Refund policy

REFUNDS & RETURNS

 

Returns Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, in accordance with UK consumer law.

To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it, with all original packaging intact. Proof of purchase is required.

To start a return, please contact us at help@thefrenchpharmacy.co.

Returns must be authorised before being sent back. Items returned without prior authorisation will not be accepted.

Returns should be sent to:

The French Pharmacy
10 New Cavendish street

W1G 8UL London
United Kingdom

Once your return is approved, we will provide instructions on how to proceed.

 

Non-returnable items

Due to hygiene, safety, and regulatory reasons, certain items cannot be returned, including:

  • Opened or used skincare, beauty, or personal care products
  • Medicines (including GSL, P, and POM products)
  • Baby formula milk
  • Perishable goods
  • Hazardous materials, flammable liquids or gases
  • Gift cards
  • Sale items

If you are unsure whether your item is eligible for return, please contact us before placing your order.

 

Damages, faults, or incorrect items

Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect.

To allow us to investigate your claim, we require photographic evidence, including:

  • Outer packaging
  • Inner packaging
  • Delivery note
  • Products received
  • Any visible damage

We may not be able to process your claim without this information.

 

Missing items

If you believe an item is missing from your order, please contact us with:

  • A photo of the delivery note
  • A photo of all items received
  • Photos of the parcel (internal and external packaging)

All claims must be made promptly after delivery.

 

Returns shipping

Customers are responsible for the cost of returning unwanted items.

We recommend using a tracked and insured delivery service, as items remain your responsibility until received by our warehouse.

Return shipping costs will only be reimbursed where:

  • The item is faulty
  • The item is damaged
  • An incorrect item was sent

Shipping costs are non-refundable in cases where:

  • Incorrect or incomplete address details were provided
  • The parcel was not collected
  • Customs duties or taxes were not paid

 

Right to cancel 

You have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, you must inform us by email at help@thefrenchpharmacy.co

Returned items must be unopened, unused, and in their original condition. We may make a deduction from your refund if the item shows signs of handling beyond what is necessary.

 

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or payment provider.

 

Failed delivery / returns to sender

If a parcel is returned to us due to:

  • Failure to collect
  • Incorrect address details
  • Unpaid customs duties

We will refund the value of the products only. Shipping costs will not be refunded.

 

Complaints

If you are not satisfied with how we have handled your return or enquiry, please contact us at:

help@thefrenchpharmacy.co

or by post:

The French Pharmacy
10 New Cavendish Street
London
W1G 8UL
United Kingdom

 

Your statutory rights

This policy does not affect your statutory rights under UK consumer law.