinic customers can obtain a mhrclinic.co.uk returns authorisation number and returns address details from our Customer Care Team. Please inform our Customer Care Team as to whether you would like to exchange your non-prescription product to an alternative, or whether you would like a full refund. You can contact our Customer Care Team in the following ways:
- Call our mhrclinic.co.uk Customer Care Team on 01565 745344
- Email our mhrclinic.co.uk Customer Care Team at firstname.lastname@example.org
- Write to us at mhrclinic.co.uk, 2 The Barn, Cherry Tree Farm, Cherry Tree Lane, Rostherne, Knutsford, UK, WA14 3RZ.
- Please do not send items back unless you have been given your returns authorisation number and the return address details as some items may need to be sent directly back to the manufacturer.
You may return any non-prescription item that is unused and in its original packaging, capable of resale (as long as it is a non-disposable item and/or non-perishable, and well within its expiry date if applicable) within 14 days of receiving it, for a full refund. We will refund your card once we have received and processed the item. All postage costs incurred by you in returning the unwanted item(s) must be paid by you and are not refundable.
If you have opted for a non-click-and-collect delivery service such as next day courier service, this expedited or upgraded delivery service will not be refundable. We will only refund delivery costs if the return is a result of an error by MHR Clinic or is due to the product being faulty.
We cannot refund or exchange items which are not in a resealable condition, unless they are faulty.
If an item is sent to you in error, please do not open or breach the packaging, and inform a member of our Customer Care Team as quickly as possible.
Some items are excluded from our returns policy on grounds of hygiene or by the nature of the product. Prescription items are excluded from our returns policy.
If you would like further information about the returns policy of your product, please call our mhrclinic.co.uk Customer Care Team on 01565 745344 prior to purchasing, to avoid disappointment.
When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked delivery service with adequate insurance or cover for loss and/or damage to the product. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us.
How Is The 14 Day Returns Period Calculated – Am I Outside Of This Period?
The calculation of the 14 days includes all days (working or otherwise) from Monday to Sunday.
The cancellation or cooling off period begins to run depending upon when you receive your goods.
Where goods are delivered in one delivery, the end of the cooling off period is 14 days after the day on which the goods came into your physical possession. Where you have ordered multiple goods in one order but the goods are delivered on different days, the end of the cooling off period is 14 days after the day on which the last good came into your physical possession. Where you have ordered goods consisting of multiple parts delivered on different days, the end of the cooling off period is 14 days after the day on which the last of the pieces came into your physical possession. Where you are receiving a regular delivery of goods during a defined period of more than one day, the cooling off period ends 14 days after the day on which the first of the goods came into your possession.
You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of this cooling off period, you will be not be able to return your goods for a refund or exchange your goods.
Is There A Restocking Fee?
mhrclinic.co.uk reserves the right to charge a 20% restocking fee at its sole discretion for items returned to us as unsuitable (where the item 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.
Faulty or Damaged Products
Inside 14 Days
We always try to select the best products available, and we package our items to ensure they reach you safely. However, if an item that you receive is faulty or damaged, please let us know within 14 days of receiving the item. We will be able to replace the item free of charge or provide you with a full refund. We will refund your card once we have received and processed your returned item.
Outside 14 Days
If an item develops a fault caused by a manufacturing or materials defect outside of 14 days but inside of 12 months, we will be able to exchange the product where possible on a like-for-like basis. Where a like for like product is unavailable, a refund will be made for that product if deemed faulty.
Please note, if an item develops a fault through misuse or user damage, and is not the result of a manufacturing fault or shortfall, we will be unable to exchange or refund your purchase.
Duplicate or Incorrect Item
Our dispatch and packing team always do their best to ensure your product reaches you as quickly as possible. In the unlikely event that you receive a duplicate or incorrect item as a result of our error, please let us know immediately and we can make arrangements for returning or collecting the item from you. When prescription items are found to be supplied incorrectly or in duplicate, a refund may be requested.
How Do I Actually Return My Item(s)?
If your reason for return falls into one of the above categories you will need to contact our mhrclinic.co.uk Customer Care Team for a returns authorisation number and details of how and where to return your item. You will receive from our Customer Care Team a returns authorisation number and details on where to return your item(s) to.
Please pack your item(s) securely and include a note within the package with your name, contact details, order number (e.g MHR123456) and the reason for returning the goods, along with the returns authorisation number. Usually the packaging that you received the item in can be used to return it in, however sometimes this may not be suitable. Therefore, please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us.
Please then post the item to the address provided by our mhrclinic.co.uk Customer Care Team with your authorisation number. The returns address differs from our business address in most cases so please ensure you contact us for the returns address prior to returning the item.
When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked service with adequate insurance or cover for loss and/or damage to the product. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us.
A Handy Returns Checklist
Here’s a handy returns checklist to help make sure you have everything you need before returning your item:
- Contact us to get your returns authorisation number and the address to return your item to
- Include a brief note with your item with the following details
- Returns authorisation number
- Contact details
- Order number (e.g MHR123456)
- The reason for returning the goods
- Package your item securely to avoid damage
- Send the package back with adequate insurance to the address provided by our mhrclinic.co.uk Customer Care Team
- Retain your proof of posting
- Wait for your refund or exchange.
Are Any Items Excluded From The MHRClinic.co.uk Returns Policy?
Yes; all prescription items are excluded from the MHR Clinic returns policy for reasons previously outlined on this page. Certain items are non-returnable and non-refundable on grounds of hygiene, on grounds of being perishable, or due to their expiry date. We are therefore unable to offer an exchange or refund on these aforementioned products.
Examples of products that are non-refundable or non-exchangeable include any prescription items, medical supplies that are supplied sealed and are unsealed, medical gloves that have been opened or surgical gloves that have been opened, sterile syringes, sterile tubing and sterile or sealed surgical instruments. This list is not exhaustive.
Do You Test Faulty Items?
Yes, we test every single return. If a returned item is found not to be faulty by our mhrclinic.co.uk Customer Response Team we will return the item to you and you will be liable for the postage. Postage costs will vary depending on the size and weight of the item.
If you are unsure if an item is faulty, please call us on 01565 745344 as we may be able to help you to fix the problem.
Items Returned To Us Without a Returns Authorisation Number
If an item is returned to us without a returns authorisation number, this can significantly lengthen the time it takes to process a return. If the item 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. If an item is sent to us outside of the returns policy timescale, and is therefore not eligible for a refund or credit, a £5 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 item back to you.
Items Returned To Us Not Purchased From MHRClinic.co.uk
It does happen! If an item is returned to us that has not been purchased from mhrclinic.co.uk, but has instead been purchased from another retailer, no refund or exchange of the item can be made. mhrclinic.co.uk reserves the right to charge a £5 administration fee for processing the incorrectly returned item, as well as the postage fee for returning the item to the sender. mhrclinic.co.uk will contact the sender (if details have been provided) to make them aware of the incorrectly returned item. This situation can be avoided by checking where the item was purchased. If you are unsure of where you purchased the item, please contact our Customer Care Team on 01565 745344 and we will be able to check our system to ascertain whether or not the order was placed with mhrclinic.co.uk.
More about our 14 Day Returns Policy
You have 14 days from the date of receiving your product to inform us of your wish to return an item. This timescale is strictly 14 days. We are unable to accept returns outside of 14 days unless faulty. Items outside of 14 days from date of receipt cannot be exchanged or refunded.
Please view our full terms and conditions for further details.