Terms of Use for Dense Hair Experts

DENSE.GLOBAL

Last Updated: July 2025

These Terms of Use and Conditions of Sale ("User Terms") govern your use of www.dense.global ("Our Site") and any products or services obtained through it. Please read them carefully before using Our Site or placing any order.

By accessing Our Site or purchasing from us, you confirm that you have read, understood, and agreed to these User Terms. If you do not agree, please do not use Our Site.

Important notice for international customers:

Dense.global serves customers worldwide. These Terms are governed by English law, but nothing in them is intended to deprive you of any mandatory consumer protection rights you are entitled to under the laws of your country of residence. Where local mandatory law provides you with greater protection than these Terms, those local rights shall prevail to the extent required by law.

1. Our Identity and Contact Details

Dense.global is a trading name of Family Pharmaceuticals Limited, a private limited company registered in England and Wales.

Company number: 16327969

Registered office address:

124 City Road, London, EC1V 2NX, United Kingdom

Trading address:

Unit 6, Acorn Business Park, Keighley Road, Skipton, BD23 2UE, United Kingdom

General enquiries: help@dense.global

Customer support: hello@dense.global

Website: www.dense.global

Relationship to Dense Hair Experts:

Dense.global is operated by the same parent company as Dense Hair Experts (densehairexperts.com). Dense.global sells non-prescription hair care, grooming, supplement, device, and digital products only. Dense.global does not supply prescription-only medicines, does not provide clinical consultations, and is not a pharmacy. No GPhC-regulated activities are conducted through this platform.

2. Our Products and Services

Through Our Site, we offer the following categories of products and services:

• Hair care and grooming products (over-the-counter, non-prescription) ("OTC Products");

• Supplements and vitamins ("Supplements");

• Hair and scalp devices and tools, including but not limited to scalp massagers and laser combs ("Devices");

• Digital products and non-clinical content, including guides, programmes, and digital consultations ("Digital Products").

Together these are referred to as "Products". Dense.global does not sell prescription-only medicines. If you are seeking prescription hair loss treatment, please visit www.densehairexperts.com.

Important notice regarding Supplements:

Supplements sold on Our Site are food supplements and are not medicinal products. They are not intended to diagnose, treat, cure, or prevent any disease or medical condition. You should consult a qualified healthcare professional before using any supplement, particularly if you are pregnant, breastfeeding, taking medication, or have an underlying health condition.

Important notice regarding Devices:

Devices sold on Our Site are intended for personal, non-medical use unless otherwise stated. Where a device carries regulatory certification (for example CE marking or UKCA marking), this will be stated on the product listing. You should follow all manufacturer instructions and safety guidelines supplied with the device.

3. Eligibility and Account Registration

You are eligible to use Our Site and purchase Products if you:

• Are at least 18 years of age, or the minimum legal age for purchasing such products in your country of residence, whichever is higher;

• Are legally capable of entering into a binding contract under the laws of your country of residence;

• Provide accurate and complete registration and order information.

You are responsible for maintaining the confidentiality and security of your account credentials. All activity under your account is your sole responsibility. Report any security concerns to hello@dense.global immediately.

International customers:

Our Site is open to customers worldwide subject to the delivery and export restrictions set out in Section 9. It is your responsibility to ensure that ordering and receiving any Product complies with the laws of your country of residence. We make no representation that all Products are available or lawfully obtainable in every jurisdiction.

4. Acceptable Use of Our Site

Our Site is intended for your individual, non-commercial use only. You agree not to:

• Compromise the safety, security, or reliability of Our Site or our technology infrastructure, including attempting to introduce malicious code or conduct denial-of-service attacks;

• Use Our Site in a way that impairs its functionality or disrupts other users' experience;

• Attempt to gain unauthorised access to any part of Our Site, other user accounts, or its underlying systems;

• Upload, transmit, or distribute content that is harmful, unlawful, defamatory, or that infringes the intellectual property rights of any third party;

• Create hyperlinks to Our Site without our prior written consent;

• Attempt to decompile, reverse engineer, or disassemble any software forming part of Our Site;

• Impersonate any other user or member of staff;

• Use Our Site for any unlawful or fraudulent purpose.

