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Returns & Cancellation Policy 

We understand that there may, on occasion, be times where you wish to return products that you have received from us. We aim to make this process as easy as possible for our customers as set out by this Policy.


Non-Medicinal Products

Any non-medicinal products that you wish to return must be in the original packaging and unopened, in a condition fit for resale. If the product to be returned does not meet these conditions, we will be unable to offer a refund. If these criteria are met, you must inform us of your intended return within 14 days of receiving the order, before you return it to us.

Once the return has been authorised you may send the product back to us within 21 days. Once the product has been received and checked by one of our staff, a refund will be authorised by the same method that the payment was made. This may take up to 7 working days to reach your bank account, please contact us if it has not been received after this deadline.

If the return is your decision (i.e. not due to faulty, damaged or incorrect goods) you must pay the return postage on the item. However, we will not charge a restocking fee for any items returned.

The right of cancellation and return of non-medicinal products in this clause do not affect the statutory rights of a consumer in relation to items that are faulty, damaged, incorrect or not as described.



You have the right to cancel your order for medication up to the point when your medication is dispatched - this is defined as when you receive an email confirming that your order has been dispatched.

Should you be unable to collect your missed delivery or arrange for your medication to be redelivered by Royal Mail, we can resend your medication to the same, or a different address provided it has been returned to us within 30 days of the attempted delivery.


Problems with your order

In the unlikely event that any products are faulty, defective, wrongly delivered or misdescribed please notify us soon as possible and:

  • We will refund to you the reasonable costs of returning the items to us if we ask you to do arrange to do so outside of our usual pre-paid methods;
  • Products need not be returned in the same condition as sold but you must return the items in the best possible condition; and
  • Products should be returned as soon as possible with the original packaging, if available, but will be accepted without the original packaging provided that you have taken all reasonable steps to ensure that the products each us without being further damaged or lost.

You must notify us promptly of any product issues so that we and our third party delivery companies are able to investigate the matter.

Once you notify us we will either replace the products or refund the price and any delivery charges paid.

If you notify us 6 months or more after receipt of the products, you have to provide documentary evidence that the product was faulty, defective or wrongly delivered at the time of delivery in order for us to consider whether or not to replace or refund the product.


Contact details

If you have any questions about this Policy or to contact us about a return you wish to make, please use the contact details below:

The Independent Pharmacy
Unit 3 Heston House
7 – 9 Emery Road

Telephone: 0333 2200 519

Email: support@theindependentpharmacy.co.uk

Last updated: 12/11/2020

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