We understand that there may, on occasion, be times where you wish to return an order that you have received from us. We aim to make this process as easy as possible for our customers as set out by our Returns Policy.
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 10 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 the customer’s decision (i.e. not due to faulty, damaged or incorrect goods) unfortunately, they will be liable to 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 or not as described.
Unfortunately, by law, we cannot accept the return of any medication that has left our premises as it cannot be reused once it has left our premises. Any medication returned to us must be correctly disposed of within 30 days.
You have the right to cancel your order up to the point when your treatment is dispatched - this is defined as when you receive an email confirming that your order has been dispatched. The pharmacist must destroy any medication within 30 days of it being returned, even un-opened boxes, so we are not able to offer refunds once your treatment has been dispatched.
Should you be unable to collect your missed delivery or arrange for your medication to be redelivered by Royal Mail, the pharmacy can resend your medication to the same, or a different address provided it has been returned to us and this happens within a 30-day window.
Distance Selling Regulations
The Consumer Protection (Distance Selling) Regulations 2000 state that there is no right to cancel under the following circumstances:
Exceptions to the right to cancel
13.-(1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts-
(c) for the supply of goods clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;
Therefore, in terms of this exception, you have no right to cancel. However, in terms of our discretion exercised by us with regards to these terms and conditions, you have the right to cancel your order up to the point when your treatment is dispatched. The pharmacist must destroy any medication returned, even un-opened boxes, so we are not able to offer refunds once your treatment has been dispatched.
In the unlikely event that any non-medicinal products are faulty, defective, wrongly delivered or misdescribed the customer must give us notice of cancellation within 30 days and:
In the event you receive your order and it contains faulty, damaged or incorrect goods, please contact us using the details below within 30 days of receiving the item. We will then decide on an individual basis on the course of action to take. This will either involve the product being refunded, as detailed above, or replaced.
If you do not notify our customer service team of an issue within 30 days, we may not be able to issue a replacement or refund due to restrictions imposed by the claim windows imposed by the manufacturers, wholesalers, and couriers that we use.
For more information about our Returns & Cancellation 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
Last updated: 03/04/2020
Review date: 03/04/2022
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