Effective Date: 25 March 2025
Last Updated: 25 March 2025
We understand that you may, at times, want to return an item you’ve purchased from us. Not all items can be returned but for the ones that can, please read the policy below.
Returns Policy for Medicines
Due to UK legislation, we cannot accept returns of medicines.
This applies to all medicines we sell, including prescription medicines, over-the-counter pain relief, antihistamines, vitamins, supplements, creams, and liquids.
If you are unsure whether a product is a medicine, please contact our customer service team for advice.
Why can’t we accept returns of medicines?
There are a few reasons why we cannot accept returns of medicines:
First, medicines are tightly regulated by the UK government. This means that we have to follow strict rules about how we store, handle, and sell medicines. If we accepted returns of medicines, we would be at risk of breaking these rules.
Second, medicines can be dangerous if they are not used properly. If you return a medicine to us, we cannot be sure that it will be used safely. This is why we have to destroy all returned medicines.
What can I do if I no longer want a medicine?
If you no longer want a medicine, you can take it to your local pharmacy for free disposal. Please do not return medicines to us.
Return of Unwanted Items That Are Not Medicines
Online Purchases
It is your responsibility to notify us within 14 days of receipt of the parcel of your intention to return one or all items. Once authorization from customer services has been granted, we must receive the return within 14 days.
You, the customer, will be liable for the cost of returning the items. This includes situations where free delivery was offered with the original order.
In-Store Purchases
For items purchased in our physical pharmacy locations, you have 30 days from the date of purchase to return eligible items.
Return charges for in-store purchases:
- Returns within 3 days: No charge
- Returns after 3 days but within 30 days: 10% restocking fee applies
Original receipt required for all in-store returns.
Errors or Damaged Items
We apologize in advance if we make a mistake or if items arrive damaged. Please contact our customer services team to arrange the return of faulty or damaged goods. A returns label will be provided by email at no cost to you.
For damaged items, we will provide:
- Full refund including original delivery costs, OR
- Free replacement of the same product
- Return postage reimbursement up to 2nd class UK postage value
Refused Deliveries
You may only refuse delivery if the parcel arrives damaged. In this situation, you must notify our customer services team within 7 days.
Refusal of a parcel is not a means of initiating a return of an unwanted item.
Parcels Returned to Us by the Courier
If a parcel is returned to us for any reason without prior authorization, we will attempt to contact you so we can resend the parcel back to you.
What Items Can Be Returned?
Returnable items include:
- Non-medicinal health and wellness products
- Beauty and personal care items (unopened and unused)
- Medical devices and equipment (unopened and unused)
- General retail items sold in our pharmacy
Items that cannot be returned:
- All medicines (prescription and over-the-counter)
- Opened personal care items
- Special orders made specifically for you
- Items with damaged or opened packaging
How to Return Items
Step 1: Contact Us
Email: legal@wellbeing-pharmacy.co.uk
Phone: 02476672886
Step 2: Get Authorization
We will provide return instructions and authorization number.
Step 3: Package Securely
Ensure items are well-packaged in original packaging with all accessories.
Step 4: Send Back
Return Address:
Returns Department
Wellbeing United Kingdom Limited
8 Prior Deram Walk
Coventry, CV4 8FT
United Kingdom
Step 5: Refund Processing
Refunds are processed within 5-10 working days of receiving returned items.
Your Consumer Rights
This policy does not affect your statutory rights under UK consumer law. You have additional rights if products are faulty, not as described, or not fit for purpose.
For more information about your consumer rights, visit: www.citizensadvice.org.uk
Contact Information
For questions about returns or to initiate a return:
Customer Services: legal@wellbeing-pharmacy.co.uk
Phone: 02476672886
Website: https://wellbeing-pharmacy.co.uk/contact
This Returns & Refund Policy is effective as of 25 March 2025 and was last updated on 25 March 2025.
