Returns or exchanges

If you are not happy with an item received we will usually refund or exchange products if returned to us within 28 days. Some rules and exemptions apply as stated below:

  • Medicines cannot be returned or refunded once they have left the pharmacy. This is because the pharmacy can no longer use these items once they are returned and we are legally obliged to destroy any medication which has left the pharmacy if returned to us.
  • Medical appliances, devices and cosmetic items cannot be refunded or exchanged if opened for safety and hygiene reasons. You will lose your right to return any such items if any hygiene seals are broken.
  • Testing devices, third party blood tests, home test kits etc are non-refundable. Pharmassured is not responsible for results obtained or test failures as a result of using these devices/services. Any retest will require purchasing a new test and are not subject to refunds or exchange. 
  • All items must be returned unused, intact and in the condition you received them. If returned items are damaged on return to us we reserve the right to reduce the amount refunded to you under The Consumer Contract (Information, Cancellation and Additional Charges) regulations.
  • Unless the product is defective, you are responsible for any cost of returning the product to us.

Order Cancellation

  • If you change your mind and would like to cancel your order, you must notify us immediately prior to the dispatch of your product. We will endeavour to cancel your order and refund any payments made for products or services which have not yet been delivered.
  • We cannot cancel or amend any orders once they have been dispatched.
  • Orders of any medicines cannot be cancelled or refunded once they have left the pharmacy.
  • If any items you which to cancel requires clinical assessment, such as prescription only medicines, you may be liable for fees of any clinical assessments carried out prior to dispatching your product. We would deduct the cost of such fees from any amount to be refunded. Please note for certain services, this could be 100% of the initial fee charged when placing your order.

Damaged or faulty goods
  • We will offer a refund of exchange for goods which are faulty within 28 days of receipt.
  • Any goods received damaged need to be notified to us within 2 working days of receipt. Goods which are received intact but are faulty can be refunded or exchanged if notified to us within 28 working days.
  • This does not apply to products damaged through wear and tear. Some products may carry additional manufacturers warranties for which you may need to contact the manufacturer directly.

Please contact us if you receive a damaged or faulty product for further information and to arrange a refund or exchange. 

Please refer to our full Terms and Conditions for further information on our returns policy

How to return or cancel an order

Please contact us with details of your order to arrange a refund, exchange or to cancel your order.

Depending on the product type and reason for return, one of our pharmacy assistants will provide you with instructions on how to arrange a return.

Providing NHS Services RGB BLUE
0121 522 4057
Unit 2 Great Bridge Centre, Charles Street,
West Bromwich, West Midlands. B70 0BF
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Superintendent Pharmacist: Suraj Khokhari
Pharmacist GPhC Reg: 2068345
Premises GPhC Reg: 1095103