Any suspected security breach may be reported to the relevant law enforcement authorities and we will cooperate fully with any such investigation, including disclosure of your identity where lawfully required.

5. Placing Orders

You may place orders as a guest or by creating an account. Creating an account enables you to track orders, manage subscriptions, and access order history.

5.1 OTC Products, Supplements, and Devices

A binding contract is formed between you and us when you receive an order confirmation email. We reserve the right to decline or cancel any order prior to dispatch, in which case a full refund will be issued.

5.2 Digital Products

A binding contract for Digital Products is formed when you receive an order confirmation and access to the digital content is made available to you. Please note that by requesting immediate access to Digital Products, you acknowledge that your right to cancel under applicable consumer cancellation regulations will be lost once the content has been accessed or downloaded. You will be asked to confirm this expressly at checkout.

5.3 Order Accuracy

You are responsible for ensuring the accuracy of your order, including the product selected, quantity, delivery address, and payment details. We are not liable for errors in orders resulting from information provided by you.

5.4 Product Descriptions

We take reasonable care to ensure that product descriptions, images, and specifications on Our Site are accurate. However, minor variations may exist between product images and the actual product received, particularly in respect of packaging. Such minor variations do not constitute a defect or ground for return unless otherwise required by law.

6. Subscription Terms

6.1 Subscription Enrolment

Certain Products on Our Site are available via subscription (recurring orders). Where a product is available on a subscription basis, this will be clearly identified at checkout before you complete your purchase. By placing a subscription order, you agree to enrol in the applicable subscription plan and to the recurring billing terms set out below.

6.2 Recurring Payment Authority

By subscribing, you authorise us to charge your selected payment method on a recurring basis at your chosen subscription frequency for the applicable subscription price and any delivery charges disclosed at checkout. You may withdraw this authority at any time by cancelling your subscription in accordance with Section 6.4.

6.3 Billing

Payments are collected at your selected subscription frequency using the payment details provided at the time of your order. Charges fall on the corresponding date of each subscription period commencing from your initial order date.

6.4 Cancellation of Subscription

Your subscription remains active until you choose to cancel. You may cancel at any time by logging into your account or by emailing hello@dense.global. We will process all cancellation requests promptly and without placing any conditions on doing so. Your right to cancel your subscription is unconditional.

Please note: if a cancellation request is received within 48 hours before your next scheduled billing date, that forthcoming payment and associated product dispatch may still be processed. Nothing in this clause affects your statutory cancellation rights.

6.5 Suspension and Termination

We may suspend your subscription in the following circumstances:

• Failed or expired payment details;

• Product unavailability or stock shortage;

• Regulatory or legal requirements necessitating suspension of supply;

• Account suspension or termination.

We reserve the right to suspend or terminate your account and/or subscription immediately, without prior notice, where we reasonably suspect fraud, misuse of our Services, or any material breach of these Terms. Where termination occurs on these grounds, we reserve the right to withhold any refund where losses have been incurred as a direct result of the relevant conduct.

7. Pricing, Delivery Charges, and Our Right to Vary

Important notice: please read this section carefully.

This section explains our right to change subscription prices and delivery charges. We are required to bring material changes to your attention and to give you an adequate opportunity to cancel before any change takes effect.

7.1 Pricing and Currency

Prices on Our Site may be displayed in multiple currencies for customer convenience. Where prices are displayed in a currency other than pounds sterling (GBP), such prices are indicative only and are based on prevailing exchange rates at the time of display. The final transaction amount may vary depending on the exchange rate applied by your payment provider at the time of payment.

Unless expressly stated otherwise at checkout, payments are processed in GBP. We are not responsible for currency conversion fees or exchange rate fluctuations applied by your bank or payment provider. Where local currency checkout is offered, the final price and currency will be clearly confirmed before you complete your purchase.

