The right to cancel

For a distance purchase there is a right to cancel the contract within fourteen days of receiving the goods, without needing to give a reason.

To use it, send us a clear statement before that period expires. An email is sufficient.

What counts for the deadline is the date you send the statement, not the date it reaches us.

The restriction that applies to medicines

This is the most important point on the page, so it is stated plainly.

The right to cancel does not extend to medicinal products supplied in sealed packaging where that packaging has been opened after delivery. The reason is health protection and hygiene.

In practice: a product whose packaging is intact can be returned. Once opened, it cannot — even if it was never used.

That is not our decision. It follows from the rules governing the supply of medicines, and it exists because there is no way to verify how a product was stored once it has left the pharmacy.

How to make a return

• Write to us before the cancellation period expires
• Include the order number and the email address used to place it
• Say which items the return concerns
• Wait for instructions before sending anything back

That last point saves trouble. Parcels returned without prior contact are harder to match to an order.

Refunds

Once a return is accepted we refund the payment recieved, including delivery costs to the extent the regulations require.

The refund goes back by the same method used for payment, unless something else is agreed. There is no charge for it.

We may hold the refund until the goods are received or until you provide evidence of having sent them.

Complaints about the goods

If what arrived is damaged, is not what was ordered, or something is missing — tell us as soon as possible.

Useful to include: the order number, a description of the problem and a photograph. For a missing item, a photograph of the parcel contents helps.

Complaints are handled individually. Depending on the situation we send a replacement for the missing or damaged item, or refund it.

Transit damage

If the outer packaging is visibly damaged, check the contents on receipt and report the damage to the courier where possible.

That is not a condition of making a claim, but it does make the process simpler.

What cannot be returned

• Products in opened or broken packaging
• Products past their expiry date at the time of return
• Products stored outside the conditions stated for them
• Goods that cannot be matched to a specific order

Contact for returns

All return and complaint enquiries go to [email protected]

We reply as quickly as we can. At weekends and over holidays it may take longer.