Returns & Refunds Policy

Last updated: 5 August 2026

We want every order from The Clinic Vault to arrive correctly, securely and in suitable condition. This policy explains how cancellations, returns, replacements and refunds are handled.

Nothing in this policy limits or removes your statutory rights.

1. Contact Us Before Returning Anything

Please do not send a product back without contacting us first.

To request a cancellation, return, replacement or refund, email:

Email: [RETURNS EMAIL ADDRESS]
Telephone: [BUSINESS TELEPHONE NUMBER]
Customer-service hours: [DAYS AND HOURS]

Please include:

Your full name.
Order number.
Product name and quantity.
Reason for the request.
Clear photographs where the product is damaged, incorrect, leaking or suspected to have been stored improperly.
Batch number and expiry date where relevant.

If a return is authorised, we will provide the correct return address and instructions.

2. Cancelling an Order Before Dispatch

If processing or dispatch has not started, we will normally cancel the order and refund the payment to the original payment method.

We cannot guarantee cancellation after:

The order has entered fulfilment.
Professional or prescription verification has been completed.
Temperature-controlled packaging has been prepared.
A shipping label has been generated.
The order has been collected by the courier.

If an order has already been dispatched, it may need to be handled as a return.

3. Consumer Cancellation Rights

If you purchase as a UK consumer, you will normally have the right to cancel an eligible online order within 14 days after the day on which you receive the goods.

After notifying us of cancellation, eligible goods must normally be returned within the legally applicable return period.

To exercise this right, send a clear cancellation request to [RETURNS EMAIL ADDRESS] containing your name, order number and the items you wish to return.

Certain goods are excluded from cancellation rights or may lose their eligibility once opened. These exceptions are explained below.

4. Items Eligible for Change-of-Mind Returns

Subject to your statutory rights and any applicable legal exceptions, an item may be eligible for a change-of-mind return if it is:

Unused and unopened.
In its original packaging.
Complete with all seals, labels, instructions and accessories.
Undamaged and suitable for resale.
Stored continuously under the manufacturer’s specified conditions.
Returned within the applicable return period.
Accompanied by proof of purchase.

We reserve the right to inspect returned products before approving a refund.

5. Health, Hygiene and Safety Restrictions

Many products sold by The Clinic Vault are sterile, injectable, medicinal, temperature-sensitive or intended for professional use.

For health-protection and product-integrity reasons, sealed goods that are not suitable for return may lose their cancellation eligibility once their seal has been broken after delivery, where the law permits this exception.

We cannot normally accept a change-of-mind return where:

A tamper-evident or sterile seal has been opened or damaged.
The product has been used, partly used or administered.
The packaging has been altered, written on or materially damaged.
The product has been removed from required temperature-controlled storage.
Storage or transportation conditions cannot be verified.
The item has been contaminated or may present a health or hygiene risk.
The batch, serial number or authenticity label has been removed or obscured.
The product was personalised or specially sourced for the customer.
The product has expired while in the customer’s possession.

These restrictions do not remove your rights where an item is faulty, damaged, unsafe, misdescribed or incorrectly supplied.

6. Medicines and Prescription Products

Prescription medicines and other regulated healthcare products may be subject to additional legal and safety restrictions.

For safety reasons, returned medicines generally cannot be placed back into sale because their storage and integrity cannot be guaranteed after dispatch.

If a medicine or regulated product is no longer required, contact us before taking any action. Do not send it through ordinary post unless we expressly instruct you to do so.

Unwanted medicines should be disposed of safely through an appropriate pharmacy or authorised disposal service. Do not place medicines in household waste or wastewater unless official instructions expressly permit it.

Your statutory rights remain available where a regulated product is faulty, damaged, misdescribed or incorrectly supplied.

7. Temperature-Sensitive Products

Products requiring refrigerated or controlled-temperature storage are especially sensitive to delays and handling conditions.

A temperature-sensitive product may not be eligible for a change-of-mind return after dispatch where its storage integrity cannot be established.

When your order arrives:

Accept and open the parcel promptly.
Inspect the insulated packaging and any temperature indicator.
Transfer the product immediately to the storage conditions specified by the manufacturer.
Contact us before use if the parcel is delayed, warm, frozen, damaged or otherwise appears compromised.
Keep the complete packaging and temperature-control materials during our investigation.

Do not administer or use a product if you are uncertain whether the required temperature has been maintained.

8. Damaged or Tampered Deliveries

Inspect the parcel immediately after delivery.

The outer parcel is crushed, wet, torn or punctured.
Security tape or a tamper-evident seal has been disturbed.
A vial, ampoule, syringe or container is cracked, broken or leaking.
The product packaging is open or damaged.
A temperature-sensitive product may have been compromised.

Please provide clear photographs of:

The outer parcel.
The courier label.
The internal packaging.
The affected product.
Its batch number and expiry date.

Keep all goods and packaging until we complete our investigation. Do not use or dispose of an affected product unless instructed.

The requested notification period helps us investigate the issue promptly and does not reduce your statutory rights.

9. Incorrect or Missing Items

If your order contains an incorrect item or something is missing, contact us within [24/48 HOURS] of delivery.

Please provide:

Your order number.
A photograph showing everything received.
A photograph of the delivery note, where included.
Details of the missing or incorrect product.

Once verified, we will provide an appropriate remedy, which may include sending the correct product, replacing the missing item or issuing a refund.

Do not open or use an incorrectly supplied item while the matter is being investigated.

10. Faulty or Misdescribed Products

If a product is faulty, unsafe, damaged, misdescribed or not of satisfactory quality, contact us as soon as possible.

