This policy sits alongside your statutory rights under UK consumer law and does not limit or exclude them.

Change-of-mind cancellations

If you buy from our website, you may have the right to cancel your order within 14 days of receiving the goods. To exercise this right, you must notify us within that period by emailing maison4@drrobert.london.

Once you have notified us that you wish to cancel, you must send the goods back within 14 days of that notice, unless we tell you otherwise.

Important exception for sealed goods

Your cancellation right does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if those goods become unsealed after delivery.

Items that are not eligible for change-of-mind return

• unsealed skincare products where the health protection or hygiene exception applies
• opened, used, or damaged items
• products not returned in a resaleable condition
• prescription-only products or any item supplied on a prescription basis

How to request an authorised return

Please email maison4@drrobert.london before sending any item back. We may ask for your order number, the items involved, the reason for return, and photographs where relevant. Unauthorised returns may delay processing.

Condition of returned goods

Where a change-of-mind return is permitted, the product must be returned unused, unopened, and in its original packaging. We may make a deduction from any refund to reflect any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Return postage

Unless the item is faulty or otherwise not in conformity with contract, return postage is the customer’s responsibility. We recommend using a tracked service because we are not responsible for returns lost or damaged in transit.

Refund timing

Approved refunds will be made to the original payment method. We will process refunds without undue delay and, where a refund is due, within the time required by law. Original standard delivery charges will be refunded where legally required, but supplementary delivery costs, such as upgraded shipping, are not refundable.

Faulty, damaged, or misdescribed goods

Nothing in this policy affects your statutory rights if goods are faulty, damaged, misdescribed, or otherwise not of satisfactory quality, fit for purpose, or as described. If you believe there is a fault or other issue with conformity, please contact maison4@drrobert.london promptly with your order number and details of the issue.

Undeliverable or refused parcels

If a parcel is returned to Maison 4 because the delivery address was incorrect, delivery was refused, or the parcel was not collected, we may charge the cost of redelivery. If you ask us to cancel after a parcel has been returned to us in these circumstances, we may deduct the direct costs of the failed delivery and return where legally permitted.