We understand that there may, on occasion, be times where you wish to return products that you have received from us. We aim to make this process as easy as possible for our customers as set out by this Policy.

Non-Medicinal Products

Any non-medicinal products that you wish to return must be in the original packaging and unopened, in a condition fit for resale. If the product to be returned does not meet these conditions, we will be unable to offer a refund. If these criteria are met, you must inform us of your intended return within 14 days of receiving the order, before you return it to us.

Once the return has been authorised you may send the product back to us within 21 days. Once the product has been received and checked by one of our staff, a refund will be authorised by the same method that the payment was made. This may take up to 7 working days to reach your bank account, please contact us if it has not been received after this deadline.

If the return is your decision (i.e. not due to faulty, damaged or incorrect goods) you must pay the return postage on the item. However, we will not charge a restocking fee for any items returned.

The right of cancellation and return of non-medicinal products in this clause do not affect the statutory rights of a consumer in relation to items that are faulty, damaged, incorrect or not as described.

Medicines

You have the right to cancel your order for medication up to the point when your medication is dispatched – this is defined as when you receive an email confirming that your order has been dispatched.

Should you be unable to collect your missed delivery or arrange for your medication to be redelivered by Royal Mail, we can resend your medication to the same, or a different address provided it has been returned to us within 30 days of the attempted delivery.

Problems with your order

In the unlikely event that any products are faulty, defective, wrongly delivered or mis-described please notify us soon as possible and:

• We will refund to you the reasonable costs of returning the items to us if we ask you to do arrange to do so outside of our usual pre-paid methods;
• Products need not be returned in the same condition as sold but you must return the items in the best possible condition; and
• Products should be returned as soon as possible with the original packaging, if available, but will be accepted without the original packaging provided that you have taken all reasonable steps to ensure that the products reach us without being further damaged or lost.

You must notify us promptly of any product issues so that we and our third-party delivery companies are able to investigate the matter.

Once you notify us we will either replace the products or refund the price and any delivery charges paid.

If you notify us 6 months or more after receipt of the products, you have to provide documentary evidence that the product was faulty, defective or wrongly delivered at the time of delivery in order for us to consider whether or not to replace or refund the product.

Exceptions to Refund Policy

There are exceptions to our Refunds policy for certain items. Please note this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights.  For reasons of health, hygiene safety and copyright, we are unable to exchange or refund the following products:

• Perishable items (food, confectionery, baby milk);
• Medicinal products or services that are dispensed or purchased;
• Items personalised or cosmetics;
• Unsealed products or items are worn next to the skin or hair

Please also note any medicinal products or services that are either dispensed on prescription or are available free under an NHS arrangement.

Delivery & Shipping Information

Please note that due to the current situation with COVID-19, Courier companies are experiencing some delays. This may mean that your order takes longer to arrive than you would normally expect. We are working hard to ensure that, where possible, all orders placed before 15:00 are still dispatched the same working day.

 

European Delivery & USA Delivery

Unfortunately, we cannot ship medical products outside the UK due to legal restrictions and good practice. This restriction applies across the site currently as we take advice from our regulators regarding the license in the destination country.

How can I track my order?

You can check the status of your order by logging in to your account, which you’ll set up before you make your purchase.

Once logged in to your account, you can click ‘View my Orders’ where your order will be given one of the following notes:

Order received: This means your order has been successfully received by our team and will shortly be ready for processing.

Order being processed: This means your order is with our warehouse for processing and will soon be dispatched.

Order cancelled: Unfortunately, this means we cannot progress your order due to an outstanding issue. You will be sent an email notification regarding the cancellation, letting you know what to do next. You can speak to our Customer Services Team on 0207 222 5793, email us at customerservice@thevictoriapharmacy.com or use our contact page.

Delivery Terms & Conditions

All deliveries are subject to Victoria Pharmacy successfully receiving payment.

Delivery options exclude Bank Holidays, public holidays and weekends. We will deliver the goods in accordance with the delivery option selected by you during the order process. Any delivery timescales quoted to you are indicative only. Orders may be delivered in one or more packages. All packages sent may require a signature at the point of delivery. Voucher promotions are subject to individual delivery charges.

We strive to ensure our delivery targets are met but sadly when they’re not we’re unable to accept liability for any out of pocket expenses incurred for failed or delayed orders. You’re still entitled to your full statutory rights.

Sadly, our Next Day delivery services are only available in the UK and exclude the following postcodes: AB, DD, DG, FK18+, HS, IV, KA27, KA28, KW, PA20+, PH, ZE, BT68+, IM, GY, JE and TR21-25.

Depending on the location, contents and weight of your order, we may use a combination of couriers to deliver your order safely, e.g. it’s required that aerosols are delivered via a road-based courier. This is a requirement of the January 2013 Dangerous Goods act, introduced by the Civil Aviation Authority. You will not be charged additional delivery fees if this occurs.

We will deliver the goods in accordance with the delivery option selected by you during the order process. Any delivery timescales quoted to you are indicative only. Orders may be delivered in one or more packages. We make every effort to deliver goods within the estimated dispatch timescales; however, delays are occasionally inevitable due to unforeseen factors. We are under no liability for any delay or failure to deliver products within estimated timescales caused by circumstances beyond our reasonable control. However, in accordance with the Consumer Contracts Regulations, all orders will be fulfilled within a maximum of 30 days or a full refund will be issued.

Some items are ordered in and delivered to us via our suppliers usually within 24 hours, so please note next day delivery will be from the point the stock is received into our warehouse. Please note if you choose 24 hour delivery, this will be from the point the item is approved. This is usually within 24 hours of placing your order.

Contact details

If you have any questions about this Policy or to contact us about a return you wish to make, please use our contact form or alternatively contact us on the below details:

Returns

Victoria Pharmacy
22 Page Street,
London, Westminster,
SW1P 4EN
0207 222 5793