Terms of service

Terms of service and conditions of sale

Last updated 25 September 2026. These terms apply when you use densehairexperts.com (the Site) and when you buy anything from it. By creating an account or placing an order, having been shown these terms and the link to them at checkout, you agree to them. The Refund policy, Delivery policy, Subscription policy, Privacy policy and Cookie policy are part of these terms. If a policy conflicts with these terms, the policy wins for its subject. The product descriptions on the Site and the information we give you before you buy form part of your contract; nothing said by a member of staff that contradicts them is part of the contract unless we confirm it in writing.

1. Who we are

Company: Family Pharmaceuticals Limited, registered in England and Wales, company number 16327969, trading as Dense Hair Experts.
Registered office: 124 City Road, London EC1V 2NX.
Pharmacy: Dense, Unit 6, Acorn Business Park, Airedale Business Centre, Skipton BD23 2UE, registered with the General Pharmaceutical Council (GPhC), premises registration 9011239.
Superintendent Pharmacist: Omar Faruk, GPhC registration 2077971.
Prescribers: prescriptions are issued by prescribers registered with the General Pharmaceutical Council as independent prescribers. They exercise their own professional judgement; we do not influence their clinical decisions and they are not paid by the number of prescriptions issued. Dispensing is carried out by our pharmacists under the supervision of the Superintendent Pharmacist. The name, registration number and registration body of the prescriber who reviews your consultation are shown in your consultation record.
Regulation: our pharmacists hold the professional title of pharmacist, awarded in the United Kingdom, are registered with the GPhC and follow its Standards for Pharmacy Professionals and Standards for Registered Pharmacies; you can check any registration at pharmacyregulation.org/registers.
Every contract you make on this Site, for a consultation, a prescription treatment or any other product, is with Family Pharmaceuticals Limited.
Contact: help@densehairexperts.com, 0800 011 9598.

2. Who can use the Site and buy

You must be 18 or over, resident in the United Kingdom for prescription products, and buying for your own personal use. Prescription treatments are supplied to people aged 18 to 65. We may verify your age and identity through an identity or age verification service and may ask for documents; we can refuse or cancel an order if verification fails. One account per person. You are responsible for activity on your account unless it results from our failure to keep the Site secure or happens after you have told us your login has been compromised. Keep your password, contact details, delivery address and health information accurate and up to date.

3. How an order is made

Placing an order is an offer to buy. We accept your offer, and a contract is formed, only when we dispatch the goods or, for a prescription treatment, when the pharmacist approves your plan and dispensing begins. The automatic order confirmation email is a receipt of your offer, not acceptance. Before acceptance we may decline or cancel any order for the reasons in section 7 of the Refund policy; anything you paid for an order we do not accept is refunded within 14 days. Your card is charged when you place the order.

4. Prescription treatments and the online consultation

4.1 A prescription treatment is only supplied after an online consultation reviewed by a registered prescriber (section 1), who decides whether it is clinically appropriate for you, may ask you further questions or contact your GP, and may decline, change or stop any treatment. Our pharmacist then checks and dispenses the prescription. Suitability and results are clinical decisions and are never guaranteed by purchase. You cannot choose a prescription medicine; a prescription is issued only if the prescriber decides it is appropriate.

4.2 You confirm that every answer you give in the consultation and afterwards is true, complete and up to date, that you will tell us about any change to your health or medication, and that you are ordering for yourself. Before prescribing, the prescriber may contact your GP, ask you for evidence of what you have told us, or speak to you directly, and will decline to prescribe where the medicine requires verification that we cannot obtain. By requesting a consultation you agree to this contact. Our prescribers and pharmacists rely on your answers. Subject to section 10 (which preserves your rights where we are negligent), we are not responsible for harm or lack of effect caused by information you did not give or gave inaccurately.

4.3 Prescription treatments are dispensed against a prescription written for you. The 14-day cancellation right does not apply to medicines supplied under a prescription (Consumer Contracts Regulations 2013, regulation 27(2)); once your plan is approved and dispensing has started they cannot be cancelled, returned or resold (Refund policy, section 6). They are supplied to United Kingdom addresses only; an order asking us to send a prescription medicine outside the UK is refused at checkout or cancelled and refunded in full. In some cases the prescriber may decide that no licensed medicine meets your clinical need and may prescribe an unlicensed medicine instead. If that happens the prescriber will tell you that the medicine is unlicensed, explain what that means for you, and record your consent before it is supplied. You cannot select or request an unlicensed medicine; that decision is the prescriber's alone.

4.4 Read the patient information supplied with your treatment and follow the directions. If you think you have a side effect, contact us so that a pharmacist can advise you, and tell your GP. If you feel seriously unwell, call NHS 111. Call 999 or go to A&E only if your symptoms are life-threatening, for example difficulty breathing, swelling of the face or throat, or chest pain. You can report a suspected side effect to the MHRA Yellow Card scheme at yellowcard.mhra.gov.uk; we report suspected side effects too. Tell your GP and any other prescriber what you use from us. General content on the Site is not medical advice; the advice you receive from a prescriber or pharmacist in your consultation is.

