Harley Medical.

1. Product Returns

We want you to be happy with your purchase. If you buy a product from us online and change your mind, you may cancel your order within 14 days of receiving your item.

Once you have told us that you wish to cancel, you then have a further 14 days to return the item to us.

To be eligible for a change-of-mind return, the product must be:

• unused;

• unopened;

• in its original packaging;

• in a resaleable condition;

• returned with proof of purchase.

Please contact us before sending any item back so we can confirm the return details.

2. Skincare, Cosmetics and Hygiene-Sensitive Products

For health and hygiene reasons, we cannot accept returns of skincare, cosmetic or personal care products if the seal has been broken, the packaging has been opened, or the product has been used, unless the item is faulty, damaged or incorrectly supplied.

This includes, but is not limited to, creams, serums, cleansers, SPF products, treatment products and any other hygiene-sensitive skincare or cosmetic items.

3. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or you receive the wrong product, please contact us as soon as possible at:

info@myharleymedical.com

Please include:

• your name;

• order number;

• a description of the issue;

• photographs of the product, packaging and delivery box where relevant.

If the item is confirmed to be faulty, damaged on arrival, or incorrectly supplied, we will offer a suitable remedy, which may include a replacement, exchange or refund.

Your statutory rights are not affected.

4. Refunds

Once we receive and inspect your returned item, we will confirm whether your refund has been approved.

Approved refunds will usually be processed back to your original payment method. Please allow time for your bank or payment provider to process the refund.

Where a refund is due for an online order cancelled within the legal cancellation period, we will refund the cost of the item and standard delivery charge, where applicable. If you selected a premium or enhanced delivery option, only the standard delivery amount will be refunded.

Return postage is the customer’s responsibility unless the item is faulty, damaged or incorrectly supplied.

5. Products Bought In Clinic

If you purchase a product in person at our clinic, we are unable to offer a refund simply because you have changed your mind, unless the product is faulty, damaged or not as described.

At our discretion, we may offer an exchange or credit for unopened, unused products in their original packaging, but this is not guaranteed.

6. Treatment Bookings, Consultations and Medical Services

Appointments, consultations and treatments are services, not physical products.

Refunds are not available once a consultation, treatment or medical service has been provided.

If you need to cancel or reschedule an appointment, please contact us as early as possible. Any booking fee, deposit or cancellation charge will be handled in line with the terms shown at the time of booking.

If, after clinical assessment, we advise that a treatment is not suitable for you, we will discuss the appropriate next steps with you. Where a treatment has been paid for but not provided, any refund will depend on the circumstances and whether any consultation, assessment or other service has already taken place.

7. Prescription Products and Medicines

For safety, regulatory and hygiene reasons, prescription medicines or products supplied as part of a medical treatment plan cannot usually be returned once dispensed or supplied, unless they are faulty or incorrectly supplied.

8. How to Request a Return

To request a return, please contact:

My Harley Medical
Email: info@myharleymedical.com
Telephone: 0203 903 0344
Address: 10 Harley Street, London, W1G 9PF

Please do not send products back without contacting us first.

9. Your Legal Rights

Nothing in this policy affects your statutory rights. If a product is faulty, not as described, or not fit for purpose, you may be entitled to a refund, repair or replacement in line with UK consumer law.