Terms and Conditions

Who we are

Dr. Cinik is a trading name of Cinik Hair Care Ltd, a company registered in England and Wales under company number 13688846. Cinik Hair Care Ltd operates this online shop, is the seller of the products you order (other than prescription medicines, which are dispensed by the partner pharmacy described below), and is the data controller for personal data collected through the site. Our registered office is 23 Harley Street, London, W1G 9QN, United Kingdom, and our VAT number is 489 2778 19.

The website and the technical platform are built and maintained on our behalf by Suits You Media Ltd, a company registered in England and Wales (company number 15988485), acting as our service provider and data processor. Suits You Media does not sell medicines to you and is not party to your purchase contract.

Prescription medicines ordered through this service are dispensed by The Independent Pharmacy, which is operated by ABSM Healthcare Ltd (company number 08515600). The Independent Pharmacy is a pharmacy registered with the General Pharmaceutical Council under registration number 9012559. The prescribing clinicians and the dispensing pharmacy are responsible for the clinical aspects of your prescription medicine, including the consultation review, the prescribing decision, and the supply of any prescription only medicine.

Our online pharmacy service

We provide an online service through which you can buy hair loss treatments. Some products are general sale or pharmacy items that do not need a prescription. Others are prescription only medicines, which can only be supplied after an online consultation has been reviewed and a prescription has been issued by a prescriber working with The Independent Pharmacy.

We do not provide a diagnosis service in place of seeing your own GP. The online consultation is a focused assessment to decide whether a particular treatment is appropriate and safe for you. It is not a substitute for a full medical examination. You should continue to see your own doctor about your general health and about any symptoms that concern you.

Eligibility

To use this service and place an order you must be at least 18 years old, be ordering for your own use, and provide accurate, complete, and truthful information about yourself and your health. We supply to addresses in the United Kingdom only. We do not deliver outside the UK, and we cannot accept orders that name a delivery address outside the UK.

Giving false or incomplete information during a consultation can put your health at risk and may mean a treatment is supplied that is not safe for you. If we have reason to believe the information you have given is inaccurate, or that you do not meet the eligibility criteria, we or the pharmacy may decline or cancel your order.

Consultation and prescription process

Before any prescription only medicine can be supplied, you must complete an online consultation. The consultation questions are provided and managed by The Independent Pharmacy. You must answer every question honestly and in full. Your answers, together with the details you provide, are reviewed by a prescriber.

Submitting a consultation and paying for an order does not guarantee that a prescription will be issued or that a medicine will be supplied. The prescriber may decide that a treatment is not suitable for you. They may ask you for more information, suggest a different treatment, or decline to prescribe. This is a clinical decision made in your interest, and the prescriber is not obliged to give a reason beyond what is clinically appropriate. If a prescription is not issued, you will not be charged for the medicine, or you will be refunded for the medicine in line with the refunds section below.

Where a prescription only medicine is approved, it is supplied at the prescriber’s discretion and dispensed by The Independent Pharmacy. We do not influence the clinical decision, and we cannot overturn a decision not to prescribe.

Pricing and payment

Prices are shown on the relevant product pages and are in pounds sterling. We try to keep all prices accurate, but if we discover an error in the price of something you have ordered, we will contact you before processing the order so you can choose whether to continue at the correct price or cancel. Where a price includes VAT this will be stated; some medicines are exempt from VAT.

Payment is taken at the point of order. Payments are processed by WooCommerce Payments, provided by Automattic Inc. in the United States, with card processing handled by Stripe Payments UK Ltd. We do not store your full card details. By placing an order you authorise the relevant payment processor to charge the payment method you provide. For prescription medicines, your payment may be authorised when you submit your order and confirmed once the clinical review is complete; if a prescription is not issued, the relevant amount for the medicine will not be captured or will be refunded.

Subscriptions

Some treatments can be bought on a repeat subscription so that you receive your treatment regularly without reordering each time. We offer 3 month and 6 month plans. Each plan is billed in advance, and the price of your plan is shown at checkout before you confirm it.