7.2 Delivery Charges

Delivery charges vary depending on your delivery location, selected courier and service level, and prevailing market conditions. All applicable delivery charges are clearly displayed at checkout before you complete your purchase. Delivery charges may also be conditional on order value. For example, orders meeting or exceeding a stated minimum order value may qualify for free or reduced-rate delivery. The applicable order value threshold and corresponding delivery charge will be displayed at checkout, on your account, and in any Variation Notice issued under Section 7.3.

Initial and recurring orders:

Where your initial subscription order included free delivery, this applies to your first order only unless your subscription confirmation or checkout clearly states otherwise. From your second recurring order onwards, a delivery charge may apply. The applicable delivery charge for recurring orders will be clearly stated at the time of your initial subscription checkout and confirmed in your order confirmation email.

7.3 Our Right to Vary Subscription Price or Delivery Charges

We reserve the right to change subscription prices and/or delivery charges applicable to recurring orders. We will only do so in accordance with the following procedure.

7.3.1 Notice

We will give you not less than 30 days' written notice ("Variation Notice") of any proposed change to your subscription price or delivery charges. The Variation Notice will be sent to the email address registered on your account and will clearly state:

• The nature of the change;

• The new amount that will apply;

• The date on which the change will take effect ("Variation Date"); and

• Your right to cancel your subscription free of charge before the Variation Date.

A Variation Notice sent by email to your registered email address shall be deemed received by you on the date it is sent. It is your responsibility to ensure that the email address on your account is current and that you check it regularly. Where reasonably practicable, we will also display a notice within your account dashboard. However, the email notice shall constitute sufficient notice for the purposes of this Section 7.3.

7.3.2 Your Right to Cancel

If you do not wish to accept the proposed change, you have the right to cancel your subscription at any time before the Variation Date by emailing hello@dense.global. Cancellation in these circumstances will be processed free of charge. You will receive a full refund for any prepaid amounts relating to the period after your cancellation date.

7.3.3 Acceptance by Continued Subscription

If you do not cancel your subscription before the Variation Date, your continued subscription after that date will be treated as your acceptance of the updated price and/or delivery charge. We will not apply changes silently — the Variation Notice will make clear that continued subscription after the Variation Date constitutes acceptance.

Any variation shall apply only to future billing cycles and shall not affect charges already incurred prior to the Variation Date.

7.3.4 Permitted Grounds for Variation

Changes to subscription pricing or delivery charges may be made where:

• Our costs of goods, ingredients, manufacturing, or logistics have materially increased;

• Third-party carrier or postage charges have increased;

• Changes in applicable taxes, duties, or regulatory requirements affect our cost base;

• Inflation or cost-of-living adjustments necessitate a price review; or

• We are introducing delivery charges on recurring orders in accordance with the disclosure made at the time of your initial subscription; or

• We are introducing, adjusting, or removing order-value-based delivery thresholds (for example, introducing a minimum order value below which a standard delivery charge applies).

7.3.5 Existing Subscribers - Free Delivery Migration

Notice to existing subscribers:

If you subscribed under a promotion that included free delivery on all recurring orders and we intend to introduce a delivery charge on those recurring orders, we will give you a minimum of 30 days' written notice before any such charge applies. You will have the right to cancel your subscription free of charge during that notice period. If you do not cancel before the stated effective date, your continued subscription will constitute your acceptance of the delivery charge on future recurring orders.

8. Payments

Accepted payment methods include credit and debit cards as displayed on the Site, and any e-wallets or digital payment methods accepted from time to time. By confirming your payment details, you confirm that you are the legitimate authorised holder of the payment method used.

Payment is subject to authorisation by your card issuer or payment provider. We accept no responsibility for declined payments resulting from issuer decisions. If payment cannot be collected within 7 days of notification of a failed payment, your access to subscription services may be temporarily suspended until the outstanding amount is settled.

All transactions are processed securely. We do not store full card details on our systems.

9. Delivery

9.1 UK Delivery

For UK customers, delivery charges are displayed during checkout and confirmed in your order confirmation email. Delivery charges applicable to recurring subscription orders are as disclosed at the time of initial subscription, subject to variation in accordance with Section 7.3. UK delivery charges may be waived for orders meeting or exceeding a stated minimum order value. The applicable minimum order value and standard delivery charge are published on Our Site and may be updated from time to time in accordance with Section 7.3.

