Refund policy

At 121Pharmacy, we aim to ensure that every order meets your expectations. However, we recognise that occasionally you may need to return an item. Please review the guidelines below to understand our return and refund procedures.

1. Non-Returnable Items

  • Prescription Medications: Due to regulatory and safety reasons, we cannot accept returns of prescription items unless there is a verifiable error on our part (e.g., wrong medication supplied, damaged/defective product).
  • Opened or Used Products: Any item (including over-the-counter medicines) that has been opened, used, or tampered with cannot be returned for a refund, unless it is faulty or incorrect.

2. Return Window & Notification

  • Notification Period: If you wish to return an eligible item, you must notify us within 14 days of receiving your order.
  • Return Period: After contacting us, you have 30 days to send the item(s) back.

3. Condition Requirements

  • Unopened & Unused: Unless the product was faulty or incorrect, all returns must be in their original, sealed packaging and remain unused.

4. Faulty or Incorrect Items

  • Errors on Our Part: If we send the wrong item or your product is faulty upon arrival, we will provide a replacement or a full refund, based on your preference (subject to stock availability).
  • Proof: Please email us at hello@121pharmacy.co.uk with photos of the faulty/incorrect product, including the packaging, so we can process your request efficiently.

5. Return Shipping Costs

  • Our Responsibility: If the return is due to our error or a product fault, we will cover the return shipping costs or provide a prepaid return label.
  • Customer Responsibility: If you are returning an item for any other reason (e.g., you changed your mind on an over-the-counter purchase), you are responsible for the return postage.

6. Refund Processing

  • Inspection: Once we receive your returned product, we will inspect it to ensure it meets our policy requirements.
  • Refund Method: Approved refunds are issued via the original payment method. Depending on your card issuer or bank, refunds can take 5–10 business days to appear in your account.

7. Contact & Assistance

  • Email: hello@121pharmacy.co.uk
  • Customer Support Hours:  Monday – Friday, 9 am–5 pm]
  • Online-Only Service: As an online pharmacy, we do not sell or deal with customers face-to-face. All returns must be completed by mail.

8. Policy Updates

We reserve the right to modify or update this policy at any time in order to comply with changes in legislation or our business processes. The most current version of our Return & Refund Policy is always available on our website.

If you have questions about whether your purchase is eligible for a return or refund, please reach out to hello@121pharmacy.co.uk before sending anything back. We appreciate your cooperation and thank you for choosing 121Pharmacy!