We hope you will be happy with any items you’ve ordered from us, but if you’re not entirely satisfied, you’ll find details of our returns policy below, as well as instructions on how to return.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you 14 calendar days from the date you received your complete order to notify us of items you are not completely happy with. We must receive any item you wish to get a refund for within 7 calendar days of emailing us with your intention to return the items in order to complete your refund. Please note, you are responsible for any postage incurred in returning the items to us. Unfortunately, we cannot refund postage on returned orders.

Items must be returned in the condition you received them, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons.

Please note that though you are entitled to return items under this policy, as a registered pharmacy, we are required to destroy any medications sent back to us, so please be mindful of this when placing and returning orders.

[The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give us the right to reduce the amount of refund that you receive, in the event that non faulty items being returned are damaged or used in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.]

How to Return Items

Please email care@pharmacyprime.com in order to begin the returns process. You will then be sent a "returns form", which is to be filled out, printed and included with the items. You should return your unwanted or damaged items by post within 7 days of receiving your returns form that you wish to return your items. 

To return items by post please repackage them carefully and return them to:
Pharmacy Prime
464 Ranglet Road
Walton Summit Centre
Preston, PR5 8AR

Please obtain a “Proof of Postage”, which you can ask for any Post Office Counter, to ensure any issues can be resolved if your order is lost in the postal system.

Please ensure that your package contains your returns form, this will be sent to you once we have processed your initial return request.

Damaged and Faulty Items

The Consumer Rights Act 2015 allows you to claim a refund on faulty goods within 30 days of receipt. In some cases we may offer to replace or repair the item free of charge: if the first repaired or replacement item we supply also turns out to be faulty then you can claim a refund at this point, which includes the price you paid for it plus any postal charges.

This does not apply to items that have failed due to wear and tear. You may have additional manufacturer's warranties with some products, such as electrical items, giving you additional rights and you should check these carefully.

If you believe any of the items you have ordered to be damaged or faulty, please email us at care@pharmacyprime.com

Processing Refunds

Your refund will be processed once we receive your returned items. Refunds are credited to the original payment methods used and will take 5-7 working days to be credited to your account, depending on your card provider.

Refund Exclusions

Unfortunately, you cannot return prescription medicines, or anything that has a hygiene seal that has been broken. You have the right to reasonably inspect your items as you would in a shop, but you cannot return items that you have used, unless you are returning them because they are damaged or faulty.


Our maximum liability for our failure to fulfil an order that we are legally bound to fulfil will be limited to the price paid by you for that order.

These terms are in addition to our standard Terms & Conditions of sale.