Last updated: July 2026
At Dr Sally Botanicals, we want you to be completely satisfied with your purchase. If you need to return an item, we will do our best to make the process as straightforward as possible.
Returning an Item
If you wish to return an item, please contact us as soon as possible.
Items should be returned within 14 days of receiving your order.
To help us process your return promptly, please include either:
- your delivery note; or
- a copy of your order confirmation or email invoice.
All returned products should be carefully packaged to protect them during transit.
Customers are responsible for the cost of returning items unless the product is faulty, damaged or supplied in error.
For your peace of mind, we recommend using a tracked or recorded delivery service, as we cannot accept responsibility for items lost or damaged during return transit.
Non-Returnable Items
For reasons of hygiene, quality assurance and customer safety, we are unable to accept returns of consumable products, including herbal products and food supplements, unless:
- the product is faulty;
- the product has been damaged in transit; or
- the incorrect item has been supplied.
This does not affect your statutory rights under UK consumer law.
Faulty, Damaged or Incorrect Products
If your order arrives damaged, faulty or you receive an incorrect item, please contact us as soon as possible, ideally within 48 hours of delivery.
Please include:
- your order number
- a brief description of the issue
- photographs of the product and packaging where appropriate.
We will investigate the issue promptly and, where appropriate, arrange a replacement, exchange or refund.
Refunds
Once we have received and inspected your returned item, we will notify you of the outcome.
If a refund is approved, it will be processed using your original method of payment wherever possible.
Please allow several working days for your payment provider to process the refund after it has been authorised.
Your Consumer Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.
Contact Us
If you have any questions about returns or refunds, please contact us.
Email: botanicals@drsallysclinic.com
Telephone: 01472 884834
We're always happy to help.