Refund policy

Returns Policy – Medical-Grade Skincare

Due to the medical-grade classification of our skincare products and the requirements of patient safety, infection control, and regulatory compliance, we operate a strict and limited returns policy.

You may request a return within 7 days of receiving your order, subject to the conditions outlined below.

Eligibility for returns
Returns will only be accepted where all of the following conditions are met: the product is unused, unopened, and untampered with; the product remains in its original, sealed packaging; the item is in the same condition as supplied; and proof of purchase is provided. Once a medical-grade skincare product has been opened or its hygiene seal broken, it cannot be returned or resold, in line with infection control standards and MHRA guidance.

Prescription-only products
Prescription-only products (POMs) are strictly non-returnable and non-refundable. This includes any product supplied following a clinical consultation, medical assessment, or prescription, whether issued remotely or in person. This policy complies with UK medicines legislation and Consumer Contracts Regulations exemptions for personalised and healthcare-related goods.

How to request a return
To request a return, you must contact us within 7 days of delivery at dntlwellness@dntlgroup.co.uk. Approved returns must be sent to Alexandra Dental Practice, 98 Alexandra Road, Hemel Hempstead, HP2 4AG. Items returned without prior authorisation will not be accepted.

Damaged, faulty, or incorrect items
Please inspect your order immediately upon receipt. If your item is damaged, faulty, or incorrect, you must notify us as soon as reasonably possible so we can assess the issue and take appropriate remedial action. This does not affect your statutory rights in relation to faulty goods.

Non-returnable items
The following items are not eligible for return under any circumstances: prescription-only products; any opened, used, or unsealed medical-grade skincare; hygiene-sealed items where the seal has been broken; customised or personalised products; sale items and gift cards; and hazardous or regulated materials.

Store credit
Where a return is approved, it will be issued as store credit only. Store credit has no cash value, is non-transferable, and will be applied once the returned item has been received and inspected.

UK Consumer Contracts Regulations (CCR) 2013
Under the Consumer Contracts Regulations, you normally have a 14-day cancellation right for distance purchases. However, this right does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed, or to prescription or personalised medical products. These exclusions apply to the majority of our medical-grade skincare products once opened.