We hope you will be happy with any items you've ordered from us, but if you're not entirely satisfied, you'll find details of our returns policy below.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you 14 calendar days from the date you received or collected your complete order to notify us of the items you are not completely happy with. We must receive any item you return to us within 14 calendar days of your notification to us of your intention to return the item(s). Orders cancelled under these Regulations are entitled to a refund of any standard postage paid for the delivery of your order, but you are responsible for any postage incurred in returning the items you wish to cancel to us. Unfortunately, we cannot refund postage on return of part orders.
Items must be returned in the condition you received them, which includes keeping any hygiene seals in place. Similarly, where an item is provided with additional material, including but not limited to accessories, instruction manuals and spare parts these must be returned also. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons. Please be aware that this applies particularly to (but not exclusively to) masks, gloves, visors, mattresses, bathing equipment (bath lifts, shower seats, etc.) and incontinence items.
There are a few circumstances where returns may not be possible so please do take time to read this through.
Here are the most common circumstances for returns:
Change of Mind, Wrong Size or Unsuitable Items
We understand that you may want to return an order that you feel is unsuitable, that turns out to be the wrong size for you or if you've just changed your mind. With a few exceptions, we will offer a refund or exchange on items returned for this reason providing they are returned to us unused , in their original packaging and within 14 calendar days of receipt. Please bare in mind that returns, including the postage and packing of goods, are the sole responsibility of the customer until confirmation of receipt at our warehouse. We recommend that you take out a tracked, insured return. If you require an alternative product, such as a size or colour variation, please contact us for advice in arranging this.
Damaged on Arrival or Wrong Items were sent
Please accept our apologies if an item has arrived damaged or wrong when you receive it. Please contact us immediately on the day you receive it if this has happened as we cannot take up any issues with our partnered couriers unless we are notified straight away. It also will allow a faster resolution to the issue. We may require proof of damage and in cases such as this may require photos to be taken and emailed to us. Should a courier require you to sign for damaged goods, please write a note that they are damaged or "Awaiting Inspection". If you have received the wrong order, we may need to check any part numbers on your order as sometimes to confirm details with our manufacturers or suppliers. Please be prepared to provide this information where possible when contacting us. We understand receiving a damaged item can cause great inconvenience and will work with you to arrange the return of these items to us or one of our Chemist2You Partners for inspection. A refund or replacement can only be sent once the item is received by us or our partners (if applicable) and any damage is confirmed.
In the unlikely event of an item becoming faulty, the Consumer Rights Act 2015 applies - please view our General Warranty Terms & Conditions. If within warranty, please contact us so we can discuss the individual case as needed. Products from different manufacturers may be subject to different warranty periods or conditions. Where the warranty of an item is restricted to parts only, Chemist2You reserves the right to not be held accountable for any installation or engineering work required to fit these parts. By agreeing to our terms & conditions you take full responsibility for organising the labour associated with any warranty claim made against products purchased from us.
Before a warranty claim can be made we may require photos of the item or the item to be returned to us. We will liaise with you on this matter on a case by case basis. Unfortunately, a replacement may only be sent out once a fault is confirmed. If the item has been used prior to incurring a fault we reserve the right offer replacement only i.e. no refund may be offered.
Items that Cannot be Cancelled or Returned
Under the Consumer Rights Act 2015 you have the right to cancel your order for any item bought on this website for a full refund within 14 days. The following items are excluded from this:
Items that are collected by you in person, or your representative, from our premises.
Items where our product description says, "This item is made to order."
Products that are made to a customer specification or personalised.
Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.
Any "used" products that represent a hygiene risk (such as used toilet seats, commodes or bottom wipers).
Underwear and lingerie can only be returned if the product packaging has neither been tampered with nor any hygiene seal removed.
In the event that non faulty items being returned are damaged or used in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.
Once we receive notice from you that you wish to cancel your order we will refund the purchase price for that item together with the packing and postage / delivery charge you paid to us for that item (if any). If you paid for one of the special delivery options, such as White Glove Delivery, we will only refund the basic delivery charge that would have been payable for that item. You will have to pay the cost of returning the item to us.
Please note, Chemist2You Partners have their own terms of business and procedures for exercising cancellation rights. If you purchase an item or service from a Chemist2You Partner, you should check your rights before placing your order.