Returns & refunds
Customer Care
Customer Care
At Pharma Valley Ltd, we are committed to providing high-quality medical products and a seamless shopping experience. This Returns and Refunds Policy outlines your rights as a customer and how to return items purchased through our website, in accordance with UK consumer law and specific regulations for medical products.
Your Right to Cancel
If you are a consumer, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for non-prescription items within 14 days of receiving them. To exercise this right, you must notify us within this period by email at [email protected] or by calling us at 01709 964700.
Prescriptions and other pharmacy-only medicines (POMs) are excluded from this right to cancel due to health and safety regulations.
Conditions for Returns
For a return to be accepted, the following conditions must be met:
- The item must be unused, in its original packaging, and in a re-saleable condition.
- Non-prescription medicines must be sealed and unopened.
- Returns must be initiated within 14 days of receiving the goods.
Unfortunately, we cannot accept returns for:
- Prescription medicines.
- Products with tampered or broken seals.
- Personal care items, such as skincare or hygiene products, if the packaging has been opened.
- Products requiring storage in temperature-controlled environments, such as refrigerated medicines.
How to Return Items
To return an item, please follow these steps:
- Contact us at [email protected] or call us at 01709 759728 to inform us of your return request.
- Provide your order number, the items you wish to return, and the reason for the return.
- Package the item securely in its original packaging to prevent damage during transit.
- Send the item to: 4B Fields End Business Park, Thurnscoe, United Kingdom
S63 0JF.
Please note that the cost of returning items is the responsibility of the customer unless the item is faulty or sent in error.
Refunds
Once we receive your returned item, it will be inspected. If the return meets our conditions, a refund will be issued to your original payment method within 14 days. We will notify you via email once your refund has been processed.
Refunds will cover the cost of the product only. Delivery charges are non-refundable unless the item was faulty or sent in error.
Faulty or Damaged Items
If you receive a faulty or damaged product, please contact us immediately at [email protected] or 01709 964700. Provide your order number and a description of the issue. Where applicable, we may request photos of the damage.
You can return faulty or damaged items within 30 days of receiving them. We will provide a full refund or replacement, including reimbursement for return postage costs.
Exceptions to Returns
We cannot accept returns for the following:
- Prescription-only medicines (POMs).
- Medicines with broken seals or damaged packaging.
- Perishable items or those requiring refrigeration.
- Products that have been personalized or customized to your specifications.
Exchanges
Exchanges are subject to product availability. If you wish to exchange an item, please contact us with the details of your request. If the item is not available, we will offer a refund instead.
Your Consumer Rights
Nothing in this policy affects your statutory rights under UK law. For further information, you can visit www.gov.uk/accepting-returns-and-giving-refunds.
Contact Us
If you have any questions about this policy or your return, please contact us:
- Phone: 01709 759728
- Email:[email protected]
- Address: 4B Fields End Business Park, Thurnscoe, United Kingdom
S63 0JF.
We are here to assist you with any concerns about returns or refunds.
