Shipping & Returns
Everything you need to know about delivery and our returns policy.
Shipping Information
All orders are dispatched within 1–2 working days. You will receive a confirmation email with tracking details once your order has been shipped. Delivery times may vary during peak periods or due to circumstances beyond our control.
Returns Policy
We want you to be completely satisfied with your purchase. In accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.
How to Return
- Contact us at info@theeardoctor.co.uk within 14 days of receiving your order.
- We will provide you with return instructions and a returns reference number.
- Package the item(s) securely in their original packaging.
- Return the item(s) to us within 14 days of notifying us of the cancellation.
- Once received and inspected, we will process your refund within 14 days.
Non-Refundable Items
For hygiene and safety reasons, the following items cannot be returned or refunded:
- Ear wax drops where the seal has been broken or tampered with.
- Any product that has been used in the ear, on the body, or applied in any manner.
- Products returned without their original packaging or in a condition that is not resalable.
- Items purchased as part of a personalised or bespoke order.
This is in line with Regulation 28(3)(b) of the Consumer Contracts Regulations 2013, which exempts sealed goods that are not suitable for return due to health protection or hygiene reasons where the seal has been broken after delivery.
Damaged or Faulty Goods
If your order arrives damaged or faulty, please contact us within 30 days of receipt at info@theeardoctor.co.uk. Under the Consumer Rights Act 2015, you are entitled to a full refund, replacement, or repair for goods that are faulty, not as described, or not fit for purpose.
Please include photographs of the damage and your order number when contacting us. We will aim to resolve your issue as quickly as possible.
Refund Processing
Refunds will be processed to the original payment method within 14 days of receiving the returned goods. Please note that your bank or payment provider may take additional time to reflect the refund in your account.
Shipping costs for the original order are non-refundable unless the return is due to our error or a faulty product.
Contact Us
If you have any questions about our shipping or returns policy, please don't hesitate to get in touch:
Email: info@theeardoctor.co.uk
Phone: +44 7400 705106
Address: The Charterhouse Clinic, 98 Crawford Street, Marylebone, London W1H 2HL
This policy is governed by English law. Rizq Medical Ltd, registered in England and Wales. Last updated: February 2026.