Returns & Refunds

We are unable to accept returns of any medicines, including over-the-counter (OTC) products and Pharmacy (P) medicines, once they have been dispatched. This applies regardless of whether the packaging has been opened.

This policy exists because:

• We cannot verify that medicines have been stored correctly once they leave our premises
• Patient safety must always be our highest priority
• UK law prohibits pharmacies from accepting returned medicines for resale or reissue

If our pharmacist refuses a sale during the review process (before dispatch), you will receive a full refund for the affected items.

For non-medicine products (such as health accessories, first aid items, or wellness products), you have the right to cancel your purchase within 14 days of receiving the goods, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To be eligible for a return, the item must be:

• Unused and in its original condition
• In its original packaging
• Accompanied by proof of purchase (order number or confirmation email)

Certain items are exempt from return under the Consumer Contracts Regulations, including:

• Sealed goods that are not suitable for return due to health protection or hygiene reasons, once unsealed after delivery
• Goods that have been mixed inseparably with other items after delivery

To request a return for an eligible non-medicine item:

1. Contact our customer service team at returns@nupharma.co.uk or call 01234 567 890 within 14 days of receiving your order.
2. Provide your order number and the reason for the return.
3. We will confirm whether the item is eligible for return and provide you with a return address and instructions.
4. Package the item securely and send it back to us. We recommend using a tracked delivery service.

Please note that you are responsible for the cost of returning the item, unless the item is faulty or incorrect.

Once we receive and inspect the returned item, we will notify you of the outcome by email.

If the return is approved:

• A refund will be processed to your original payment method within 5–10 working days.
• The refund will include the item price. Original delivery charges are non-refundable unless the entire order is returned or the item was faulty/incorrect.
• Depending on your bank or card provider, it may take an additional few days for the refund to appear in your account.

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery:

• Email: returns@nupharma.co.uk
• Phone: 01234 567 890

Please include your order number and, where possible, photographs of the damaged or incorrect item. We will arrange a replacement or full refund (including any return postage costs) as quickly as possible.

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. We will do our best to accommodate your request, but if the order has already been processed or dispatched, cancellation may not be possible.

For orders that have been successfully cancelled before dispatch, a full refund will be issued to your original payment method within 5–10 working days.

If you are not satisfied with the outcome of a return or refund request, please refer to our Complaints Procedure for further guidance on how to escalate your concern.

For any questions about returns or refunds:

nuPharma Ltd
Email: returns@nupharma.co.uk
Phone: 01234 567 890
Mon–Fri 9am–6pm, Sat 9am–1pm