Returns & Refund Policy

Effective Date: 30th May, 2025

At Pharma4us (trading as SA Pharma Online Ltd), we are committed to ensuring your satisfaction with every purchase. This policy outlines the terms under which returns, refunds, cancellations, and related issues are handled.

1. Return Eligibility and Conditions

We offer a 7-day return policy for customers within the UK, subject to the following conditions:

• All returns must be initiated through our website via the designated returns portal or by contacting us via email or webform.
• Items must be unopened, unused, and in their original packaging, with all safety seals intact.
• We are unable to accept returns for hygiene-related or personal use products, in compliance with health and safety regulations.
• You must notify us of your intent to return the product within 7 days of receiving your order.

Once your return is approved, we will provide a prepaid Royal Mail return label via email or include it in your original order documentation.

2. Return Process

To initiate a return:

1. Visit our website and access the Returns section.
2. Submit your return request using the webform or email us at info@pharma4us.co.uk, including your order number and reason for return.
3. Securely package the item(s) and attach the return label.
4. Send the parcel via Royal Mail using the instructions provided.

We recommend retaining proof of postage for tracking and insurance purposes.

3. Refunds

• Once the returned items are received and inspected, we will process your refund within 5–10 working days.
• Refunds will be issued only to the original payment method used at checkout (e.g. credit/debit card, PayPal).
• Shipping fees (if applicable) are non-refundable, except in cases of faulty or incorrect items.

4. Order Cancellations

You may cancel your order by emailing info@pharma4us.co.uk within 12 hours of placing the order.

If cancellation is requested after dispatch, the items must be returned unopened and in accordance with our Returns Policy.

5. Incorrect Items Received

If you receive an incorrect item, please contact us within 7 days of receipt.

• We will arrange collection of the incorrect product and send out the correct replacement at no additional cost.
• Items must be returned in their original, unused condition.

6. Missing Items

If your order is missing any items:

• Please notify us within 7 working days of delivery.
• If your order is partially fulfilled, you may receive an email confirming the remainder will follow shortly. If not, we will investigate and resolve the issue promptly.

7. Damaged or Faulty Products

If your item arrives damaged or becomes faulty:

• Contact us at info@pharma4us.co.uk with your order number and photos of the item.
• We may request that you complete a Damaged Item Declaration Form.
• Upon validation, we will offer either a refund or a replacement.

8. Important Notes

• Returns received outside of the 7-day notification period may not be accepted.
• We reserve the right to decline returns that do not meet the above criteria.
• This policy should be read in conjunction with our Terms & Conditions.
• We reserve the right to amend this policy at any time without prior notice.

This does not affect your statutory rights under UK consumer law.

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