Chemist Click Returns & Refund Policy

By law, We must provide goods that are of satisfactory quality, fit for purpose, as described at the time of purchase and in accordance with any Pre-Contract Information We have provided. If any Goods you have purchased do not comply and, for example, have faults or are damaged (this excludes any damage to the outer packaging or labels) when you receive them, or if you receive incorrect Goods, please contact Us in writing as soon as reasonably possible to inform Us of the fault, damage or error, and to arrange for a refund or replacement.

Beginning on the day you receive the Goods (and ownership of them) you have a 30-day right to reject the Goods and to receive a full refund if they do not conform as stated above. Alternatively, you may request a replacement of the Goods. We will bear any associated costs and will issue a replacement within a reasonable time and without significant inconvenience to You. In certain circumstances, where a replacement is impossible or otherwise disproportionate, We may instead offer you a full refund. If you request a replacement during the 30-day rejection period, that period will be suspended while We arrange a replacement and will resume on the day you receive the replacement. If less than seven days remain out of the original period, it will be extended to seven days. If, after a replacement, the Goods still do not conform (or if We cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the Goods at a reduced price, or to reject them in exchange for a refund. If you exercise the final right to reject the goods more than six months after you have received the Goods (and ownership of them), We may reduce any refund to reflect the use that you have had out of the Goods.

You will not be eligible to claim under this policy if We informed you of any faults, damage or other problems with the Goods before your purchase of them; if you have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and the problem has resulted from your use of the Goods for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage. Also, you may not return Goods to Us under this Clause merely because you have changed your mind (Please refer to our Cancellation Policy).

Where we have supplied a generic medication that differs from the illustration, we are unable to accept a refund request. If you require a generic medication produced by a certain manufacturer, it is your responsibility to enquire the availability of stock beforehand.

To return Goods to Us under this Clause, you may do so by post or another suitable delivery choice to Our Returns Address. We will be fully responsible for the costs of returning Goods under this Policy and will reimburse you where appropriate and where reasonable (we will cover up to £4 for the cost of returning an item and a reciept will need to be provided as proof).

Refunds (whether full or partial, including reductions in the Price) under this Policy will be issued within 14 days of the day on which We agree that you are entitled to the refund and via the same payment method originally used by you. If your card has expired, we will issue a cheque instead.

All refunds issued under this Policy will include all delivery costs paid by you when the Goods were originally purchased.

Where we have tried to contact you regarding an order query, or to clarify details in relation to your order, you will be refunded 6 months after not hearing back. This will incur an admin fee of £5.00, which will be deducted from the amount that is owed to you by way of refund.  (After 01/06/2020, if we have not heard back from you within 1 calendar month, your order will be refunded. This will incur a £5 admin fee)

Undelivered goods due to a failed delivery (such as but not limited to; the the wrong delivery address provided by You, an incomplete delivery address provided by You, an address provided by You where the recipient rejects the item, an address provided by You which is inaccessible, an address provided by You which is vacant at the time of delivery), or Goods that have not been collected from the collection point are not entitled to a refund. We may offer you with an option for redelivery, granted that you are willing to cover the cost of delivery. However, this is at the discretion of the pharmacist on duty at that time and will depend on your current medical status. If you have not been made aware of an attempted delivery, it is your responsibility to ascertain the reason why your Goods have not been delivered within the specified timeframe by Us.

Once We have contacted You in regard to re-sending goods, You have a 14 day period in which you are able to get back to Us. Once the 14 days have surpassed, you will no longer be eligible for a re-send or refund and your medication will be disposed of.