Your statutory rights when returning goods

Your rights when returning goods come from two pieces of legislation – the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

These two pieces of legislation cover the return of unwanted goods bought online and your right to return faulty goods bought online.

For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. 

The Consumer Contracts Regulations give you a cancellation period that starts the moment you place your order and ends 14 days from the day you receive your goods. 

You then have a further 14 days from the date you notify the retailer that you’d like to cancel your order to return the goods.

When you can’t change your mind. 

You can’t change your mind about an order for: 

• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; 
• goods that are made to your specifications; and
• goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. 

If you change your mind about a product you must let us know no later than 14 days after:

• the day we deliver your goods. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery. 

If you fail to notify us of your intention to cancel within the 14 day period described above, your right to a cancellation will expire and you will not receive a refund.

How to let us know. 

To let us know you want to change your mind, contact us by email.

You have to return the product at your own cost. 

If your product is goods, you have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, 

You must:

• send the product back to us, using an established delivery service. You should keep a receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. 

What can’t be returned

Because we operate as a pharmacy and must operate according to strict health and safety regulations, there are exceptions to our returns policy for certain items. Please note this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights:

• Perishable items (food, confectionery, baby milk)

• Medicinal products or services that are dispensed or purchased

• Cosmetics (nail polish, makeup, hair dye, perfume)

• Products that have been damaged, opened and that are without an intact seal

• Any medicinal products or services that are either dispensed on prescription or are available free under an NHS arrangement.

We may reduce/reject your refund if you have used or damaged a product. 

If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, and not in a resaleable condition for example if the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. 

When and how we refund you.

If your product has not been delivered, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. 

If your product has been delivered and you wish to seek a refund, you must contact us by email, using [email protected]. We will then determine if the product is capable of being returned. If the product is capable of being returned we will provide you with the postal address so you may return the item for inspection. Once the return has been received, an inspection of the product will be performed to ensure that the product has been returned in a resaleable condition, as set out above. If the product has been returned in a resaleable condition, we will aim to refund you within 14 days. We will refund you using the same method you used for payment. Please note that it may take up to 5 working days for your bank to process a refund payment into your account and PayPal refunds can take up to 30 days.

Unfortunately, we’re unable to cover the costs of returning your items. We are unable to accept any responsibility for items that are lost or damaged in the post. Please note that we do not offer an exchange service by post.

Items returned that breach our return policy, items returned that cannot be linked to an order (either through postcode, order ID or contact details provided on return) and/or items returned that have not been approved by our customer support team, will not qualify for a refund and will be disposed of.

In the event that you do not receive your refund within the time frame set out above, please contact us at [email protected]

How to return faulty goods

We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. 

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

• You have the legal right to a refund if you return your faulty item within 30 days of receiving it.
• If you don’t reject the goods within the first 30 days, and find a fault within the first six months of possessing your faulty goods, you’ll need to give the retailer a chance to make a repair or replacement.

After the first six months, the burden of proof switches to you to prove the fault you’ve found was present at the time you took ownership of the online purchase.