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Returns & refunds

Understand how returns and exchanges work at pillpharm — what qualifies, what doesn't, and how to get one started.

Last updated 24 April 2025
30 days
To start a return from the date of delivery
5–7 days
For an approved refund to be processed
We pay
Return postage, when the mistake is ours
At pillpharm, we are committed to delivering safe, high-quality healthcare products. While we do our best to ensure accuracy and satisfaction with every order, we understand that returns may occasionally be necessary. Please review our policy below to understand your options and responsibilities.
1

Return window

Returns can be initiated within 30 days from the date of delivery for either an exchange or a full refund. Unfortunately, we are unable to accept return requests submitted after this period.

2

Return eligibility

To qualify for a return, items must:

  • Be in unused, original condition
  • Be returned in their original packaging
  • Be reported as damaged, defective, expired, or incorrect upon delivery
  • Be unopened and untampered (in the case of sealed goods)
3

Non-returnable items

For health and safety reasons, the following items cannot be returned:

  • Opened or used products
  • Medicines
  • Perishable goods such as food and baby milk
  • Cold chain products (e.g., insulin, vaccines)
  • Intimate or personal care items
  • Personalised or customised items
  • Sealed products that have been unsealed after delivery, unless faulty or incorrectly delivered
4

Return shipping costs

Return shipping is typically the responsibility of the customer. However, if the return is a result of our error (e.g., wrong or damaged item), we will cover the shipping costs and send a replacement free of charge if requested.

5

How to initiate a return

  1. Email us at info@pillpharm.co.uk within the 30-day window.
  2. Include your order number and a description of the issue.
  3. Tell us whether you are requesting a refund or an exchange.
6

Return process details

Once your return request is approved, you will receive further instructions via email, including the return address and, if applicable, a prepaid shipping label. We recommend using a tracked shipping method to ensure safe delivery.

7

Refund & replacement

Once your return is verified and approved, we will offer:

A full refund
Processed within 5–7 business days.
A replacement product
Where applicable.

For more information, please visit our FAQs or contact our Customer Support team.

Disclaimer: pillpharm reserves the right to refuse a return if the item does not meet our return criteria. This policy is subject to change in accordance with UK consumer protection laws and healthcare regulations.

Still not sure?

Check the FAQs, or send us the order number and we'll take a look.

Contact supportRead the FAQs