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Returns and Cancellation Policy

Return of unwanted items - Cooling off period

If you wish to return unwanted goods it is your responsibility to contact Chemist Counter Direct Customer Service by email or phone to advise us of your intention to return or exchange any item(s). This needs to be done within 10 working days of the date of the confirmation email advising the items have been dispatched to you. After this date, it is solely the discretion of Chemist Counter Direct if a return or exchange will be accepted. All items should be received back to Chemist Counter Direct within 28 days of the date of the dispatch confirmation email for this condition to apply. Once you have contacted our Customer Service Team you will be given a return reference number. Please ensure you supply this return reference number along with details of your order number, name, address, and date of order when you return the goods. If the item(s) is returned without a goods return reference number we will be unable to offer an exchange or refund. You will also be liable for the cost of re-delivery and our fees (which may exceed the original cost of delivery). We highly recommend that items are returned via Recorded Delivery as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit.

Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or broken. In addition products of a medicinal, cosmetic or personal nature cannot be returned due to reasons of hygiene. Any items being returned must be in their original packaging with the original seal intact.

We will not refund your order unless the item(s) are in saleable condition upon return and you have been provided with a return reference number from our Customer Service Team. You will be liable for the cost of returning any items to us and the cost of any postage incurred with your initial order.

Any items returned to Chemist Counter Direct must be in accordance with our returns and exchanges procedure.

Return of faulty or damaged items

In order for us to accept the return of faulty or damaged goods customers need to contact Chemist Counter Direct Customer Service by email or phone to advise us of your intention to return or exchange any item(s). This needs to be done within 10 working days of the date you received the confirmation email advising you that the items have been dispatched. After this date, it is solely the discretion of Chemist Counter Direct if a return or exchange will be accepted. All items should be received back at Chemist Counter Direct within 28 days from the date of the dispatch confirmation email for this condition to apply. Once you have contacted our Customer Service Team you will be given a return reference number. Please ensure you supply this return reference number along with details of your order number, name, address, and date of order when you return the goods. If the item(s) is returned without a goods return reference number we will be unable to offer an exchange or refund. You will also be liable for the cost of re-delivery and our fees (which may exceed the original cost of delivery). We highly recommend that items are returned via Recorded Delivery as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. Chemist Counter Direct will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recover our fees and expenses from you.

However, please note:

Electrical and battery operated equipment that is returned and found to be faulty will be replaced by the same product, if the original item is no longer available an alternative item will be offered of the same value. Electrical and battery operated equipment will only be accepted if complete with all leads, accessories and software. Any software must have its original seal intact to be accepted.

Please note that once opened and or used, products cannot be returned to us unless the product is faulty or broken. In addition products of a medicinal, cosmetic or personal nature cannot be returned due to reasons of hygiene.

All returns are assessed before being processed.

Faulty items will be accepted up to the manufacturer's warranty terms. This does not affect your statutory rights.

If you refuse delivery due to an item being damaged, you should notify Chemist Counter Direct within 10 working days of the dispatch confirmation email being sent. If you are unaware of the damage in transit, the 10 day period still applies however once this has expired, any return is solely within Chemist Counter Directs discretion.

It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. We will not issue a return or exchange unless the item(s) are in a saleable condition upon return.

You may return damaged or faulty item(s) within 28 days of the date of the dispatch confirmation email being sent to you. If an item is later deemed to be faulty, normal warranty conditions for that product apply. It is the recipient's responsibility to incur all costs and to follow warranty instructions as stated on the product warranty card as specified by the manufacturer.

Once we receive the returned items you should allow up to a further 14 days for a replacement to be re-sent.

Failed Deliveries

If you are not available to receive your items and they are returned Chemist Counter Direct we will charge £10 (or 10% if the order is over £100) re shelving fee if you decide not to have the items re-delivered. If you wish to have the order re-delivered you will incur an additional postage charge which will be notified to you.

Unauthorised Returns

If you return an item without receiving a return reference number from our Customer Service Team, we will be unable to process your return and no refund or replacement will be provided. Unauthorised returns will be sent back to the sender with a delivery charge of £10.

Refunds

Any refunds due back to you will be refunded via the same means as when the order was placed and by no alternative method.