Eligibility for Refunds
Refunds may be available for the following situations:
Faulty or damaged products – Items that arrive damaged or defective will be eligible for a full refund or replacement.
Incorrect items delivered – If we have sent you the wrong product, we will arrange for collection and provide a full refund or correct replacement.
Products returned within the stipulated timeframe – Items must be returned within 30 days of purchase and in their original, unopened packaging with proof of purchase.
Cancelled orders – Orders cancelled before dispatch are eligible for a full refund.
Please note that prescription-only medicines (POMs) cannot be refunded unless they are defective or we have dispensed the incorrect medication. This ensures your safety and complies with UK pharmacy regulations and our GPhC registration requirements.
Non-Refundable Items
For health and safety reasons, the following items cannot be refunded:
Opened or partially used prescription medicines – Once opened, prescription medications cannot be returned due to safety and contamination risks.
Health supplements and vitamins once opened – Opened nutritional supplements and vitamins cannot be accepted for hygiene and safety reasons.
Personal care items that have been opened – Items such as thermometers, blood pressure monitors, and other personal medical devices once used.
Products that are past their expiry date – We cannot accept returns of expired products.
Special order items – Custom-ordered medications or products specifically ordered for individual customers.
Travel vaccination consultation fees – Consultation fees for travel health advice are non-refundable, though unused vaccine products may be eligible for a refund subject to storage requirements.
Clearly defining non-refundable items helps protect both your health and our compliance with legal requirements.
How to Request a Refund
To request a refund, please follow these steps:
Step 1: Contact our pharmacy team at support@coxheathpharmacy.co.uk or call 01622 745567 during our opening hours (Monday-Friday 9:00am-6:30pm, Saturday 9:00am-4:30pm).
Step 2: Provide your order number, receipt, and explain the reason for your refund request.
Step 3: If approved, return the product in its original packaging to our pharmacy at 97 Heath Road, Coxheath, Maidstone, Kent ME17 4EH, or arrange collection through our delivery service.
Step 4: Our qualified pharmacy team will review your request and process the refund as appropriate.
We handle all refund requests carefully to ensure your satisfaction while following strict safety protocols and pharmaceutical regulations.
Processing Time
Refunds are typically processed within 3–5 business days after we receive and inspect the returned item. You will receive confirmation via email once the refund has been approved and processed. Refunds will be issued to the original payment method used for the purchase.
For prescription items that were incorrectly dispensed, emergency refunds can be processed more quickly to ensure continuity of your medication.
Special Circumstances
NHS Prescription Charges – If you have paid a prescription charge for an incorrectly dispensed NHS prescription, we will refund the prescription charge immediately upon verification.
Delivery Service Issues – If there are problems with our free delivery service that result in damaged or delayed medications, we will provide appropriate remedies including refunds where necessary.
Consultation Services – Private consultation fees may be refunded if the service was not provided as described or if cancelled with 24 hours’ notice.
Contact Us
If you have any questions about refunds or need assistance, please contact our friendly and professional team:
Email: pharmacy.fml35@nhs.net
Phone: 01622 745567
Address: Coxheath Pharmacy, 97 Heath Road, Coxheath, Maidstone, Kent ME17 4EH
Opening Hours:
Monday to Friday: 9:00am – 6:30pm
Saturday: 9:00am – 4:30pm
Sunday: CLOSED
Professional Oversight
All refunds are handled under the supervision of our licensed pharmacists to ensure safety and compliance. Our Superintendent Pharmacist, Mandeep Sandhu, oversees all refund procedures to maintain the highest standards of pharmaceutical care.
Legal Compliance
This Refund Policy complies with the Consumer Rights Act 2015, UK pharmacy regulations, and our obligations as a GPhC registered pharmacy (Premises Registration Number: 1032829). Coxheath Pharmacy reserves the right to refuse refunds if items are returned in a condition that violates safety guidelines or pharmaceutical regulations.
We are committed to providing excellent customer service while maintaining the strict safety standards required of a registered pharmacy serving the Coxheath, Maidstone and surrounding Kent communities.
This policy was last updated in November 2025 and is subject to periodic review to ensure continued compliance with evolving regulations and best practices.