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Policies · Support
Support & returns
We're here to help. Learn more about our support services and how we handle returns and refunds.
Customer support
At pillpharm, we are committed to providing a smooth and reassuring experience for all our customers. If you have any questions about your order, product availability, delivery timelines, or need assistance with returns, our support team is here to help.
- Email: info@pillpharm.co.uk
- Support hours: Monday – Friday, 9:00 AM – 5:00 PM (UK time)
- Response time: We aim to respond to all queries within 24 hours
Return window
We understand that returns may occasionally be necessary. Please read the following policy carefully to ensure a smooth return or exchange process.
Returns can be initiated within 30 days from the date of delivery. After this period, we are unable to accept return requests.
Eligibility criteria
Items eligible for return must:
- Be in unused, original condition
- Be returned in their original packaging
- Be reported as damaged, defective, or incorrectly delivered
- Not fall under our list of non-returnable items (see below)
Non-returnable items
For health, safety, and regulatory reasons, we cannot accept returns for:
- Used or opened products
- Prescription medications (unless incorrectly delivered)
- Perishable goods (e.g., baby milk, nutritional food)
- Cold chain products (e.g., insulin, vaccines)
- Personalised or customised items
- Intimate or personal care products
- Sealed items that have been unsealed post-delivery, unless faulty
Return shipping
Customers are responsible for return shipping costs, unless the return is due to an error on our part (e.g., incorrect or damaged item). In such cases, we will provide a prepaid shipping label and send a replacement at no additional cost, if requested.
Return instructions
To initiate a return, please contact us at info@pillpharm.co.uk with the following information:
- Your order number
- Reason for return
- Photos (if the product is damaged or incorrect)
Once your return request is approved, you will receive step-by-step instructions, including the return address and packaging guidelines.
Refund & replacement
After your returned item is received and inspected, we will issue:
Quick summary
- 30-day return window from date of delivery
- Item must be unused and in original packaging
- Return shipping is customer’s responsibility (unless our fault)
- Non-returnable: medicines, perishable items, opened sealed goods, and personal care items
- Contact: info@pillpharm.co.uk
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.
Need a hand?
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