Returns and Refund Policy
We understand that there may be occasions when you no longer require a product you’ve ordered. You have changed your mind, the item(s) may be faulty, or might not have been delivered correctly. Our policy is slightly different depending on whether the item is a medicine, another prescribed / dispensed item, or something else.
For items ordered from the Pharmacy2U Shop or Chemist Direct website
If you need to return an item purchased from our pharmacy shop, please follow these simple steps:
28 day cooling off period
If you would like to return an item please notify us within 14 days of your order being delivered. You then have a further 14 days to return the item back to us. This gives you a maximum of 28 days in total to return an item.
We reserve the right to refuse a refund if the goods are not returned in a saleable condition or are damaged. All returns will be assessed prior to processing. Unfortunately, we aren't able to exchange items.
Electrical equipment will only be accepted if complete with all leads and accessories
You can contact us via the methods laid out on our contact us page. Alternatively, you can speak to a member of our Customer Care team on 0121 541 1800.
Please note that we are unable to accept returns for the following unless they are damaged or faulty:
Perishable items
Baby milks
Unsealed items that have a protective seal due to health protection or hygiene reasons
Medicinal products or services that are either dispensed on prescription or are available for free under an NHS arrangement
Medicinal products that are approved by the Pharmacy team
If you are unsure if your item can be returned, please contact us via the methods laid out on our contact us page.
Please note, this does not affect your statutory rights.
Where do I send returns?
Once our Customer Care team have been notified, please arrange to post the item to:
Unit 3, Mountpark Bardon,
Robson Way,
Coalville,
Leicestershire,
LE67 1GQ,
United Kingdom
Unfortunately, we're unable to cover the costs of returning your items and we cannot be held liable for any damages incurred during transit. Please ensure any items you are returning are properly secured and packaged and we'd recommend sending all returns via a recorded delivery service.
How long will it take to process my refund?
We aim to process your refund within 3-5 working days of receiving your item, however it can take up to 30 days to receive the refund via the original payment method.
Once you've cancelled the order, you have a legal 'duty of care' to keep the items in a good condition and return them at your expense. We are entitled to deduct an amount from the refund to reflect any loss of revenue in the value of goods supplied which may be 100%, if the loss is the result of unnecessary handling of the goods by you.
In accordance with the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2014, we will refund you the full amount paid for the items returned within 14 days of receipt of the notice of cancellation.
To read our full terms and conditions, please click here.
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:
Pharmacy2U
FREEPOST RLTU-BHYL-KEJZ
Unit 4b
Victoria Road Industrial Estate
Leeds
LS14 2LA