At North Harrow Pharmacy, we are committed to providing safe, high quality healthcare products and prescription medicines. Due to the nature of pharmacy products, our returns and refunds policy is designed to protect patient safety whilst remaining fair and transparent for customers.
Please read this policy carefully before placing an order.
1. Prescription Medicines
Prescription-only medicines (POMs), including but not limited to weight management injections, private prescription medicines, travel medications, and other pharmacy-only prescribed treatments, are non-returnable and non-refundable once dispensed or dispatched.
This is because:
- medicines are regulated healthcare products,
- storage conditions cannot be guaranteed once items leave the pharmacy,
- and UK pharmacy regulations prevent returned medicines from being re-supplied.
For patient safety reasons, we are unable to accept the return of any prescription medicine unless the item supplied is faulty, damaged, or sent in error.
2. Non-Prescription Products
Non-prescription healthcare products, supplements, devices, and general retail items may be returned within 14 days of delivery provided that:
- the item is unopened,
- unused,
- in its original sealed packaging,
- and in a resalable condition.
Returned items that do not meet these conditions may not be eligible for refund.
Customers are responsible for the cost of returning unwanted non-prescription items unless the return is due to our error.
3. Damaged, Faulty, or Incorrect Items
If you receive:
- a damaged item,
- a faulty product,
- an incorrect item,
- or an item missing from your order,
please notify us within 48 hours of delivery by contacting our pharmacy team.
We may request:
- photographs of the item,
- packaging details,
- and order information
to investigate the issue promptly.
Where an issue is confirmed, we will offer one of the following:
- replacement item,
- full refund,
- partial refund where appropriate,
- or store credit.
4. Consultation and Service Fees
Where your purchase includes an online clinical consultation, pharmacist review, or prescribing assessment:
- consultation fees are non-refundable once the clinical review has commenced,
- even if treatment is not deemed clinically appropriate.
This is because professional time has been allocated to the clinical assessment process.
Where no treatment is approved, only the medication supply cost (if already paid) will be refunded where applicable.
5. Eligibility Form / Online Booking Deposits
Any booking fees or deposits paid for pharmacy services, including weight management consultations, may be transferred to an alternative appointment date with reasonable notice.
Refunds on missed appointments or late cancellations are at the discretion of North Harrow Pharmacy management.
6. How to Request a Return or Refund
To request a return or refund, please contact us with:
- your full name,
- order number,
- details of the item,
- and reason for the request.
Our contact details are:
North Harrow Pharmacy
509 Pinner Road
HA2 6EH
United Kingdom
Telephone: 0208 863 1554
Email: [email protected]
Please do not return any medicines without first contacting us.
7. Refund Processing Times
Approved refunds are processed back to the original payment method.
Please allow:
- up to 5 working days for North Harrow Pharmacy to process the refund, and
- a further 3–10 working days for your bank or card provider to credit the funds.
8. Right to Refuse Returns
North Harrow Pharmacy reserves the right to refuse returns or refunds where:
- products have been opened,
- medicines have left our controlled pharmacy environment,
- items are not returned in original condition,
- or where misuse of the returns policy is suspected.
9. Contact Us
If you have any questions regarding this policy, please contact our pharmacy team who will be happy to assist.