9.2 Worldwide Delivery

Dense.global offers worldwide shipping to customers in the United Kingdom, European Union, GCC countries (Saudi Arabia, UAE, Qatar, Kuwait, Bahrain, and Oman), and all other destinations where delivery is operationally and legally possible. International delivery availability depends on product type, destination country, and applicable regulatory requirements. Not all products are available for delivery to all destinations.

Additional charges may apply to international orders, including delivery fees, customs duties, import taxes, and regulatory handling costs. These charges will be displayed at checkout where known, or may be payable upon import depending on your country's customs processes. Unless otherwise stated, all such costs are the responsibility of the customer.

You are responsible for ensuring that your order complies with the import laws of your country of residence or delivery destination. We are not liable for customs delays, rejected or seized shipments, or any additional import costs incurred after dispatch.

Where a shipment is refused, returned, or destroyed by customs authorities due to non-compliance with local import laws or regulations, we reserve the right to deduct any return shipping costs, duties, handling fees, or other losses directly incurred as a result from any refund issued to you.

We reserve the right to refuse or cancel any international order where fulfilment would breach applicable export laws, international sanctions, or regulatory restrictions in the destination country. In such circumstances, a refund will be issued for any amounts already paid, net of any costs already incurred.

GCC customers:

Products sold to customers in GCC member states are sold for personal use only. Certain supplements and grooming products may be subject to Gulf Standards Organisation (GSO) import requirements or local regulatory restrictions. It is your responsibility to verify that the products you are ordering are permissible for import into your country before placing an order.

9.3 Title and Risk

Risk in the products passes to you upon delivery to the address provided at the time of your order. Ownership of the products passes to you only once full payment has been received and cleared in full.

9.4 General Delivery Terms

We may use third-party couriers to fulfil deliveries. Delivery timeframes are estimates only and time for delivery shall not be of the essence. While we use reasonable endeavours to meet estimated timeframes, we cannot be held liable for delays caused by events outside our reasonable control. In the event of a significant delay, you will be notified and, where appropriate, may be entitled to cancel and receive a refund for undelivered products.

Where delivery is attempted at the address provided and is unsuccessful due to incorrect address details supplied by you, failure to accept delivery, or failure to collect from a designated collection point or sorting facility within the required timeframe, we reserve the right to charge for re-delivery. Where a parcel is returned to us as undeliverable as a result of any of the above, re-delivery charges will apply and you will be notified accordingly.

10. Cancellation, Refunds, and Returns

10.1 Your Statutory Cancellation Rights - Physical Products

If you are a consumer based in the United Kingdom or European Union, you have the right to cancel any contract for physical products (OTC Products, Supplements, and Devices) within 14 days of receipt without giving a reason. This is your statutory cooling-off period.

To exercise this right, notify us at hello@dense.global within 14 days of receiving your order, stating your name, address, and order details. You must return the product to us at the address below within 14 days of notifying us:

Returns address: Unit 6, Acorn Business Park, Keighley Road, Skipton, BD23 2UE, United Kingdom

The cost of return postage is your responsibility unless the product is defective, damaged, or not as described. We will process your refund within 14 days of receiving the returned product or satisfactory evidence of return, whichever is earlier, using the original payment method.

For customers outside the UK and EU, your cancellation and return rights will be governed by the mandatory consumer protection laws of your country of residence. Please contact us at hello@dense.global and we will advise accordingly.

10.2 Digital Products - No Cancellation Right Once Accessed

Digital Products are exempt from the standard 14-day cancellation right once the content has been accessed or downloaded. By requesting immediate access to a Digital Product at checkout, you expressly consent to the supply of the digital content commencing immediately and acknowledge that you will lose your right to cancel once access has been provided.

If a Digital Product is found to be defective or not as described, please contact us at hello@dense.global within 14 days of purchase and we will provide a remedy, repair, or refund as appropriate.

10.3 Supplements - Opened Products

For hygiene reasons, we are unable to accept returns of Supplements that have been opened, unless the product is defective, damaged, or not as described. Unopened Supplements may be returned within the 14-day cooling-off period in accordance with Section 10.1.

