Our Returns Policy

We want you to be completely satisfied with your purchase. Our returns policy distinguishes between prescribed items and standard retail products.

Prescription & Named-Patient Items

Products dispensed under a personal prescription (including tretinoin and other named-patient items) cannot be returned once dispensed, as these are prepared specifically for you. This is a legal requirement and is consistent with standard pharmacy practice.

Standard (Non-Prescription) Products

For all non-prescription products, you have the right to return your order within 14 days of receipt under the UK Consumer Contracts Regulations 2013, provided:
- The item is unused and in its original, sealed packaging
- You notify us within 14 days of receipt that you wish to return the item

Return postage is at the customer's expense unless the return is due to our error or a product defect.

Faulty or Incorrect Items

If you received a wrong, damaged, or defective item, we will cover the return postage and offer a full replacement or refund.

How to Request a Return

Please contact us before sending any item back:
- Email: support@stratumclinic.co.uk
- Contact form: https://stratumclinic.co.uk/pages/contact-1

Returns must be approved in advance. Once approved, items must be returned within 7 days and a return address will be provided.

Refund Processing

Once we have received and inspected your return, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 working days.

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.

Contact

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