We cannot guarantee that we will be able to change or cancel an order.
You will not have any right to cancel a Contract for the supply of any of the following Products:
hygiene-sealed items or tamper-proof items, in each case, where the sealed packaging has been opened ; or
medicines or healthcare products if they have been dispatched to you; or
products that have been personalised or made to your own bespoke specifications (if we offer such options);
unless such Product(s) were damaged or faulty when delivered to you or have been incorrectly delivered.
Except in relation to certain Products set out above, you may cancel a Contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after your order (in its entirety) is delivered to you or, if you opt (where available) to collect it from our pharmacy partner, the day after it is delivered to that third party.
If you cancel, you will receive a full refund of the price paid for the Product(s) in accordance with our refunds policy (see below).
To cancel a Contract, you must clearly inform us, preferably:
- in writing, giving us your name, address and order reference; or
- by completing and submitting our cancellation form, a copy of which is also enclosed with the Product(s) on delivery.
We may ask you to destroy any damaged or faulty Product(s), or to return the Product(s) to us within 14 days after the day of notifying us of the cancellation, in the same condition in which you receive them (which does not interfere with your right to take any reasonable steps to examine the Product(s) and make sure they conform to your order). You have a legal obligation to take reasonable care of the Product(s) while in your possession. If you fail to comply with this obligation, we may have a right to deduct the cost of any deterioration (due, for example, to your having used the Product(s)), up to the price of the Product(s), from the refund to which you are otherwise entitled.
To return the Product(s), you should package the parcel securely (making sure you include a note of your name and address (enclosing any returns slip, if we have provided one) inside the parcel) and then return it to us, either by courier or by recorded delivery mail or other form of certified mail or, if the Product(s) are too bulky to return by mail, then by a suitable carrier, to the address provided below.
We advise that you take out enough postal/carriage insurance to cover the value of the contents. Please save your proof of posting/despatch and tracking information until your refund has been processed. You will be responsible for the cost and risk of returning the Product(s) to us. Unfortunately, Products cannot be returned to any store.
Details of the consumer rights described above, and an explanation of how to exercise them, are provided in the Order Confirmation. Nothing in this section affects your legal rights.