Returns and Refund Policy

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

Recycle your electricals with Pharmacy2U

We want to make recycling your old electricals simple. If you buy a new electrical or electronic item from Pharmacy2U, we will take your old, like-for-like item back free of charge* so it can be recycled responsibly.

You can choose one of two easy routes:

Return to Pharmacy2U by post

If you prefer to recycle through Pharmacy2U then simply post the returned items back to us and we will ensure the item(s) are fully recycling in compliance with the WEEE Directive. The address for returns is:

Pharmacy2U Ltd

Unit 3 Mount Park

Robson Way

Coalville

LE67 1GQ

Attention of WEEE Returns Team

Use your local recycling point

If you prefer, you can take your old electricals to a local recycling centre. Find your nearest site using the national locator: recycleyourelectricals.org.uk/electrical-recycling-near-me/

To help us recycle safely, please:

• Remove personal data from devices with memory where possible

• Remove batteries where they can be taken out and recycle them in the usual way

• Pack items securely so they travel safely

• Do not return medical sharps or items that are soiled or contaminated

This free* take-back service applies when you purchase a new product of the same type and function. We accept returns within a reasonable period after purchase. If you are unsure whether your item qualifies, contact us and we will help.

Pharmacy2U also expects all brand partners and suppliers who sell electrical products on our website to meet their own legal responsibilities for WEEE. We monitor compliance to protect customers and the environment.

If you require further information on this, please contact us at [email protected]

* There is no charge for taking back equipment to recycle, however any postage costs are the responsibility of the customer.