Your rights when you order from our online shop, including the 14-day cooling-off period and the medicines we can’t take back.
Under the Consumer Contracts Regulations 2013 you have the right to cancel most online orders within 14 days of receiving them, without giving a reason. You then have a further 14 days to return the goods to us.
If your order hasn’t been dispatched yet, the quickest thing is to call us on 0121 500 5756 quoting your order reference — we’ll usually be able to stop it and refund you in full straight away.
Before dispatch: full refund including any delivery charge.
After delivery: full refund of the item price and our standard delivery charge, provided the goods come back to us unused and sealed. You pay the cost of returning them.
We accept returns of unopened, unused items in their original sealed packaging within 14 days of delivery. Please don’t write on or tape up the product packaging itself.
You can either bring the items into the pharmacy, which is free and fastest, or post them to us at your own cost. We recommend a tracked service, because until they reach us the items are your responsibility.
For everyone’s safety, and as required by law and by our regulator, we cannot resell or accept the return of any medicine once it has left the pharmacy — even if it’s unopened. Once a medicine is out of our control we can no longer guarantee how it’s been stored, so it can never go back on the shelf.
This means medicines are exempt from the general right to cancel once delivered, under Regulation 28(3)(b) of the Consumer Contracts Regulations, which excludes goods that are liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
The same applies to other hygiene-sensitive products such as thermometers used in the ear or mouth, breast pumps, incontinence products and any item where the hygiene seal has been broken.
This does not affect your legal rights if an item is faulty, damaged, out of date or not what you ordered — see below. If you’re unsure whether something is suitable before you buy it, please call and speak to our pharmacist first. We would much rather advise you beforehand than have you left with something you can’t use.
Medicines you no longer need can always be brought back to the pharmacy for safe disposal, free of charge. We can’t refund them, but we’ll make sure they’re destroyed properly rather than ending up in a bin or a water course.
If something arrives damaged, out of date, or simply isn’t what you ordered, tell us within 30 days and we’ll put it right with a replacement or a full refund including delivery. You won’t pay return postage. Photographs sent to lyngpharmacy@gmail.com usually save you a trip.
Your rights under the Consumer Rights Act 2015 apply in full and are not limited by anything on this page.
Refunds go back to the card used for the original payment, normally within 3 to 5 working days of us receiving the returned items or agreeing the refund. Your bank may take a little longer to show it.
Where only part of an order is returned, we refund the item price. The delivery charge is refunded only where the whole order is cancelled or where the fault was ours.
If we can’t supply something you’ve paid for — because it’s out of stock, or our pharmacist judges it unsuitable for you — we refund that item in full without you having to ask.
You can also track any order at any time on our order tracking page.