Refund policy

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 clinic@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 Pharmacy-Only 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.

We are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged and obtain a proof of posting. Please allow at least 3-5 working days for your goods to reach us. Please note that we are not able to give exchanges for goods returned by post, and you should allow 14 days to receive your refund. Please safely dispose of any broken glass before returning an item to us.

Incorrect details provided when placing an order may not be adjusted as we process orders immediately. It is the customer responsibility to make sure all details are correct when placing an order. 

Cancellation Policy

At Pharmacy Prime, we strive to process and dispatch orders as quickly as possible to ensure timely delivery to our customers. As such, please note the following cancellation policy:
  1. Order Approval: Once an order has been approved by a member of our pharmacy team, it cannot be cancelled. This is due to our commitment to fast despatch times and ensuring that your order reaches you promptly.
  2. Unapproved Orders: If your order has not yet been approved by our pharmacy team, you may request a cancellation by contacting our customer service team. We will do our best to accommodate your request, but we cannot guarantee cancellation if the order is already in the approval process.
We appreciate your understanding and cooperation. If you have any questions or need assistance, please contact our customer service team.

Liability

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 and Conditions.