Overview

1. Introduction

1.1.  We hope you will be satisfied with all items you order from us. This policy applies if you are not entirely satisfied.

1.2.  For safety reasons you are not entitled to return prescription medicines, or anything that has a hygiene seal that has been broken or tampered with. You may only return prescription medicines if we have made a mistake in fulfilling your medication order (medication order includes prescription and non-prescription medication provided by Pharmacierge Ltd) . (“Our Error“).

1.3.  You may not cancel your medication order once it has been paid for. Due to the special nature of medication orders (whether provided under prescriptions and otherwise), once your medication order has been paid for it may not be cancelled. This is because (i) it is (in most cases) automatically ordered from third parties and dispensed, and (ii) exceptional measures beyond our control may be placed on us by third parties from time to time as a result of which we are unable to refund medication orders ordered from third parties on your behalf.

2. Statutory rights

2.1.  Nothing in this policy derogates from your statutory rights.

2.2.  The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “2013 Regulations“) do not apply to the sale of medicinal products under a prescription.

2.3.  The 2013 Regulations may apply (i) to non-prescription medication orders, and (ii) where the medication is unsuitable because of Our Error (applicable to prescription and non-prescription medication orders) then:

2.3.1.  you have 14 calendar days from the date you receive or collect the relevant medication order to notify us that you are not completely happy with it or (where the medication order includes either prescription or non-prescription medication) of Our Error;

2.3.2.  within 14 calendar days of your notification to us of your intention to return all or any part of a medication order we must receive that medication order (or the relevant part) in its original packaging and unopened, so that it can be safely destroyed (this is necessary because regulations applicable to pharmacies prohibit resale of returned medication orders), however you do need to return the medication order to qualify for a refund;

2.3.3. if only part of the medication order is unsuitable only the part may be returned for refund. If the entire medication order is returned we will also refund any delivery costs we charged you. If you are entitled only to return a part of a medication order then you will not be entitled to be refunded responsible delivery costs.

Refunds

4.1.  We shall refund you an amount up to the amount you paid to us only (i) if we are unable to fulfil your order, or (ii) if the return is as a result of Our Error, or (iii) where we are required by law to issue you with a refund (but not otherwise).

4.2.  Refunds may be processed through the payment solution or processor you used when placing your medication order.

4.3.  Authorised refunds you may take up to 21 working days to be made (the “Refund Period”), please contact us within 30 days of the end of the Refund Period if the refund has not been received by you during the Refund Period.

4.4.  Except to the extent otherwise required by any applicable laws of England and Wales which may not be excluded by contract, your sole and exclusive remedy in respect of any medication order (whether resulting from failure by us or another person) shall be the right to a refund as provided in this policy (and, once we have made such refund, we shall have no further or other liability or obligation to you in respect of the relevant circumstances).

4.5.  Our maximum liability for our failure to fulfil a medication order that we are legally bound to fulfil will be limited to the amount we received by way of payment from the person who placed the medication order at the time that the medication order was placed.

Refunds

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected].

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need Help?

Contact us at [email protected] for questions related to refunds and returns.