Refund Policy

Initiating a Return

Before returning any item, please contact our Customer Care team to confirm that the item is eligible for return.

Consumer Contracts Regulations

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, you have 14 calendar days from receiving your complete order to notify us if you are dissatisfied with any items.

To process your refund, we must receive the returned items within 7 calendar days of your notification email. You are responsible for the postage costs of returning items, and we cannot refund these costs. Items must be returned in their original condition with any hygiene seals intact. Once a hygiene seal is broken, the item cannot be returned for health and safety reasons.

As a registered pharmacy, we are required to destroy any medications returned to us. Please consider this policy when placing and returning orders.

If non-faulty items are returned damaged or used, we may reduce your refund based on the decrease in the item's value. This reduction could be up to 100% if the item cannot be resold.

How to Return Items

To start the return process, email us at info@thechemist2u.com. If your return is approved, we will provide instructions on how to return your order. Return the items by post within 7 days of receiving your returns form.

Carefully repackage the items and send them to:

The Chemist 2U

Equitable House, 10 Woolwich New Road, Woolwich, London, SE18 6AB, United Kingdom

Include your order information in the package and obtain a "Proof of Postage" from the Post Office to resolve any issues if your order is lost in transit.

ProtectMyOrder

For an additional fee at checkout, ProtectMyOrder offers protection in the following cases:

• Theft/Mis-delivered: If tracking shows delivery but you haven't received it, we will resend or refund within 2-3 working days.
• Damage During Transit: If the item arrives damaged, we will offer a prompt solution.
• Loss During Delivery: If your parcel is stuck in tracking for over 5 days, we will resend or refund.

For any delivery issues, contact our customer service team at info@thechemist2u.com or call (+44) 020 8316 7977. We will prioritize resolving your query. This service is in addition to our standard services and becomes part of our contract upon payment of the additional fee.

Damaged and Faulty Items

Under the Consumer Rights Act 2015, you can claim a refund for faulty goods within 30 days of receipt. We may offer to replace or repair the item at no charge. If the replacement or repaired item is also faulty, you can claim a refund, including postal charges.

This does not cover items failing due to wear and tear. Check any additional manufacturer's warranties for extra rights on electrical items.

If you believe any items you have ordered are damaged or faulty, email us at info@thechemist2u.com.

Processing Refunds

Refunds are processed once we receive your returned items. They are credited to the original payment method and may take 5-7 working days to appear in your account, depending on your card provider.

Refund Exclusions

Pharmacy-Only medicines or items with broken hygiene seals cannot be returned. You may inspect items as you would in a store, but used items cannot be returned unless damaged or faulty.

We are not responsible for items lost or damaged in the post. Ensure items are securely packaged and obtain proof of posting. Allow 3-5 working days for your goods to reach us. We do not offer exchanges for goods returned by post. Allow 14 days to receive your refund. Safely dispose of broken glass before returning an item to us.

Incorrect details provided when placing an order cannot be adjusted once processed. Ensure all details are correct when placing an order.

Cancellation Policy

At The Chemist 2U, we aim to process and dispatch orders quickly. Note the following cancellation policy:

• Order Approval: Once approved by our pharmacy team, an order cannot be canceled due to our fast dispatch commitment.
• Unapproved Orders: If your order has not been approved, you may request cancellation by contacting our customer service team. We will try to accommodate your request but cannot guarantee cancellation if the order is already in the approval process.

Liability

Our maximum liability for failing to fulfill an order is limited to the price paid for that order.

These terms are in addition to our standard Terms & Conditions of sale.