Depending on the circumstances and your legal rights, the available remedy may include:

A replacement.
A refund.
A price reduction.
Another remedy required by applicable consumer law.

We may request photographs, packaging, batch information or return of the product so that we, the manufacturer or the appropriate authority can investigate.

Do not continue using a product that may be faulty or unsafe.

11. Suspected Counterfeit or Authenticity Concerns

If you have concerns about authenticity:

Stop using the product.
Keep the product, packaging, labels and security codes.
Take clear photographs.
Do not remove or damage authentication features.
Contact us immediately at [RETURNS EMAIL ADDRESS].

We may refer the matter to the manufacturer, distributor, payment provider, courier or relevant regulatory authority.

12. Return Authorisation

Approved returns will receive a return-authorisation reference and instructions.

The return must:

Include the authorisation reference.
Be packaged securely.
Contain all supplied components.
Be sent to the specified return address.
Follow any special instructions for medical, sterile or regulated goods.

Sending an item without authorisation may delay its identification and processing.

The authorisation of a return does not automatically guarantee a refund. Returned products may need to be inspected first.

13. Return Postage

If you return an eligible product because you changed your mind, you may be responsible for the return-delivery cost, provided we informed you of that responsibility before purchase.

If an item is confirmed to be faulty, damaged, misdescribed or incorrectly supplied, we will cover reasonable return costs where required by law.

Do not send goods using a cash-on-delivery service.

We recommend using a tracked and appropriately insured service. You are responsible for the return until it reaches us, except where applicable law provides otherwise or we arranged the collection.

14. Packaging a Return

Products must be returned securely to prevent damage or contamination.

Where applicable:

Keep the product in its original packaging.
Protect glass vials, ampoules and syringes from impact.
Do not place loose needles or sharps inside the parcel.
Do not return used or contaminated medical items.
Follow any temperature-control instructions we provide.
Do not cover the product’s batch number or expiry date.
Place the return authorisation inside the parcel.

We may be unable to refund damage caused by inadequate return packaging where the law permits a deduction.

15. Inspection of Returned Goods

Returned products may be inspected to confirm:

Identity and quantity.
Condition of the packaging.
Status of seals and tamper-evident features.
Batch and expiry information.
Evidence of use, damage or improper storage.
Compliance with the authorised return instructions.

For eligible consumer returns, we may make a legally permitted deduction where handling beyond what was necessary to establish the product’s nature, characteristics and functioning has reduced its value.

16. Refunds

Approved refunds will be issued to the original payment method.

We aim to process refunds within [5–10] working days after approval. Your bank or payment provider may require additional time to display the funds.

Where consumer cancellation rights apply, refunds will be processed within the period required by law.

We may withhold a refund until:

The returned goods have been received; or
You provide acceptable evidence that the goods were sent,

where legally permitted.

17. Delivery-Cost Refunds

Where required by consumer law, cancellation of an entire eligible order may include a refund of the basic outbound delivery charge.

If you selected an enhanced or premium delivery service, the additional cost above the standard delivery service may not be refundable.

Original delivery charges may not be refunded for a partial return unless required by law or the complete order was faulty or incorrectly supplied.

18. Partial Refunds or Deductions

A legally permitted deduction may be made where:

An eligible returned product has been handled more than necessary.
Parts, accessories or original packaging are missing.
The product was damaged after delivery.
The return was packaged inadequately.
The product’s value was reduced while in the customer’s possession.

We will explain any proposed deduction and its reason.

We will not make deductions that unlawfully reduce your statutory rights.

19. Exchanges

We do not normally process direct exchanges.

Where appropriate, an eligible product may be returned for a refund and a separate order placed for the replacement item.

If we supplied an incorrect or faulty item, we may offer a replacement instead of requiring a new order.

20. Promotional and Discounted Products

Sale and promotional products remain covered by the same statutory rights as full-price products.

A discount does not remove your right to a remedy where an item is faulty, damaged, misdescribed or incorrectly supplied.

Change-of-mind returns remain subject to the eligibility requirements and exceptions in this policy.

21. Business and Professional Purchases

Different cancellation rights may apply when products are purchased wholly or mainly for business or professional purposes.

Business returns may be accepted only where:

Agreed in writing.
The product is unopened and suitable for resale.
All storage and handling requirements have been maintained.
The return complies with any separate business-supply agreement.

Nothing in this section excludes liability or remedies that cannot legally be excluded.

22. Product Recalls and Safety Notices

If a manufacturer, distributor or regulator issues a recall or safety notice, affected customers should stop using the product and follow the instructions supplied.

We may contact customers using order and batch records where necessary for product safety.

Recall-related returns and refunds will be handled according to the applicable recall instructions and legal requirements.

23. Chargebacks and Payment Disputes

Please contact us before raising a chargeback so that we have an opportunity to investigate and resolve the matter.

Initiating a chargeback does not remove your obligation to return goods where legally required. We may provide the payment provider with relevant order, tracking, communication and verification records when responding to a dispute.

Nothing in this section prevents you from exercising your lawful rights through your card provider or another dispute-resolution process.

24. Contact Details

For cancellations, returns or refunds, contact:

The Clinic Vault
Operated by: [LEGAL BUSINESS NAME]
Email: [RETURNS EMAIL ADDRESS]
Telephone: [BUSINESS TELEPHONE NUMBER]
Business address: [BUSINESS ADDRESS]
Returns address: [RETURNS ADDRESS OR “PROVIDED AFTER AUTHORISATION”]

Please include your order number in all correspondence.