Refund policy

At Life Pharmacy, we are committed to providing high-quality healthcare products and excellent customer service. Due to the nature of pharmaceutical and healthcare goods, certain products are exempt from cancellation and return rights under UK law.

Please read this policy carefully before placing your order.

Quick Summary

  • You have a 14-day legal right to cancel most online orders under the Consumer Contracts Regulations 2013
  • You then have a further 14 days to return eligible goods
  • Items must be unused, unopened, and in original sealed packaging
  • Medicines, sealed health products, and hygiene items are exempt from cancellation once unsealed
  • Faulty or incorrect items must be reported within 48 hours of delivery
  • Refunds are processed within 14 days of receiving returned goods
  • Return postage costs are the customer’s responsibility unless the item is faulty or incorrect

Full details are provided below.

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods for most products purchased online.

You do not need to provide a reason for cancellation during this period.

To exercise your right to cancel, you must inform us by email at:

customercare@lifepharmacy.co.uk

Please include:

  • Your full name
  • Order number
  • Contact details
  • The item(s) you wish to cancel

Once you notify us of cancellation, you must return the goods within 14 days.

Important Exemptions (Healthcare & Pharmaceutical Products)

Due to health protection and hygiene regulations, the right to cancel does not apply to:

  • Prescription medicines
  • Over-the-counter medicines
  • Products supplied sealed for health protection or hygiene purposes once unsealed
  • Intimate or personal care products once opened
  • Food and nutritional supplements once opened

These items cannot be returned unless they are faulty or supplied incorrectly.

This is in accordance with Regulation 28 of the Consumer Contracts Regulations 2013.

2. Return Conditions

To qualify for a return:

  • Items must be unused and unopened
  • Products must be in their original, sealed packaging
  • Items must be returned in the same condition in which they were delivered
  • Proof of purchase must be provided

We reserve the right to make deductions from refunds for any loss in value resulting from unnecessary handling beyond what is required to establish the nature, characteristics, and functioning of the goods.

3. Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery and provide photographic evidence where possible.

Returned items will be inspected before a refund or replacement is issued.

In some cases (for example, electrical goods), items may need to be returned to the manufacturer for assessment. This process may take up to 30 days.

If the item is confirmed faulty, we will offer:

  • A replacement, or
  • A full refund (including standard delivery charges)

If the item is found not to be faulty, no refund will be issued and the item may be returned to you.

4. Order Cancellations Before Dispatch

Orders may be cancelled free of charge before dispatch.

If you wish to cancel your order, please contact us as soon as possible.

Once an order has been dispatched, it must follow the cancellation process outlined above.

5. Refunds

Once we receive your returned goods, we will process your refund within 14 days.

Refunds will be issued:

  • To your original payment method
  • Including standard delivery costs (if the full order is cancelled under your statutory rights)

Please note:

  • We are not required to refund any premium delivery charges
  • Return postage costs are the responsibility of the customer unless the goods are faulty or incorrect

We may withhold a refund until goods are received or until proof of return is provided.

6. Returning Your Item

Customers are responsible for arranging return shipping unless the item is faulty or incorrect.

We strongly recommend using a tracked or recorded delivery service, as we cannot accept responsibility for items lost or damaged in transit.

Please retain proof of postage until your return has been processed.

7. Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation.