Chemist Pharmacy – Order Cancellation, Refunds, and Returns Policy

At Chemist Pharmacy, we aim to provide safe, reliable, and transparent services for all our patients. Below you will find important information about our cancellation, refund, and returns policy.

Cancelling Your Order

Under the Consumer Protection (Distance Selling) Regulations 2000, prescription medicines are excluded from cancellation rights once dispensed. This is because they fall under regulation 13 (c):

Goods that are personalised, cannot be returned due to their nature, or may deteriorate or expire rapidly.

For this reason, once a prescription has been dispensed, you cannot cancel or return it.

However, you may cancel your order before it is dispensed. To request cancellation, please contact our customer service team immediately. If payment has already been made and your order is cancelled at this stage, we will issue a full refund.

Declined Orders

Our doctor or pharmacy team may decline your order if:

  • The medication is deemed unsafe or unsuitable for you.

  • A face-to-face GP consultation is more appropriate.

  • The medication is out of stock.

  • A duplicate order has already been placed.

  • The manufacturer has recalled the product.

If your order is declined, you will receive an email notification and a full refund for any payment made.

Damaged, Faulty, or Incorrect Items

At Chemist Pharmacy, we only work with trusted UK suppliers and maintain strict quality checks. Despite this, if you receive a product that is damaged, faulty, or incorrect, please notify us as soon as possible.

We may request further details or photographic evidence to investigate the issue. Depending on the situation, we may:

  • Offer a replacement, or

  • Provide a refund once the returned item has been received.

If you receive the wrong item, please return it unopened. Once received, we will send the correct medication or issue a refund, depending on your preference.

In line with the Consumer Rights Act 2015, you may claim a refund for damaged or faulty goods within 30 days of receipt.

Returns by Post

For damaged, faulty, or incorrect goods, please return items to our pharmacy at the following address:

Halliwell Late Night Pharmacy
34a Halliwell Road
Bolton
BL1 3QS

If our investigation confirms the issue, we will cover the postage costs for your return.

Refunds

Refunds apply in the following situations:

  • Orders cancelled before dispensing.

  • Orders declined by our doctor or pharmacy team.

  • Damaged, faulty, or incorrect goods returned in line with our policy.

Refunds will be processed as quickly as possible:

  • 2–3 working days for direct cancellations.

  • Within 14 days for returns, starting from the date we receive the item.

You will be notified by email once your refund has been issued.

Important Note on Returns

UK law prohibits the return of dispensed medicines once they have been labelled and signed by a pharmacist. For safety reasons, we cannot resell or reuse these items. Therefore, we cannot offer refunds for medicines that have already been dispensed.

Our Commitment to You

At Chemist Pharmacy, your health and satisfaction are our top priorities. Our customer service team is committed to helping you with any queries about your order. While UK law limits returns of prescription medicines, we promise to investigate every case fairly and provide solutions wherever possible.