Terms of service

Terms of service and conditions of sale

Last updated 25 September 2026. These terms apply when you use dense.global (the Site) and when you buy anything from it. By 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; where 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.
Registered office: 124 City Road, London EC1V 2NX.
Contact: hello@dense.global, 0800 011 9598 (UK).
dense.global is not a pharmacy and sells no medicines.

2. Who can buy

You must be 18 or over and buying for your own personal use. 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 contact and delivery details accurate.

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. 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 6 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. Our products

Our vitamins and gummies 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. Serums, sprays, shampoos and tools are cosmetics or accessories. Nothing we sell on this Site is a medicine and nothing on the Site is medical advice; if you are worried about hair loss, see a doctor or pharmacist. Packaging and appearance may vary from images.

5. Prices and payment

Prices are shown in the currency of your delivery country and include VAT where it applies. Delivery charges and, for international orders, duties and taxes as set out in the Delivery policy 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. By giving payment details you confirm you are entitled to use them.

6. 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.

7. Fair use

Products are for your personal use. You may not resell them, hold more than one account, use discount codes, referral or affiliate rewards in ways they were not intended for, or make more than one guarantee claim per customer, household or delivery address across dense.global and densehairexperts.com 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.

8. Complaints

Email hello@dense.global with "Complaint" in the subject line. We acknowledge within 5 working days and give a full response within 20 working days, or explain why we need longer. 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 12).

9. 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 use of a product contrary to its directions 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.

10. 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.

11. Events outside our control, content and intellectual property

If delivery is delayed by something outside our reasonable control (carrier failure, customs, supplier shortage, strike, extreme weather) 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 and photos 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. Where a promotion, challenge or referral programme has rules, they are published with it and apply in addition to these terms.

12. 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, 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 this Site, telling you if we do; you may not transfer yours. Nobody else can enforce these terms.