4.5 Your consultation answers, prescriber notes and any photos you send us form part of your pharmacy record and are kept for the periods in our Privacy policy. Photos are used only for your care and for guarantee claims; we use them in marketing only with your separate written consent.

5. Non-prescription products

Vitamins are food supplements. Food supplements should not be used as a substitute for a varied, balanced diet and a healthy lifestyle. Do not exceed the stated dose. Keep out of reach of young children. If you are pregnant, breastfeeding, taking medication or have a medical condition, consult a healthcare professional before use. Shampoos, sprays and tools are cosmetics or accessories and do not treat any medical condition.

6. Prices and payment

Prices are in pounds sterling and include VAT where it applies. Delivery charges and, for international vitamins orders, duties and taxes are shown before you pay. We correct pricing errors and may cancel an affected order before acceptance (section 3); we never ask you to pay a difference. We accept the payment methods shown at checkout. By giving payment details you confirm you are entitled to use them.

7. Delivery, subscriptions, returns and guarantees

Delivery: our Delivery policy. Delivery times are estimates. The goods become your responsibility when they are delivered to you or to a place or person you chose; you own them once we have received payment in full.
Subscriptions: our Subscription policy.
Cancellation, returns, refunds and every guarantee we offer: our Refund policy. We offer no guarantee that is not written there. Descriptions of what a product may do are general; individual results vary and no result is promised.

8. Fair use

Products are for your personal use. You may not resell them, buy on behalf of others, hold more than one account, use discount codes or referral rewards in ways they were not intended for, or make more than one guarantee claim per customer, household or delivery address across densehairexperts.com and dense.global together. We may cancel orders, decline guarantee claims, remove rewards and close accounts where we reasonably believe this section has been breached, and we may deduct from any refund the loss we can show that conduct caused us, telling you how we calculated it.

9. Complaints

Email help@densehairexperts.com with "Complaint" in the subject line, or write to the pharmacy address in section 1. We acknowledge within 5 working days and give a full response within 20 working days, or explain why we need longer. Clinical complaints are reviewed by the Superintendent Pharmacist. If you remain unhappy about a pharmacy matter you can raise a concern with the General Pharmaceutical Council (pharmacyregulation.org). We are not a member of an alternative dispute resolution scheme and are not obliged to use one; our final response to a complaint will say so. You can bring a claim in the courts (section 13).

10. Our liability

We are responsible for loss you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill.

We are not responsible for loss that was not foreseeable, for business losses, or for loss caused by information you gave us that was untrue or incomplete, by use of a product contrary to its directions or the advice of a pharmacist or prescriber, or by events outside our control. Our total liability for any other loss relating to an order is limited to the price you paid for that order.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, for breach of your statutory rights as a consumer, or for anything else that cannot be limited by law.

11. Payment disputes

Contact us before contacting your bank; most issues are resolved in one email. If you raise a chargeback or a Section 75 claim, we supply the bank with our records: the terms linked at checkout and in your order confirmation, your order record, dispatch and tracking evidence and our correspondence. If we have already refunded you and you also raise a chargeback, we show your bank the refund and it is not paid twice. Refunds are made in the currency and for the amount you paid; we are not responsible for exchange-rate differences or fees charged by your bank. If a bank dispute is decided in our favour we may decline future orders from you and, where the law allows, recover the costs of an unjustified dispute.

12. Events outside our control, content and intellectual property

If delivery or supply is delayed by something outside our reasonable control (carrier failure, customs, supplier shortage, strike, extreme weather, regulatory action) we tell you and take steps to limit the delay. If the delay is substantial you may cancel any undelivered order for a full refund.

The Site and its content belong to us or our licensors; you may use them only to browse and buy. Reviews, photos and feedback you send us may be used to improve our products and services; we publish only genuine reviews, label any review given in return for a free product or payment, and use photos of you in marketing only with your separate written consent. Do not misuse the Site, attempt unauthorised access, scrape it, or upload anything unlawful.

13. Law, changes and general

These terms are governed by English law and you can bring proceedings in the courts of England and Wales (or in Scotland or Northern Ireland if you live there). If you live outside the UK and bought vitamins from us, you keep any protection of the law of your home country that cannot be excluded by contract and you may bring a claim in your home courts. We may update these terms; the version shown when you place an order applies to that order, and changes to subscription terms are notified with at least 10 working days' notice. If any part of these terms is found unenforceable the rest continues. If we do not enforce a term straight away, we can still enforce it later. We may transfer our rights to another business that takes over our pharmacy, telling you if we do; you may not transfer yours. Nobody else can enforce these terms.