Returns

At PharmNexa, we don't simply want each of our customers to feel completely supported after their order has been dispatched. We want that to happen even if things go wrong. While sending your medicines to you safely is the absolute priority, we also understand that, occasionally, things don't quite work out. That is why we have a transparent, equitable returns policy.

Why Returns Are Different for Medicines

Since we work with drugs, returns are slightly different from other online shopping. After a product has left our warehouse, it cannot legally be resold or redistributed if it is opened. This is for patient safety and the keeping of tight UK pharmaceutical standards. Thus, we are only able to accept back items that are unopened. Unused and sealed in original packaging.

When You're Allowed to Return an Order

If you decide you no longer want a purchase, you might be able to return it, as long as the product is still unopened and you get in touch with us within the time period that is shown on your order confirmation. For most medicines, this is 7 days from the date of delivery. After that, the item cannot be taken back due to safety laws.

Faulty or Incorrect Items

In the unlikely circumstance that you find you have been sent an incorrect product or your package was damaged during shipping, please contact us immediately. We'll get the right treatment sent over to you or offer a refund if that's what's needed. Our staff can request photos of the item or the packaging in order to expedite the process. It simply helps us identify where the issue happened and prevent it from happening again.

How to Start a Return

If you want to make a return, it's easy. First, contact our customer service so we can walk you through the process. We will check if your order qualifies for a return. Then, we'll give you the right return address and any other information you'll require. Do not send things back without calling us first, as this will likely cause a delay in handling your request.

When returning, it is best to use a tracked postal method. This provides evidence of posting and lets you track the parcel on its journey back to us. Until it arrives, responsibility for the parcel is still with you, so tracked delivery is reassuring.

Refunds

As soon as we get your returned parcel back, we'll check it to make sure it's not opened and in its original condition. Refunds are made by the same payment method you used when checking out. According to your bank, refunds can take three to five working days to be credited to your account. If we made a mistake like dispatching an incorrect item, we'll also refund any postage fees you've paid.

When Returns Aren't Possible

For your safety, there are circumstances where we can't accept returns. These include any opened parcel, any treatment where the seal on the packaging is broken, or any returned product outside of our return window. These conditions are put in place to safeguard the integrity of the medicines we deal with and to be in line with UK legislation.

Putting Customers First

Our objective is not simply to send medicines. It is to ensure you trust us to use our service repeatedly. That includes being open about when returns can be done, honouring our obligation when things go wrong, and looking after your consumer rights. With PharmNexa, you can shop with the knowledge that if something ever goes wrong. We will do all we can to make it right.