Refund policy

1. Our Commitment

At Instant Pharmacy UK, we take pride in the quality of our products and service. If you experience any issue with your order, we are here to help. This policy sets out clearly what we can and cannot accept as returns, and how we handle refunds and replacements.

2. Non-Returnable Items

The following items cannot be returned under any circumstances:

•        Any medicine, Pharmacy (P) medicine, or Prescription Only Medicine (POM), whether opened or unopened, once dispatched

•        Medical devices, hygiene products, or cold-chain (temperature-controlled) products once dispatched

•        Any item that has been opened, used, or whose seals have been broken after delivery

•        Items damaged due to improper storage or handling after receipt

3. Returnable Items (Non-Medicine Products Only)

We accept returns on non-medicine, non-medical items only, subject to the following conditions:

•        The item must be unopened and in its original, resaleable packaging with all labels intact

•        You must contact us within 14 days of receiving the item to request a return authorisation (RMA)

•        The item must be returned to us within a further 14 days (28 days total from delivery)

•        Return shipping costs are the customer's responsibility — we recommend using a tracked service

•        We reserve the right to refuse a return if the item is received in an unsatisfactory condition

4. Damaged, Faulty, or Incorrect Items

4a. Damaged Outer Packaging Only (Product Seal Intact)

Minor cosmetic damage to outer mailing bags or retail cartons during transit does not constitute a fault with the product. If the product seal is intact and the item is fit for use, no refund or replacement is due. We will raise a handling complaint with Royal Mail on your behalf where appropriate.

 

4b. Tamper Seal Broken or Product Compromised

Do not use the item. Contact us within 7 days of delivery and we will arrange a pre-paid return label and a refund or replacement once the item has been verified.

 

4c. Wrong Item Received

If we have sent you an incorrect item, please contact us within 7 days of delivery. We will arrange a pre-paid return label and dispatch the correct item or issue a full refund at no cost to you.

 

4d. Evidence Required

To process any damaged, missing, or incorrect item claim, the following photographic evidence is required before any refund or replacement can be authorised. Claims submitted without evidence cannot be processed:

1. The outer parcel showing the shipping label

2. The retail box (front, back, and top)

3. Close-up photos of tamper seals and/or flaps

4. Barcode showing batch number and expiry date

4e. Discretionary Returns for Minor Packaging Discomfort

Where the outer transit packaging or retail box is damaged during delivery but the internal product seals and primary container remain completely intact, the item is safe and fit for use. In these instances, a free return or standard refund will not be issued. However, if you are uncomfortable keeping an item due to cosmetic packaging damage:

• You may request to return the item at your own expense via a tracked delivery service.
• Upon receipt and verification by our quality team that all internal safety seals remain untampered with and the item is in resaleable condition, a refund will be issued for the product purchase price only.
• Original delivery charges and return shipping costs are strictly non-refundable.

5. Missing Items

If an item is missing from your order, please report this to us within 7 days of the Royal Mail tracked delivery scan. Claims raised after this period cannot be investigated with Royal Mail and may not be eligible for a refund or replacement.

 

6. Parcel Showing as Delivered but Not Received

If your tracking shows as delivered but you have not received your parcel, please first:

•        Check with neighbours and anyone else in your household

•        Check any safe place (porch, behind bins, shed, gate)

•        Contact your local Royal Mail delivery office with the tracking number

Royal Mail requires a minimum of 10 working days from the delivery scan before a formal claim can be submitted. We will raise an investigation on your behalf once these steps have been completed.

 

7. Refund Processing

Approved refunds are processed within 1–3 working days of authorisation. Depending on your bank or payment provider, it may take a further 3–5 working days to appear in your account. Refunds are always issued to the original payment method. Return shipping costs are non-refundable unless the return is due to our error.

 

8. Exchange Policy

We do not offer direct exchanges. If you wish to receive a different item, please return the original (where eligible) and place a new order.

 

9. Goodwill Gestures

At our discretion, we may offer a goodwill gesture such as a discount code where inconvenience has been caused, for example by courier handling where the product remains sealed and usable. Any such gesture is offered on a one-time basis, does not constitute an admission of liability, and does not set a precedent for future claims.

 

10. How to Request a Return or Report an Issue

All return and refund requests must be authorised by us before any item is sent back. To begin a claim, please email us at info@instantpharmacy.uk with:

•        Your order number

•        A description of the issue

•        Photographic evidence as listed in Section 4d above

Do not send any items back without first receiving a Return Merchandise Authorisation (RMA) from us. Items returned without authorisation may be refused.

 

11. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation.