Returns and Cancellation Policy

Effective 14 May 2026

This policy explains your rights to return or cancel an order placed on scarfixplus.com or via any ScarFix+ direct-to-consumer channel. It sets out the statutory rights you have under UK consumer law and how we apply those rights when you buy ScarFix+ products.

1. Your 14-day right to cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order at any time within 14 days from the day after the day you (or someone you nominated) received the goods, without giving any reason.

To cancel, you must:

• Tell us within the 14-day cancellation period that you wish to cancel.
• You can use the cancellation form below or simply send a clear statement of cancellation by email to returns@scarfixplus.com or by post to Apricus Financing Ltd, 82a James Carter Road, Mildenhall, Bury St Edmunds, IP28 7DE, United Kingdom.
• Return the goods to us within 14 days of telling us you wish to cancel.
• Goods must be returned in their original sealed packaging with the hygiene seal intact.

Cost of return. You are responsible for the cost of returning the goods to us unless the goods are faulty or not as described (in which case section 3 applies and we cover the cost of return).

2. When you cannot cancel - sealed hygiene products

Regulation 28(3)(b) of the Consumer Contracts Regulations 2013 permits an exception to the 14-day cancellation right for goods which are sealed for health protection or hygiene reasons and which have become unsealed after delivery.

ScarFix+ products are supplied as a sealed hygiene product. The outer carton carries a hygiene seal and an explanatory notice. Once that hygiene seal is broken, the product comes into a state where it can no longer be resold for health reasons. For this reason, your 14-day right to cancel under the Consumer Contracts Regulations 2013 ends as soon as the hygiene seal is broken.

Your statutory rights in respect of faulty goods (see section 3) are not affected by this exemption.

3. Faulty or misdescribed goods (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, the goods we supply you must be of satisfactory quality, fit for purpose, and match the description on our website and packaging. If they are not, you have legal remedies, regardless of whether the hygiene seal has been broken.

Within 30 days of delivery, you have the right to reject the goods and receive a full refund. This is known as the short-term right to reject under section 22 of the Consumer Rights Act 2015.

Between 30 days and 6 months from delivery, we will repair or replace faulty goods. If a repair or replacement is not possible, or fails, you are entitled to a price reduction or a refund.

After 6 months, the burden of proving the goods were faulty when supplied falls on you. We will assess each case on its merits.

Returns of faulty goods are at no cost to you. If the goods are confirmed faulty, we cover the cost of return shipping and refund the original delivery charges.

4. How to return your order

1. Contact us. Email returns@scarfixplus.com with your order number, the reason for return, and (where relevant) photographs of any damage or fault.
2. We respond within 2 business days. We will confirm receipt of your request, send you a Return Materials Authorisation (RMA) number, and provide return instructions.
3. Send the goods. Repackage the goods in their original packaging, include the RMA number with the parcel, and ship to the return address provided. Retain proof of postage. Returns sent without an RMA may be delayed in processing.
4. We confirm receipt. We confirm receipt of the returned goods within 2 business days.
5. Refund processed. Refunds are processed within 14 days of receipt of the goods (or, where applicable, within 14 days of you notifying us of your cancellation, whichever is earlier). Refunds are made to the original method of payment.

5. Damaged or incorrect items on arrival

If your order arrives damaged or you receive the wrong product, please contact us within 7 business days of delivery at returns@scarfixplus.com with photographs of the damage and your order number. We will arrange a replacement or full refund at no cost to you.

6. Skin sensitivity and allergic reactions

ScarFix+ is formulated with hypoallergenic, latex-free medical-grade silicone. We recommend a patch test before first use, particularly if you have known sensitive skin. In rare cases of skin irritation or allergic reaction, discontinue use immediately and contact us at customercare@scarfixplus.com. While the sealed-hygiene exemption applies to standard cancellation, we will consider individual cases of allergic reaction on their merits and may offer a partial or full refund at our discretion.

7. Your statutory rights and this policy

Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where this policy is more generous than the law requires, the policy applies. Where the law gives you a stronger right than this policy describes, the law applies.

8. Model cancellation form

You may use the following text to cancel your order (you are not required to use this exact form):

9. Contact us

Returns and cancellations	returns@scarfixplus.com
Customer care	customercare@scarfixplus.com
Postal address	Apricus Financing Ltd, 82a James Carter Road, Mildenhall, Bury St Edmunds, IP28 7DE, United Kingdom
Company registration	Apricus Financing Ltd, England and Wales
MHRA-registered manufacturer	Account 0000036575, GMDN 44898 (Scar-management dressing, reusable)

This policy applies to direct purchases from scarfixplus.com and ScarFix+ direct-to-consumer channels. Purchases from authorised resellers (including Mended Skin partner clinics, pharmacy chains, or marketplaces) may be subject to the seller's own returns policy. Your statutory rights under UK consumer law apply in all cases.