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Returns Policy
On this page
Our Returns policy
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.
Right to Cancel
If you are unhappy with an item, please let us know within 14 days from the date of receipt of your order that you wish to cancel the ordered item. You can let us know by either returning the items with the returns form within the 14 day period or by contacting us within the 14 day period.
For order queries please email us on: shop@rowlandspharmacy.co.uk
Returns policy
Once you cancel your order within 14 days following the date of receipt of your order and we receive your returned item within 14 days of your notification of cancellation we are happy to provide a refund provided the products are unopened, unused and in the original packaging.
Items must be returned in the condition you received them. For health protection and hygiene reasons, we are unable to offer refunds, replacements or exchanges on certain medical or personal care items that have been opened or any product with a hygiene seal that has been broken (unless you are returning them because they are damaged or faulty).
You are responsible for any postage incurred in returning the items you wish to cancel to us.
We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged. If the item was faulty or damaged when delivered or collected from store, an exchange or refund will be offered.
Electrical and photographic equipment will only be accepted if complete with all leads, accessories and software. Any software must have its original seal intact.
All returns are evaluated before being processed.
Unless faulty, medicines, food, personalised gifts or cosmetics products which have been opened cannot be refunded or exchanged.
How to Return Items
We will do our best to help you return any unwanted items quickly and efficiently. You can return your items by post, using our returns form. Returns must be received by us within 14 days of you notifying us that you wish to return your items. Your order confirmation note is required for verification purposes as well as your telephone and contact details.
To return items by post, please repackage them carefully and send them back to the Rowlands Online Pharmacy Phoenix Medical Supplies Limited, Rivington Road, Runcorn, Cheshire, WA7 3DJ.
The cost of returning unwanted items is at your expense and, as we do not offer a collection service, you should use your own carrier. We recommend that you use a carrier who can give you a “Proof of Posting”, as until the parcel is received by us at the above address, it will remain your responsibility.
How to return a faulty item / order
If you think that a product you have purchased on the Rowlands Shop website or mobile app is faulty, please contact us straight away before returning the item. You can contact us at shop@rowlandspharmacy.co.uk
Refunds policy
Once you cancel your order within 14 days following the date of receipt delivery and we receive your returned item within 14 days of your notification of cancellation, we are happy to provide a refund provided the products are unopened, unused and in the original packaging. Please allow up to 10-14 days for refunds to show up on your account, from the date we receive your return. We will refund you by the same method the original payment was received (eg a Credit Card payment will be refunded back onto the same card). Please allow up to 5 working days for funds to appear in your bank account depending on your payment provider.
If you do not receive your refund within 14 days of us receiving the returned items, please contact us by email with your order number at shop@rowlandspharmacy.co.uk
Delayed orders
If your order is delayed by more than 21 days we will give you the option to cancel your order. Please email us if you wish to cancel your order.
Refund exclusions
Unfortunately, you cannot return prescription medicines or anything that has a hygiene seal that has been broken. You have the right to reasonably inspect your items as you would in a shop, but you cannot return items that you have used unless you are returning them because they are damaged or faulty.
Damaged or faulty goods
In the unfortunate event that any item that we have supplied is faulty or has been damaged in transit, please contact us as soon as possible after receiving the item. We will require details of the damage or fault and also the order reference number relating to the item. If you contact us within 30 days and supply the requisite information, we will either refund the cost of the item (including any delivery charges incurred) or replace or repair the item free of charge. This does not apply to items that have failed due to wear and tear. You may have additional manufacturers’ warranties with some products, such as electrical items, giving you additional rights and you should check these carefully.
A notification of damaged or faulty products after 30 days from the date of delivery will be considered on a case by case basis. A full refund or replacement is not guaranteed after the expiry of the 30 day period. Any goods notified to us as being damaged or faulty after 6 months from the date of delivery will not be refunded or replaced.