Adverse Reaction & Medical Documentation Policy

At SNI NATURAL HAIRCARE, We prioritize the health, safety, and satisfaction of our customers. All our products are carefully formulated using natural and ethically sourced ingredients, and we strive to maintain the highest standards of quality, compliance, and transparency in accordance with the UK Cosmetic Products Regulation and relevant consumer protection laws.

While our products are dermatologically friendly and extensively tested, individual skin and scalp sensitivities can vary. In the rare event that a customer experiences any form of adverse reaction or concern following the use of our products, we are committed to addressing the matter seriously and responsibly. However, in order to proceed with any investigation, refund, replacement, or claim-related request regarding an alleged reaction or issue, the following terms must be met in full:

Mandatory Submission of Medical Evidence

Customers are required to provide legitimate, clear, and dated medical documentation from registered medical professionals and relevant institutions. This is a non-negotiable requirement to ensure authenticity and to assist us in conducting a proper internal safety review. The required documents include, but are not limited to:


– A full report detailing the symptoms experienced, date of onset, areas affected, and the GP's professional opinion linking the symptoms to the product in question.

– An assessment from a certified dermatologist (if referred or directly consulted), explicitly diagnosing the skin, scalp, or hair-related reaction, with an expert opinion on the likely causative agent(s).


– If the issue pertains specifically to the hair or scalp, a report from a certified trichologist (hair and scalp specialist) must be submitted, outlining the condition and possible triggers.

– Documentation showing results from a patch test, allergy screening, or sensitivity test that indicates reactivity to any ingredients commonly used in natural hair care or skincare products.

– Any official diagnosis from a healthcare facility or private clinic indicating a medically recognized reaction (e.g., contact dermatitis, scalp folliculitis, chemical burn, etc.).

– Dated, clear photos showing the condition or reaction, before and after use of the product, must accompany the medical reports. These should not be edited, filtered, or altered in any way.


– A written explanation from the customer including the date of purchase, product batch number (if available), how the product was applied, the duration of use, and any other hair or skincare products being used concurrently.

Time Frame for Reporting


14 calendar days of receiving the product.

21 days of the initial report to allow a fair and complete assessment.

Important Notes

UK Seller Rights & Consumer Protection

This policy is aligned with the rights of the seller under the Consumer Rights Act 2015 and the UK Cosmetic Products Regulation (Schedule 34 of the Product Safety and Metrology Statutory Instrument 2019). While consumers have the right to report issues and request remedies, sellers equally reserve the right to validate such claims with appropriate evidence before any commercial action is taken.

As a responsible UK-based business, we are fully committed to consumer safety but equally bound to protect the integrity of our brand and prevent misuse of return/refund policies.

Should you have any further questions or require assistance in understanding this policy, please feel free to contact our support team.

Thank you for understanding and for choosing SNI HAIR CARE.

ClearPay

  1. What is Clearpay?

Clearpay is a payment service allowing us to offer customers the ability to make purchases instantly and then pay for them in 4 automatic instalments made every 2 weeks without any interest.

  1. How do I use Clearpay?

Just shop on www.snihaircare.co.uk and check out as normal. At checkout, choose the Clearpay payment method.

You will be directed to the Clearly website to register and provide payment details (Visa or Mastercard).

If you’ve used Clearpay before, just log in to your Clearpay account.

Then complete your order – easy!

Please note, all items in your shopping bag must be eligible for Clearpay and the shopping value must be under *£800.

  1. Where can I use Clearpay?

Clearpay can only be used on purchases made on the www.snihaircare.co.uk website.

  1. Can I use Clearpay if I’m an international customer?

Clearpay is only available to customers with a UK billing address.

Customers with international billing addresses will not be able to create a Clearpay account.

  1. How does the Clearpay payment schedule work?

Clearpay customers make their first payment at the time of purchase, the remaining three payments are deducted every 2 weeks automatically from your selected payment method.

If you would like to make additional unscheduled payments before they are due, you may log in to Clearpay to make your payments early. Clearpay will then adjust the amount owed accordingly.

You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.

  1. What if I can’t pay a Clearpay installment?

As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.

Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee for a missed payment that is not resolved.

This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days.

Late fees will not exceed 25% of the total order.

Please see Clearpay Payment Purchase Agreement here.

  1. When will my items be delivered if I use Clearpay?

Clearpay orders are delivered within our standard delivery timeframes like any order from <Merchant>.

  1. Is there a limit to how much I can spend on a single Clearpay transaction?

Yes, your bag value must be less than £800 to use Clearpay.

  1. Can I use another form of payment with Clearpay?

Yes, you may also use a gift card or promotional code with Clearpay to pay for your purchase.

  1. What products are not eligible for Clearpay?

Clearpay is not available on purchases of gift cards or subscription products.

If your order contains gift cards or subscription products and other eligible products, you will need to purchase those separately.

  1. How do I return or exchange an item purchased with Clearpay?

Clearpay returns follow our standard return process.

Please note, refunds for Clearpay will be refunded from www.snihaircare.co.uk to Clearpay.

We cannot provide an exchange or cash refund.

As soon as the refund is processed it will drop into your Clearpay online account.

  1. Where can I find out more about Clearpay?

Visit the Clearpay website here for a comprehensive list of FAQs and check out Clearpay’s Privacy Policy found here.

*Your payment schedule will be provided to you. If you fail to make a payment on time, you will be charged a late fee of £6 with an additional £6 fee added after 7 days if payment is still unpaid.

* Other factors may be taken into account that might cause this figure to be less, such as being a new customer or your customer payment history.