SKINCARE RETURN & REFUND POLICY 

 

Prices, Payment & Delivery

The price payable for the goods is the price indicated on the website, plus VAT for applicable regions. Payment will be taken prior to dispatching the goods. Please note that you cannot apply your reward points in conjunction with sale or promotions.

Customers must provide a valid billing address that matches the address to which their debit or credit card is registered.

Goods will be delivered to the address provided at the time of ordering, unless clinic collection is requested.

All orders are sent using a recorded delivery service and must be signed for upon receipt by the addressee. If the addressee is not present at the time of delivery, the order may be held at a local mail centre for collection or re-delivery. It is the customer’s responsibility to arrange for collection or re-delivery of the item. Failure to do so will result in the item being returned to the pharmacy.  If an item is returned, Eccleshall Dermatology Clinic will contact the customer to arrange re-delivery to the same or an alternative address. Eccleshall Dermatology Clinic reserve the right to charge the customer for postage costs for any re-delivery of items.

Delivery of items is done using a third party, so Eccleshall Dermatology Clinic cannot guarantee delivery by a certain date. The majority of orders are delivered within 1-3 working days, however, customers must allow up to 14 working days for delivery before Eccleshall Dermatology Clinic will re-send an order. 

Any orders that contain a prescription only item (a medicine) will require the customer to have a consultation with a member of our medical team. This will involve the customer providing personal information about their medical history and consenting to the use of the products. The customer will be advised as to the suitability of the products and on their proper use.

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Orders Containing Prescription-Only Items

These will only be dispatched once the customer has completed a consultation.  Eccleshall Dermatology Clinic will attempt to contact the patient on the telephone number provided by at the time of placing the order if a consultation has not recently taken place. Eccleshall Dermatology Clinic will attempt to contact the patient at least once per day and in the event that Eccleshall Dermatology Clinic cannot reach the patient, the patient must make all reasonable effort to contact Eccleshall Dermatology Clinic during the normal business hours.

Eccleshall Dermatology Clinic reserves the right to cancel any orders received at any time prior to dispatch of the goods. If Eccleshall Dermatology Clinic does cancel an order the customer’s card will automatically be refunded.

The fee for prescription products includes the Prescription, the cost of the product, the Pharmacy dispensation, Medical Practitioners prescribing fee and administration fee. Fees are collected by agency arrangement with the Pharmacy.

Any order that contains a prescription request will only be dispatched once a consultation has taken place.

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Products & Packaging

All products and packaging, where applicable, will be compliant with EU regulations. This will mean that in some instances the packaging and product will vary slightly from the products supplied in the US.

The products have been demonstrated to produce the same the therapeutic effects and we guarantee that all Obagi products will be sourced from the Obagi manufacturer with a traceable audit trail to ensure you receive genuine fully clinically tested products.

We regret that we cannot take back or refund products once opened. Whilst we try to ensure all non prescription products have a minimum expiry date  6 months beyond the order date.  In the case of faulty products, please return the products so we may contact the manufacturer and assist you with a replacement and refund as appropriate. Please note that prescription products are dispensed by an independent pharmacy and are subject to pharmacy law.

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Refused & Undeliverable Orders

If an order has not been collected in the allocated time and the patient wishes for it to be re-sent, we reserve the right to charge any additional postal costs.

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Prescriptions for Registered Clinic Patients Only

Prescription request are only available to patients registered with Eccleshall Dermatology Clinic. By acknowledging that you are a patient of the practice you confirm that you are willing to submit to providing information for examination by the medical team to make the necessary assessment to allow a medical professional to prescribe.

Following your consultation, one of our prescribers will issue you with a prescription for your prescription-only products, which we will keep on file. You will also be issued with a series of repeat prescriptions which are required for you to complete your skin care programme or other treatment course. Whilst we hold repeat prescriptions for you on file, you will not need a further consultation, unless you order a different product or your medical history changes. Each time a product is dispensed and dispatched to you, a prescription is used. You can continue to re-order your products until you have used up all of your repeat prescriptions for that particular product. Should you wish to continue with your treatment programme after you have used up your repeat prescriptions, then you will have to have a new consultation with a member of our medical team before any further products can be dispatched to you.

 

Right to Return Goods

Please note that we cannot allow prescription products or topical skin care to be returned for a refund once they have been dispatched by the Pharmacy.

If you have unwanted prescription products, please take them to your local Pharmacy for safe disposal.

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Faulty/Damaged Goods

We will only send out new products to you that are in prime condition. If you receive your package and it appears to be damaged, then please inspect the contents before signing for it. If the contents appear to be damaged then decline to sign for the package and it will be returned to us. We will issue you with an immediate replacement.

After signing for the package, should you subsequently find that any of your products are damaged or faulty, you must notify us within 24 hours of receipt and return the goods to the clinic in their original packaging. We will issue you with a replacement product upon receipt of the returned goods.