10.4 Devices

Devices may be returned within the 14-day cooling-off period in accordance with Section 10.1 provided they are returned in their original packaging and in an unused condition. We reserve the right to deduct from any refund an amount reflecting any diminution in value caused by handling beyond what would be necessary to establish the nature and functioning of the device.

10.5 Cancellation Due to Our Changes

You may cancel your subscription or contract immediately and without penalty if:

• We notify you of a proposed change to pricing, delivery charges, or these Terms that you do not accept, and you cancel before the Variation Date;

• We notify you of a pricing or product description error and you choose not to proceed;

• Events outside our control cause a significant delay to product supply;

• We suspend product supply for technical or regulatory reasons exceeding one month; or

• We are in material breach of our obligations under this contract.

In such circumstances, you will receive a full refund for any prepaid amounts relating to undelivered products.

10.6 Refund Processing

All refunds are processed to the original payment method used. We may withhold a refund until returned goods are received or satisfactory proof of return is provided. Refunds will be processed within 14 days of the relevant triggering event.

11. Changes to These Terms

We may update these User Terms from time to time to reflect changes in law, regulation, or our business practices. For material changes — including changes to pricing, delivery charges, subscription terms, or your key rights — we will provide you with a minimum of 30 days' written notice to the email address registered on your account before any change takes effect.

You will be entitled to cancel your subscription free of charge before any material change takes effect. If you do not cancel, your continued use of Our Site and Services after the effective date will constitute your acceptance of the updated Terms.

We do not rely on your mere access to Our Site as acceptance of any material change. For material changes, we will always provide direct written notice by email and give you a 30-day window to cancel before changes take effect.

12. Product Availability

Order acceptance is subject to product availability. Any unavailability or anticipated delays will be communicated to you promptly after your order is placed. If payment has already been processed for an unavailable product, a full refund for that item will be issued immediately.

We reserve the right to withdraw any product from sale at any time without notice. Product listings on Our Site do not constitute an offer to sell and are subject to availability at the time of order.

We may temporarily suspend supply of a product in order to rectify technical issues, comply with regulatory requirements, or implement product changes. Prior notice will be given wherever possible. If a suspension exceeds one month, you may cancel any affected subscription and receive a full refund for any prepaid undelivered products.

13. Our Liability

Our liability to you is limited to direct losses arising from our failure to comply with these User Terms. We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of data, or loss of opportunity, except where such exclusion is not permitted by applicable law.

Except as expressly stated in these Terms or required by applicable law, Products are provided on an 'as is' basis. We do not guarantee that any Product will achieve any particular result or outcome for any individual. Individual results may vary depending on a range of personal factors outside our control. This clause does not affect your statutory rights in respect of defective or misdescribed products.

Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence;

• Fraud or fraudulent misrepresentation;

• Any breach of the terms implied by the Consumer Rights Act 2015 (for UK customers) or equivalent applicable consumer protection legislation;

• Product liability under applicable law; or

• Any other liability that cannot lawfully be excluded or limited.

The content on Our Site, including product descriptions, supplement information, and device guidance, does not constitute medical advice. You should consult a qualified healthcare professional before using any supplement or device, particularly if you have an underlying health condition, are pregnant or breastfeeding, or are taking medication.

14. Data Protection and Privacy

We are committed to protecting your personal data. Your information is collected, processed, and stored in accordance with our Privacy Policy, UK GDPR, and the Data Protection Act 2018. For customers in the European Union, we also comply with applicable EU data protection requirements.

Please refer to our Privacy Policy, available on Our Site, for full details of how we collect, use, store, and protect your personal information and your rights in respect of it.

15. Intellectual Property

We and our licensors own all intellectual property rights in Our Site and its content, including software, applications, domain names, graphics, logos, icons, product formulations where applicable, and service names. You are granted a limited, non-exclusive, non-transferable licence to access and use Our Site for personal, non-commercial purposes only.

