Return Policy

Effective Date: October 1, 2025

At Tooting Med Centre Ltd (trading as SW11 Clinic), we are committed to ensuring your complete satisfaction with any products you purchase from us. This Return Policy applies exclusively to physical products bought either in-clinic or online via our website (www.sw11clinic-clapham.co.uk). It does not apply to any medical, aesthetic, or other services provided by our clinic, including consultations, treatments, or procedures.

Return Window

You have 14 calendar days from the date of purchase (for in-clinic purchases) or delivery (for online orders) to request a return. To exercise your right to return, you must notify us of your decision within this period.

Eligibility for Returns

To qualify for a return, the product must meet the following criteria:

• Be unused and in its original, unopened packaging.
• Be in the same condition as when you received it.
• Include all original tags, labels, and accessories.

Certain products are not eligible for return due to hygiene or safety reasons, including:

• Opened or used skincare, cosmetics, or personal care items.
• Custom-made or personalized products.
• Perishable items (e.g., certain supplements or refrigerated goods).

If the product is defective, damaged, or incorrect, please contact us immediately for assistance—we may cover return shipping in these cases.

How to Initiate a Return

1. Contact Us: Email us at ao@sw11medical.uk or call 020 8767 8389 to inform us of your return request. Please provide your order number, purchase date, and reason for return.
2. Return the Product: Pack the item securely in its original packaging and send it to: Tooting Med Centre Ltd 45 Lavender Hill London, SW11 5QW United Kingdom You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item sent).
3. Inspection: Upon receipt, we will inspect the returned product within 3-5 business days. If approved, we will process your refund.

Refunds

• Once approved, refunds will be issued to your original payment method (e.g., credit card, Klarna, or in-clinic payment) within 5-7 business days.
• The refund will include the full purchase price of the product but exclude original shipping fees (unless the return is due to our error).
• For Klarna payments, the refund will be processed back to your Klarna account, and any outstanding Klarna balance will be adjusted accordingly.
• We do not offer exchanges; a refund will be issued, and you may place a new order if needed.

Important Notes

• This policy complies with UK consumer rights under the Consumer Contracts Regulations 2013 for online purchases.
• For in-clinic purchases, returns are at our discretion but will follow the same 14-day guideline where possible.
• Any customs duties or import fees on international returns are your responsibility.
• We reserve the right to refuse returns that do not meet the above criteria.

If you have any questions about this policy, please contact our customer service team at the details above. We appreciate your understanding and patronage!

Tooting Med Centre Ltd, 45 Lavender Hill, London, SW11 5QW. Registered in England No. 07758028.