Refund policy

Cancellation, returns and refund policy

Last updated 25 September 2026. This policy applies to every purchase on dense.global from Family Pharmaceuticals Limited (company number 16327969), trading as Dense. Most questions are answered by one email to hello@dense.global; this policy is here for the rest. Nothing in it takes away your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013; where we offer more, it is in addition.

In short: unopened products can be returned within 14 days (sections 1 to 3). Opened tubs and bottles cannot (section 2). Faulty or wrong items are always replaced or refunded (section 4). Your first Daily Densify order carries a 60-day guarantee (section 11).

1. Your 14-day right to cancel

You may cancel your order for any reason within 14 days of the day you, or a person you nominated, received the goods. Start the return in our Withdrawals Portal (run for us by Redo) within that period, or email us with your name, order number and the products you are cancelling. Send the goods back within 14 days of telling us, using the label or the returns address the portal gives you; we recommend a tracked service and you must keep proof of posting. Return postage is your cost unless section 4 applies or you bought Checkout+ (section 8). You can also cancel before dispatch by emailing us; we then refund in full within 14 days. If the order has already been dispatched when we receive your email, do not open it: refuse it or return it under this section and we refund on its return.

2. Condition of returned goods

You may inspect goods as you would in a shop. Supplements, serums, sprays and other topical products are sealed health and hygiene goods: once a tub, bottle or seal is opened they cannot be returned and the right to cancel no longer applies to that item (Consumer Contracts Regulations 2013, regulation 28(3)(a)). This policy, linked at checkout and in your order confirmation, tells you this before you pay. Please return other goods unused, complete and, where you can, in their original packaging. Where an item comes back with handling beyond what was needed to inspect it, or with parts or packaging missing, we deduct the reduction in its value from your refund. After 14 days, or once a sealed product has been opened, we do not refund for change of mind; the 60-day guarantee (section 11) is the only other refund route, on its own terms.

3. Refunds

We refund the price of the returned goods and the standard delivery charge you paid (not any premium option) to your original payment method within 14 days of receiving the goods back or of you sending proof of return, whichever is earlier. Checkout+ is not refunded (section 8).

4. Faulty, damaged or wrong items

If an item arrives damaged, is faulty, or is not what you ordered, tell us within 30 days of delivery through the Returns Portal (choose the reason, for example Faulty Item Received or Incorrect Item Received) or by email, with your order number and a photo. We replace it or refund it in full, including delivery, and cover reasonable return postage where we ask for it back. Your Consumer Rights Act 2015 rights are not shortened by any time limit in this policy.

5. Returned parcels and refused deliveries

A parcel that comes back to us undelivered is treated as a cancellation on the day it reaches us. Where it was refused or not collected, we refund the price of unopened, undamaged goods and the standard delivery charge you paid, less the return charge the carrier bills us for bringing it back. Where it came back because the address you gave was wrong or incomplete, or because import charges you were responsible for were not paid, we also deduct the outbound delivery charge and any customs charge billed to us, because the failed delivery was caused by information or a payment you were responsible for.

6. Our right to cancel

We may cancel an order or a subscription and refund anything you paid for goods not yet supplied. We do this where: payment fails; the product is unavailable; the price or description on the Site was wrong; or we reasonably suspect fraud, resale, misuse of discount codes, referral rewards or guarantees, or more than one account per person.

7. Subscriptions

Cancelling a subscription stops future renewals only; a renewal already charged and dispatched follows sections 1 to 5. Everything else is in our Subscription policy.

8. Checkout+ (return shipping and parcel protection, provided by Redo)

Checkout+ is an optional service you can add at checkout. It gives you a prepaid return label for a return under section 1 and a same-item replacement if your parcel is lost, stolen or damaged in transit, claimed through the Customer Portal. Returns and claims are handled for us by Redo through that portal. By adding Checkout+ you ask us to begin providing it as soon as your order is dispatched, and you acknowledge that once the parcel has been delivered the service has been fully performed and the fee is not refundable or included in any refund or store credit; if you cancel the order after dispatch but before delivery we refund the fee in proportion to the part not yet provided. It cannot be added after an order is placed. Checkout+ never reduces your statutory rights and does not change section 2.

9. Gift cards, rewards and free items

A gift card can be cancelled for a full refund within 14 days of purchase if none of its value has been used; after that it is not refundable or exchangeable for cash. Reward items, samples, stamps and anything supplied free have no cash value, are not refundable and are not covered by any guarantee. Your statutory rights for any faulty item still apply.

10. Something wrong with an order?

Email us first; almost everything is resolved in one message. Bank disputes and chargebacks are covered in our Terms of Service, section 10.

11. The 60-day guarantee (Daily Densify Vitamins)

This guarantee applies to Daily Densify Vitamins bought on dense.global on or after 4 September 2026. It is in addition to sections 1 to 10 and to your statutory rights; it never reduces them.

No return needed: you do not have to send anything back. Email hello@dense.global within 60 days of the delivery date shown in your tracking, quoting your order number and telling us the product was not right for you. We may ask for a photo of the remaining product to confirm the claim.

What you receive: a refund of the full amount paid for that first order, including any delivery fee, to your original payment method within 14 days of your claim being accepted. If the order was the first order of a subscription we also cancel the subscription so no further charges are taken.

What is covered: your first order of Daily Densify Vitamins, whether a one-time purchase or the first order of a subscription. Later orders and subscription renewals are not covered. The delivery date is the date shown in your tracking or, where tracking shows no delivery scan, the 12th working day after dispatch. This guarantee applies only to orders placed on dense.global; densehairexperts.com has its own, separate guarantee for orders placed there.

Limits: one guarantee claim per customer, per household and per delivery address across dense.global and densehairexperts.com together, whichever guarantee is claimed first; a later claim on either site is declined. Claims must come from the email address on the account that placed the order and refunds are paid only to the original payment method. Where we reasonably suspect resale, repeated claims, more than one account or other misuse we may decline the claim and rely on sections 1 to 10 instead. This guarantee covers Daily Densify Vitamins only; all other products are covered by sections 1 to 10.

12. Model cancellation form

You do not have to use this form, but you may. To: Family Pharmaceuticals Limited, 124 City Road, London EC1V 2NX, hello@dense.global. I hereby give notice that I cancel my contract of sale of the following goods: [goods]. Ordered on [date] and received on [date]. Name of consumer, address of consumer, signature of consumer (only if this form is notified on paper), date.