Refund & Exchange Policy

We hope that you are delighted with your order. However, if for any reason you are not completely satisfied, we are happy to refund, exchange or replace goods returned to us within 14 days of delivery, provided they are in their original & unused condition and subject to the terms and conditions set out below.

Within the order packaging, you will find a Returns Note with details of your order, together with details of our returns procedure. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by calling our Customer Service Team on +44 (0)20 7580 3343. Monday to Friday 9am – 6pm (excluding bank and other public holidays in England).

If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain this in order to provide proof that you have returned the goods, in the unlikely event that we do not receive the returned parcel.

If you require a refund we will refund the price paid by you for the goods (exclusive of the initial delivery charge) within thirty (30) days of receiving your returned goods, provided that you have returned the goods to us in their original & unused condition within 14 days of delivery.

Refunds will only be made against the original credit/debit card used.

If you cancel your order but do not return such goods to us within 14 days of delivery, we shall be entitled to collect such goods from you and to charge you for all the costs of collecting the goods. You should note these charges (which may be deducted from a refund) are likely to exceed the costs of you returning the goods. Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.

We cannot accept returned goods that we believe have been used or are not in a resaleable condition as a result of storage not being in accordance with the recommended guidelines/instructions or for any other reason whatsoever. In such circumstances, we will notify you that no refund or exchange/replacement will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.

Damaged/Faulty/Incorrect items

If the goods you receive are damaged or faulty in any way (and once we have checked and agreed that the goods are damaged or faulty), or not what you originally ordered (and once we have checked and agreed that the goods are not as originally ordered) we will be happy to exchange the items or offer you a full or partial refund as appropriate provided that you return the goods to us within 14 days of the date of delivery.

However, we are not able to exchange the items or offer you a refund if we believe that the goods have been used or are not in a resaleable condition as a result of storage not being in accordance with the recommended guidelines/instructions or for any other reason whatsoever.

Please notify us immediately by calling our Customer Service Team on +44 (0)20 7580 3343. Monday to Friday 9am – 6pm (excluding bank and other public holidays in England).

Please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.

This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.

Returns for purchases made online will not be accepted for return or exchange at a Dr Sebagh counter.

Your statutory rights remain unaffected.

The Returns Procedure

STEP 1 – Documentation

You should receive a Returns Note with your order. Complete this document with all the required information. If you have not received this document, please contact our Customer Service Team on +44 (0)20 7580 3343 (Monday to Friday 9am – 6pm excluding bank and other public holidays) or by emailing us at info@drsebagh.com with your order details. Please note that we cannot accept returned goods that we believe have been used or are not in a resaleable condition as a result of storage not being in accordance with the recommended guidelines/instructions or for any other reason whatsoever.

STEP 2 – Returning the goods

Goods must be returned to us in their original condition within 14 days of delivery. Please ensure that the returned parcel is securely sealed, and that you have included within the returned parcel your completed Returns Note. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.

STEP 3 – Processing the Refund

If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition within 14 days from delivery (and once we have checked and agreed that the returned goods are damaged and faulty or once we have checked and agreed that the goods are not as originally ordered) and subject to the terms set out at STEP 1 above. You will receive email notification of your refund from our Customer Service Team.

If you have requested an exchange or replacement when ringing the Customer Service Team, this will be processed within 7 days of receiving your returned goods and will be delivered via standard delivery.