Refund policy

Refunds & Returns Policy — Lash Growth UK Clinic

This Refunds Policy explains how returns, refunds, and cancellations work for both non‑prescription and prescription‑only items purchased from Lash Growth UK Clinic. We follow UK consumer regulations, including the Consumer Rights Act 2015 and MHRA rules for prescription treatments.

1. Prescription Items — Important Information

Prescription items are custom‑made medical products supplied following an online medical assessment by a qualified prescriber. Because these items are personalised to your medical needs, they cannot be returned or refunded once they have been prescribed and dispatched.

This is in line with UK consumer law, which excludes:

  • Medicines,

  • Personalised or customised items, and

  • Products that cannot be reused for safety reasons

from standard return and refund rights.

We cannot accept returns or issue refunds for:

  • Prescription lash or brow growth treatments

  • Compounded or customised formulations

  • Any product supplied after a medical assessment

  • Opened or used medical items

If you believe your prescription item is faulty, damaged, or incorrect, please contact us immediately so we can investigate.

2. Non‑Prescription Items

For non‑prescription cosmetic products, you have the right to return unopened, unused items within 14 days of delivery.

To qualify for a return:

  • The item must be unused and in its original packaging

  • Safety seals must be intact

  • You must contact us before sending anything back

Once we receive and inspect the item, we will issue a refund to your original payment method.

3. Faulty or Damaged Items

If your order arrives damaged, faulty, or incorrect, please notify us within 48 hours with:

  • Your order number

  • Photos of the issue

  • A brief description

We will arrange a replacement or refund where appropriate.

4. Cancellations

Prescription items

Once a prescription has been issued by our clinician, the order cannot be cancelled, even if it has not yet been dispatched. This is because the product has been clinically authorised specifically for you.

Non‑prescription items

You may cancel before dispatch. If the order has already shipped, it will need to be returned unopened under our standard returns policy.

5. Late or Missing Refunds

If you have been approved for a refund but have not received it:

  1. Check your bank account - refunds can take 7-10 days

  2. Contact your card provider

  3. Contact your bank

If you still have not received your refund, please contact us.

6. Exchanges

We do not offer exchanges for prescription items. Non‑prescription items may be exchanged if they are unopened and in perfect condition.

7. Contact Us

If you have any questions about this Refunds Policy or need help with an order, please contact our support team via info@lashgrowthclinicuk.com