Returns Policy

Our returns policy

Please contact us if you are unhappy with any product we have supplied. Where you have changed your mind, or the item you have received is faulty or incorrect, the item can be changed within 28 days of purchase.

In order to ensure patient safety, prescription-related medicines cannot be returned for refund or returned once dispatched from the online pharmacy unless the item is faulty or incorrect. Products of a medicinal, cosmetic or personal nature cannot be returned for safety and hygiene reasons.

Your statutory rights are not affected.

How do I return an item?

Should you be unsatisfied with the goods you have received and wish to return or exchange them, you should call our Customer Care Team on 0844 262 9992.

Our Customer Care Team will take some details about the order and the item(s) you wish to return. If the item is eligible to be returned, you will receive an e-mail containing a returns note. Please print this and place it in the package you are sending back. This will speed up the returns process and enable your replacement/refund to be processed more efficiently.

Return method

There are three ways of returning items to us; a standard return, a freepost return and a courier collection (details below). The Customer Care Team will advise you of which return method is suitable for you and explain the next steps.

Standard Return

This process is used when you have changed your mind about an item(s) you have purchased, and wish to exchange it or organise a refund. You will be asked to take the package to your local post office and address it to:

www.co-operativepharmacy.co.uk
National Distribution Centre
Whittle Road,
Meir Park
Stoke-on-Trent
ST3 7UN

You will be required to pay the postage for the return.

Freepost Return

If you have been sent the incorrect item or the goods you have purchased are faulty, we will provide a freepost address for your return.  This address should only be used when stipulated by our Customer Care Team.

Courier collection

Should any prescription medication be dispensed to you in error, a courier will come to collect it and replace it with the correct one at the earliest mutually convenient time.

What if I want to return items that are over 28 days old?

We will only accept returns over 28 days old if the item becomes faulty within the guarantee period stated on your paperwork. This does not affect your statutory rights.

How long does it take to get a refund?

If you have made a refund request and we have accepted it, once the goods have been received back and accepted, we'll credit the payment card used at the time of purchase. Our Customer Care Team will contact you at the time of receipt and confirm the details of the card to which the refund will be made.  Please allow up to seven working days for this credit to appear on your account.

Our returns policy

If your photographic order arrives in a damaged or defective condition, or if it does not materially match the description of the pictures on our website, you must notify us within 73 days of receipt. In this situation, Your goods must be returned to the photo lab within 21 days of receipt. The process will be discussed with you when you contact and notify the Customer Care Team on 0844 262 9992. When calling, please select option 5 for Photo.

Your statutory rights are not affected.

How do I return an order?

Please call our Customer Care Team on 0844 262 9992 and select, option 5 for Photo, or e-mail us at Photolab@co-operativepharmacy.co.uk. If you wish to make a return, we will need to establish whether or not if you are eligible to do so in accordance with the terms and conditions that you accepted when making your purchase. Due to the personal nature of the service, there are some instances in which we cannot accept returns.

Please do not attempt to return your order before first speaking to the Customer Care Team, as we will not be able to accept it.

Returns method

You will be advised of the return method when you have completed the claim process with the Customer Care Team. Please ensure that you keep the original packaging in which your items were delivered as this will be the safest way to transport the goods back to us.

How long does it take to get a refund?

If your product is found to be damaged or defective then a refund will be issued to the payment card used when placing the order. Once the returned goods have been checked back in and the return claim has been processed, the refund will be made to your payment card. You will be informed by email once this refund has taken place. Please allow up to seven working days for payment to be credited back to your account.