Refund and Returns Policy

How to Initiate a Return:


If you wish to return an item, please follow these straightforward steps:


28-Day Cooling Off Period:


To initiate a return, kindly inform us within 14 days of receiving your order. Subsequently, you have an additional 14 days to send the item back to us. This grants you a total of 28 days to complete the return process.


You can reach out to us via our contact page, or alternatively, you can notify a member of our Pharmacy team by calling +44 (0)208 427 2110.


Please be aware that we are unable to accept returns for the following items unless they are damaged or faulty:


• Perishable items.

• Baby Milks.

• Unsealed items with a protective seal, due to health protection or hygiene reasons.

• Medicinal products or services dispensed on prescription or provided free under an NHS arrangement.

• Medicinal products approved by the Pharmacy team.


Please note that packaging on products are constantly changing and although we strive to update our images, some may vary to what is displayed on our website, and we can not process a refund based on varying packaging. Active ingredients, strength & quantity will remain the same, unless specified.


Note that this policy does not affect your statutory rights


Where to Send Returns:


Once our Pharmacy team has been notified, please arrange postage to the following address:


Health Pharmacy

392-394 Rayners Lane

Pinner Middlesex



Unfortunately, we are unable to cover the costs of returning your items and cannot be held liable for any damages incurred during transit. Please ensure they are securely packaged, and we recommend using a recorded delivery service for all returns.


Refund Processing Time:

We endeavour to process your refund within 3-5 working days upon receiving your item. However, please be advised that it may take up to 30 days to receive the refund via the original payment method.


Upon cancelling the contract, you are legally obligated to maintain the items in good condition and return them at your expense. We reserve the right to deduct an amount from the refund to reflect any loss of revenue in the value of goods supplied, which may be up to 100% if the loss results from unnecessary handling by you.


In accordance with the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2014, we commit to refunding the full amount paid for the returned items within 14 days of receiving the notice of cancellation.


For a comprehensive understanding of our terms and conditions, please refer to our full terms and conditions document here.


We strive to provide excellent service and ensure that your orders reach you in a timely manner. However, in the event of a discrepancy between the delivery status and your receipt of the package, we want to clarify our policy:


If there is proof of delivery provided by the carrier, indicating that your package has been successfully delivered to the address provided at checkout, Health Pharmacy will not be liable for providing a refund or replacement for the order under any circumstances.

Proof of delivery may include, but is not limited to, tracking information, delivery confirmation, a signature upon delivery or photographic evidence of delivery.


Please note the following:


  • It is the customer’s responsibility to ensure that the shipping address provided at checkout is accurate and up-to-date.
  • Customers are encouraged to track their orders and promptly notify us if there are any discrepancies or concerns with the delivery.
  • If you believe your package has been misdelivered, lost, or stolen, please contact the carrier directly to inquire about the status of your delivery and file a claim if necessary.


By placing an order with Health Pharmacy, you acknowledge and agree to this delivery disclaimer.

For any questions or assistance regarding your order, please contact our customer service team at or 0208 427 2110.


Thank you for choosing Health Pharmacy for your shopping needs.