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Returns Policy


We cannot allow medicines to be returned once they have left the pharmacy for reasons of health and safety. We are not able to use returned medicines, so we are not able to process any refund on medication. If you have unwanted medicine, please contact us so that we can arrange for you to safely send the medication back to us for disposal.

Please note we will start to process your order on receipt. You agree that once we have begun the service at your request and that you will have no rights to cancel the order under the Consumer Protection (Distance Selling) Regulations 2000 or otherwise. Products of a cosmetic or personal nature cannot be returned due to hygiene reasons. Medicinal products cannot be returned due to the legislation governing the sale and supply of medicines in the UK.

You may only cancel prior to the order being processed and you should email the Customer Services team promptly by emailing info@mypharmacy.co.uk with the subject title “CANCEL” and your order number.  Unfortunately, the postage cost and tracking of eligible returned items are the responsibility of the customer. Returned item(s) (where eligible) must be undamaged, unopened and in their original packaging; My Pharmacy reserves the right to decline a refund in such instances.  In the unlikely event that any products are faulty, defective, wrongly delivered or misdescribed, any discrepancies must be reported immediately on receipt of the product.

All orders are sent via tracked courier and may require a signature. The tracking information is provided to the customer and can be tracked at any time to ensure someone is there to receive the parcel. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, they may be left with a neighbour and, if that’s not possible, the courier should leave you a note informing you of how to rearrange delivery or collect your order from a local depot.

It is your responsibility to arrange re-delivery. If you do not collect the products from the courier or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot, then your parcel will be returned to us. Medicinal products cannot be returned due to the legislation governing the sale and supply of medicines in the UK and will be destroyed after 14 days and you will not be eligible for a refund. Delivery can be rearranged but will incur additional delivery charges and is the responsibility of the customer.

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