Returns and Refund Policy

We understand that there may be occasions when you no longer require a product you’ve ordered, or you have changed your mind; or items may be faulty, or might not have been delivered correctly. Our policy is slightly different depending on whether the item is a medicine or another prescribed / dispensed item, or something else.


For items ordered from the Pharmacy2U Shop or Chemist Direct website

You can return any unwanted items free of charge within 28 days from placing your order for a refund or a replacement, as long as they are unused and unopened, and are returned with the original packaging complete, undamaged and boxed as received. Please note that once opened and/or used, products cannot be returned to us unless they are faulty or broken on arrival.


In the event of a refund, please note the refund will be made by the same method used to pay for the order. This is a requirement of our payment service provider. It can take up to seven working days for a refund to be acknowledged by your card provider. Your statutory rights are not affected.


For medicines and other prescribed items, and medicines provided as part of a healthcare service

If you have received a medicine or other item that was dispensed for you against a prescription, from our Online Doctor service, or from any of our other healthcare services (such as the Pharmacy First service), we cannot refund or replace these unless they are faulty or damaged on arrival. Medicines and other prescribed / dispensed items are not ordinary items of commerce, and they cannot be re-dispensed or re-used by us; but if such an item has been received and is faulty or damaged on arrival, please contact our Customer Care team to discuss your situation and we will help you with this.


Medicines that you don’t need should be disposed of properly. Pharmacies can accept medicine returns for safe destruction, and we can also accept unwanted medicines for destruction via our Freepost address below.


If you are concerned that you have received a medicine that is faulty or damaged, or is not right for you, please contact our Customer Care team for help here.


How to return an Item?

Please post your item to our Freepost address:



Unit 4b

Victoria Road Industrial Estate


LS14 2LA