Returns & Refunds

How returns work at Stratum

Stratum Clinic is a Nurse-Prescriber-led skin assessment service. We do not dispense, pack, or ship products. All products — both cosmeceutical (over-the-counter) and prescription-only medicines — are dispensed and shipped directly to you by HealthXChange, a GPhC-registered UK pharmacy.

Because of this, returns and refunds are split between two policies:

1. Products (dispensed and shipped by HealthXChange)

Any return, refund, or replacement relating to a product you have received — whether cosmeceutical or prescription-only — is handled directly by HealthXChange under their own returns policy and under UK pharmacy regulation. Please contact HealthXChange for:

  • Items damaged in transit
  • Incorrect items received
  • Unopened cosmeceutical products returned within the statutory 14-day period under the Consumer Contracts Regulations 2013
  • Any question about the product itself

Prescription-only medicines cannot, by law, be returned to stock once dispensed. This is standard UK pharmacy practice and applies to all dispensed medicines regardless of supplier.

2. The Stratum prescriber review fee

Where Stratum has charged a fee for a prescriber review or the issue of a private prescription, that fee covers clinical time and is non-refundable once the review has been completed and a written recommendation issued. If you believe a fee has been charged in error, contact us within 14 days and we will investigate.

Faulty or incorrect items

If the problem is with a product you received, contact HealthXChange directly — they hold the stock and are responsible for fulfilment. If you are unsure who to contact, email us and we will put you in touch.

How to contact us

Your statutory rights

Nothing in this policy affects your statutory rights under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For prescription items, your rights are governed by the dispensing pharmacy (HealthXChange) and by the Human Medicines Regulations 2012.

Registered office

Stratum Limited
Company No. 17109287 (England & Wales)
Email: support@stratumclinic.co.uk
Website: stratumclinic.co.uk