When you start a subscription you authorise us, through our payment processor, to take recurring payments on the plan you have chosen. A 3 month plan renews every 3 months, and a 6 month plan renews every 6 months, until you cancel. Each renewal of a prescription medicine is subject to the prescriber being satisfied that the treatment remains appropriate for you, and you may be asked to confirm or update your consultation answers before a repeat supply is approved. A subscription does not remove the prescriber’s discretion to decline a future supply.

You can cancel a subscription at any time through your account, or by contacting us using the details below, before the next renewal date. Cancelling stops future payments and future deliveries. Cancelling does not refund a payment that has already been taken for an order that is being prepared or has been dispatched, except where the refunds section or your legal rights say otherwise. If you cancel after a payment has been taken but before the order has been processed, please contact us as soon as possible and we will tell you what can be refunded.

Delivery

We deliver to addresses in the United Kingdom only. Delivery options, costs, and estimated timescales are set out in our Delivery Policy, which forms part of these terms. Estimated delivery times are not guaranteed, and prescription items may take longer because they cannot be dispatched until the clinical review and dispensing are complete.

Returns and refunds

For reasons of safety and the law, medicines cannot be returned once they have been dispatched to you, and they cannot be reused or resold. This means that, except where a medicine is faulty, damaged, or supplied in error, medicines are non-returnable and non-refundable. This does not affect your legal rights in respect of goods that are faulty or not as described.

Full details of when you can return an item, how refunds are handled, and what to do if something arrives faulty or incorrect are set out in our Returns and Refunds Policy, which forms part of these terms. If you have been charged for a prescription medicine that was not approved by the prescriber, you will be refunded the amount paid for that medicine.

Acceptable use

When you use this website and service you agree not to misuse it. In particular you agree not to provide false information in a consultation or at checkout, not to order on behalf of someone else without being clearly identified as doing so, not to resupply or sell on any medicine you receive, and not to use the service for anyone under 18. You also agree not to attempt to gain unauthorised access to the website, interfere with its operation, introduce malicious code, or use automated systems to scrape or copy content. We may suspend or close your account if you break these rules.

Intellectual property

All content on this website, including text, images, logos, branding, page layouts, and design, is owned by us or our licensors and is protected by intellectual property laws. You may view and use the website for your own personal, non-commercial use. You may not copy, reproduce, republish, or distribute any part of the website for commercial purposes without our written permission. The Dr. Cinik name and logo, and the names and logos of The Independent Pharmacy and any other third parties shown on the site, may not be used without the relevant owner’s permission.

Limitation of liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law. Your legal rights as a consumer are not affected by these terms.

Subject to the paragraph above, we provide the website and the shop service with reasonable care and skill, but we do not promise that any treatment will work for you, and we do not guarantee any particular result. Responses to hair loss treatment vary from person to person, and it can take several months of consistent use before any change is seen. Clinical decisions about prescribing and dispensing, and the supply of prescription medicines, are the responsibility of the prescribers and The Independent Pharmacy, and any liability arising from those clinical decisions rests with the relevant clinical provider rather than with the website operator, so far as the law allows.

We are not liable for losses that were not foreseeable, for losses that arise because you gave inaccurate or incomplete information, or for losses caused by events outside our reasonable control. We are not liable for any business losses, as the service is supplied for personal, non-business use.

Not for emergencies

This service is not for medical emergencies and is not monitored around the clock. If you have a medical emergency, or you think you are having a serious reaction to a medicine, call 999 or go to your nearest accident and emergency department. For urgent medical advice that is not an emergency, call NHS 111 or visit 111.nhs.uk. You can also speak to your GP or local pharmacist.

Complaints

We want you to be happy with our service. If something has gone wrong, please tell us so we can put it right. You can contact us using the details below, and full details of how to raise a complaint and what to expect are in our Complaints Policy. Complaints about the clinical aspects of your prescription, the consultation review, or the dispensing of medicines are handled by The Independent Pharmacy, and we will help you direct your complaint to the right place where needed.

Contact us

You can contact us by email at support@drcinik.co.uk or by phone on +44 7946 637508. A contact form is also available on our contact page. For data protection queries, please see our Privacy Policy.

Governing law

These terms and any dispute or claim arising out of or in connection with them, the website, or your order are governed by the law of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own local courts.