Refunds & Returns Policy
Last updated: August 2026
At Dr Ed Robinson Clinics, we take care to ensure that all products are supplied in excellent condition. This Refunds & Returns Policy applies to skincare products, supplements and gift cards purchased through our online store.
Nothing in this policy affects your statutory rights under UK consumer law.
Faulty, Damaged or Defective Products
We accept returns where a product is faulty, damaged or defective.
If you believe you have received a defective product, please contact us as soon as possible and within 30 days of receiving your order. We may ask you to provide photographs and details of the defect before arranging a return.
Once a returned product has been received and inspected, we will confirm whether it is eligible for a refund or replacement.
Where a product is confirmed to be faulty, damaged or defective, we will provide an appropriate remedy in accordance with your statutory rights.
Change of Mind Returns
We do not voluntarily accept returns or provide refunds simply because you have changed your mind, ordered the wrong product or no longer want an item.
However, this does not exclude any cancellation or return rights that you may have under applicable UK consumer law when purchasing goods online.
Certain products may be exempt from cancellation rights, including sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken. This may apply to certain skincare products and supplements.
Products must not be returned to us without first contacting us where prior authorisation is required.
Supplements
For health, hygiene and product-safety reasons, opened or unsealed supplements cannot be returned unless they are faulty or defective.
Please check the product information, ingredients and any relevant warnings carefully before purchasing and before opening or using a supplement.
Your statutory rights in relation to faulty or misdescribed products are not affected.
Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash, except where required by law.
Gift cards cannot be returned or refunded simply because you have changed your mind, subject to any statutory cancellation rights that may apply to your purchase.
Any separate terms and conditions applying to the use or validity of a gift card will continue to apply.
How to Make a Return
If you believe your product is faulty, damaged or defective, please contact Dr Ed Robinson Clinics before returning it and provide:
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Your name;
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Your order number;
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Details of the product;
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A description of the fault or defect; and
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Photographs of the product and packaging, where appropriate.
Unless otherwise agreed with us, authorised returns should be sent to:
Dr Ed Robinson Clinics
Unit 3 The Courtyard
283 Ashley Road
Hale
WA14 3NG
United Kingdom
Please ensure that returned products are packaged securely. We recommend retaining proof of postage until your return has been processed.
Where an item is being returned because it is faulty, damaged or defective, we will reimburse reasonable standard return postage costs where required by law.
Refunds
Once we have received and assessed an eligible return, we will notify you of the outcome.
Where a refund is due, it will normally be made to the original payment method used for the purchase. The time taken for the refund to appear in your account may depend on your bank or payment provider.
Original delivery charges and return postage will only be refunded where required by applicable consumer law.
Incorrect or Damaged Orders
If your order arrives damaged, contains an incorrect product or is missing an item, please contact us as soon as possible after delivery so that we can investigate and resolve the issue.
Please retain the product, its packaging and any delivery packaging until we have responded to you, as photographs or return of the item may be required.
Your Statutory Rights
Nothing in this Refunds & Returns Policy is intended to limit or exclude any rights you have under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable UK consumer protection legislation.
Where there is any conflict between this policy and your statutory rights, your statutory rights will apply.
Contact Us
If you have any questions about a return, refund or an order you have received, please contact Dr Ed Robinson Clinics by emailing clinic.info@dredrobinson.co.uk or giving us a call on 0161 399 0631