Digital Products purchased through Our Site are licensed to you for personal use only. You may not reproduce, distribute, resell, or share Digital Products with any third party. Unauthorised distribution of Digital Products may constitute copyright infringement and will result in immediate account termination.

16. General

• These Terms and all communications under them will be in English, unless otherwise agreed.

• You acknowledge that you have not relied on any statement, representation, assurance, or warranty that is not expressly set out in these Terms in deciding to use Our Site or place any order. Nothing in this clause excludes liability for fraudulent misrepresentation.

• You may not transfer any rights or obligations under these Terms to any other person without our prior written consent.

• We may transfer our rights or obligations under these Terms to a third party, provided this does not materially and adversely affect your rights. We will notify you of any such transfer.

• Only you and Dense.global have rights under these Terms. No third party beneficiary rights are created.

• If any provision of these Terms is found to be unlawful, void, or unenforceable, it shall be modified to the minimum extent necessary to make it lawful and enforceable. If such modification is not possible, the provision shall be deemed severable. In either case, the validity and enforceability of the remaining provisions shall not be affected.

• Any failure by us to enforce any part of these Terms at any time does not constitute a waiver of our right to enforce that provision or any other provision at a later date.

• You agree that communications between you and us may be conducted electronically, including by email, and that such electronic communications satisfy any legal requirement that communications be made in writing. This includes, without limitation, variation notices, cancellation confirmations, and order confirmations.

• These Terms are governed by the laws of England and Wales. For disputes, the courts of England and Wales shall have jurisdiction, except that customers resident in Scotland or Northern Ireland may also bring proceedings in the courts of those jurisdictions.

• For customers resident in the European Union or other jurisdictions with mandatory consumer protection laws, nothing in these Terms is intended to, or shall, deprive you of any rights you are entitled to under the mandatory laws of your country of residence. Where such mandatory laws provide greater protection than these Terms, those laws shall prevail.

• These Terms apply to purchases made directly through Our Site at www.dense.global. Purchases made via third-party marketplaces, including but not limited to Amazon, TikTok Shop, or any other platform, may be subject to additional or different terms imposed by those platforms. In the event of any conflict between these Terms and a third-party platform's terms in respect of a purchase made through that platform, the platform's terms shall apply to that transaction.

17. Complaints and Dispute Resolution

If you are dissatisfied with any product or service, please contact us in the first instance at hello@dense.global. We are committed to resolving complaints promptly and fairly and will acknowledge your complaint within 5 working days.

If we are unable to resolve your complaint informally within a reasonable timeframe, we are willing to engage in mediation or alternative dispute resolution through an approved ADR provider.

UK customers may also refer complaints to Trading Standards or the Citizens Advice consumer service.

EU customers may use the European Commission's Online Dispute Resolution platform at: https://ec.europa.eu/consumers/odr

Customers in other jurisdictions may have access to local dispute resolution bodies or regulatory authorities. We will cooperate with any such process in good faith.

18. Force Majeure

We will not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay results from events outside our reasonable control. Such events include, but are not limited to:

• Supply chain disruption or manufacturer shortages;

• Courier or postal delays;

• Acts of God, natural disasters, or severe weather events;

• Pandemic, epidemic, or public health emergency;

• Changes in law, regulation, or government guidance;

• Industrial action; or

• Failure of third-party systems or infrastructure.

Where a force majeure event continues for more than one month, either party may terminate the affected order or subscription with immediate effect. In such circumstances, you will receive a full refund for any prepaid amounts for undelivered products.

19. Your Responsibilities

You are responsible for ensuring that all information provided to us, including contact, delivery, and payment information, is accurate, complete, and kept up to date. Please update your information via your account or by contacting hello@dense.global.

You must read all product information, instructions, and safety guidance provided with your products before use. Where supplements or devices are involved, you should seek professional advice if you have any doubt about suitability for your individual circumstances.

Products purchased through Our Site are strictly for your personal use only and must not be resold, redistributed, or transferred to any other person.

Dense.global - Terms of Use and Conditions of Sale

Family Pharmaceuticals Limited T/a Dense.global

Registered in England and Wales | Company No. 16327969

help@dense.global | www.dense.global | Version: July 2025