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Our Returns Policy

Please carefully read the information and guidance below regarding receiving and returning your chosen items.

Products of a medicinal, cosmetic or personal nature cannot be returned due to reasons of hygiene. For out of date or unused / unwanted NHS medication please see below:

We understand that there may be occasions when the items may not have been delivered correctly or that you no longer require the product. If this is the case then you can return any unwanted items free of charge within 14 days for a refund or replacement as long as they are unused and are returned with the original packaging complete, undamaged and boxed as received. Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or broken. Returns that do not meet these conditions may be subject to a restocking fee and delivery charges may apply.

If you have out of date or unwanted NHS medication we are able to dispose of these in a safe and secure method. Please contact us for information regarding your returns. (see contact details). Please note that it might be easier for you to take unused and out of date medication to your local NHS pharmacy, where they will also be able to dispose of it in a safe and secure manner.
We are unable to refund NHS prescription charges for unwanted medication.


All UK parcels are sent 48 hour tracked and should be received within 3-4 days at the outside. If your parcel isn't delivered you must let us know withing 5 days of it's expected delivery. We will contact Royal Mail to establish where your parcel is. We will need to wait 21 days before your parcel is declared lost by Royal mail since there is a chance it will be delivered in that time. In this case we may choose to refund the order rather than re-send.

1. Upon receipt of goods.

Upon receipt of your goods please check the packaging for any signs of damage. If you feel that the items have been damaged in transit then please email mypharmacist@thehealthcounter.com, including your name and contact details so that we can look into the matter.

Please note that in order to carry out any investigations, please contact us within fourteen days of receiving your delivery.



2. Missing Items.

If upon opening your delivery, you find any items missing from your order, please check all the packaging and the received goods against the invoice.
If you are sure than an item is missing then please email our Customer Services Department at team@druryspharmacy.com. Please provide full details including the nature of the problem, your name and contact details. In order to investigate the problem please contact use within 2 working days of receiving your order.



3. Incorrect Items.

If you believe that you have received an item in error please do not open the item packaging as we need to receive it back in the same condition as it was sent.
If we have sent you an incorrect product or it is faulty or damaged we will accept returns provided you return it us within 14 days of receiving the order. Once we have received the returned item we will refund the amount paid or resend the product.



4. Item not required.

You may decide to return an item within fourteen days of delivery if you decide that you no longer require the product. The item is only eligible for return if it is in the exact condition to which it was delivered.

Please supply the original invoice (or a good quality copy) along with the returned product.
Refunds will be made in the same manner as the original payment.
If you paid by credit card, please note that it may take several days for the credit to be acknowledged at your issuing bank. This is out of our control but rest assured we will process your refund as quickly as possible.



Your statutory rights are not affected
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