This Returns and Refunds Policy applies to the sale of unlicensed prescription-only medicines by The LOOK IT LTD, trading as Hairy Animal, through our website, www.hairyanimal.co.uk. We aim to ensure that your experience with us is smooth, and we want to resolve any issues you may have regarding your order.

1. Eligibility for Returns

Due to the nature of the products we sell (unlicensed prescription-only medicines), we generally do not accept returns of these items unless they are faulty or have been delivered in error. This policy is in place to protect both the integrity of our products and the safety of our customers.

However, the following conditions may apply:
– If the product is faulty, damaged, or incorrect.
– If the product has been delivered in error.
– If the product is unused and unopened, in which case returns may be accepted, subject to a detailed review.

2. Return Timeframe

We ask that any return requests are made within 7 days from the date of receiving your order. If you notice that the product is damaged or incorrect, please contact us immediately at info@hairyanimal.co.uk with details and photographic evidence, where applicable.

3. Return Process

To initiate a return for a faulty or incorrect item, please follow these steps:
1. Contact us within 7 days of receiving the product via email at info@hairyanimal.co.uk.
2. Provide us with the order number, a description of the issue, and any supporting documentation (e.g., photographs of faulty products).
3. Our customer service team will confirm whether your return request is eligible, and you will be given instructions on how to return the product.

4. Refund Process

Once we receive the returned product, we will inspect it to ensure it meets our return criteria (e.g., unused, unopened, faulty, or incorrect). If the product is approved for return, a full refund will be issued to the original payment method.

Refunds will be processed within 14 days of receiving the returned product. Please note that processing times for refunds may vary depending on your payment provider.

5. Conditions for Refunds

Please note the following conditions for refunds:
– We cannot offer a refund for any opened or used medicines for health and safety reasons.
– If you return a product without following the proper return process, or if the product is returned in a damaged or altered state, a refund may not be issued.
– Prescription-only medicines are excluded from the general “cooling-off period” under UK distance selling laws due to their medical nature. Therefore, returns are strictly limited to faulty or incorrectly supplied items.

6. Shipping Fees

The cost of returning the item is the responsibility of the customer unless the return is due to an error on our part (e.g., incorrect or damaged product). We recommend using a tracked delivery service to ensure the return reaches us safely.

7. Faulty or Damaged Products

If you receive a faulty or damaged product, we sincerely apologize for the inconvenience. Please contact us immediately with clear details and evidence (photos) of the damage or fault, and we will arrange for the return and refund process.

8. Exchanges

Exchanges are not generally possible for prescription-only medicines, as we must ensure the safety and legality of all products sold. In the event of a faulty or incorrect product, we will arrange for a return and issue a refund.

9. Legal Disclaimer

By law, we are required to ensure that all prescription-only medicines are handled with care and in compliance with UK regulations. Due to the nature of these medicines, we cannot accept returns for any reason other than those outlined in this policy.

All refunds will be issued in accordance with our legal obligations, including the Consumer Rights Act 2015 and relevant UK pharmaceutical regulations.

10. Contact Information

If you have any questions or concerns regarding your order or wish to initiate a return, please contact us via:

Email: returns@hairyanimal.co.uk
Phone: 0208 191 3034
Postal Address: UNIT 206 Bizspace Business Centre, 4-6 Wadsworth Road, Greenford, UB6 7JJ.