Returns, Refunds and Damaged Items Policy
At Prime Response Pharmacy, we aim to ensure that all products and services meet the highest standards of quality. However, if you are not satisfied with an item you have purchased, you may be entitled to return it in accordance with the Consumer Contracts Regulations.
1. Returning Unwanted Items
If you wish to return an item, you must do so within 3 calendar days from the date you received your order. Returned items must be unused, in their original packaging, and in a fully resalable condition with proof of purchase included. You may cancel your order before it is dispatched for delivery. Once the order has been delivered, you will need to follow the returns procedure described below. Customers are responsible for the safe return of all items. Please ensure your parcel is securely packaged — we cannot accept liability for goods lost or damaged in transit. Return postage costs must be paid by the customer unless the item is faulty or damaged upon arrival. Please note that if you return part of a promotional or bundle offer, the remaining items will revert to their standard catalogue price, and your refund will be adjusted accordingly. Postage charges will not be refunded if only part of your order is returned.
2. Excluded Items
For safety and regulatory reasons, certain items cannot be returned or exchanged:
• Prescription-only medicines or pharmacy-only medicines
• Any product with a broken hygiene seal (unless faulty)
• Opened medical, cosmetic, or personal-care products
This policy complies with the Medicines Act 1968 and Consumer Contracts Regulations.
3. How to Return an Item
Please enclose a Return Covering Letter with the following details:
• Your full name and address
• Order number and date of receipt
• Items being returned
• Reason(s) for return
Also include the delivery note that came with your order. Pack your items securely and return them to:
Prime Response Pharmacy
70 Chapel Market
Islington, London N1 9ER
If your item weighs over 5 kg or you need assistance, please contact us at:
Email: customer.primeresponsepharmacy@gmail.com
Tel: 0333 772 4344
(Monday–Friday 09:00–19:00, Saturday 09:00–17:00)
Properly completed returns will be processed promptly to avoid delays in your refund.
4. Damaged or Faulty Items
If an item you receive is faulty or damaged, please contact us within 2 days of delivery. We will offer one of the following remedies, depending on the situation:
• Repair or replacement of the faulty item (free of charge)
• A full refund including any delivery costs originally paid
This policy does not cover faults arising from normal wear and tear or misuse. Some electrical items or medical devices may include a manufacturer’s warranty, which provides additional rights. If your parcel arrives damaged, please inform us immediately to allow prompt resolution. To report a faulty or damaged item, please contact us at:
Email: customer.primeresponsepharmacy@gmail.com
Tel: 0333 772 4344
Operating hours: Monday–Friday 09:00–19:00, Saturday 09:00–17:00.
5. Refunds
Once we receive your returned item(s), we will process your refund within 5–7 working days. Refunds are issued to the same payment method used for your original order. We will refund the standard delivery charge you paid for your original order if your entire order is returned. Postage charges for returning items will only be reimbursed if the goods are confirmed as faulty. Partial returns (only some items from an order) will not qualify for a delivery charge refund.
6. Refund Adjustments and Conditions
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we reserve the right to reduce your refund if the returned item has been used, damaged, or is not in resalable condition. If the item shows signs of use or wear, the reduction in refund will depend on the extent of the devaluation — in some cases, up to 100%. Please ensure returned items are carefully packaged to avoid damage during transit.
7. Limitation of Liability
Our maximum liability for any claim arising from a failure to fulfil an order will not exceed the total price paid for that order. Nothing in this policy affects your statutory consumer rights.