Returns & Refunds

📋 1. Return Policy

At City Choice Pharmacy, your satisfaction is important to us. If you are not completely satisfied with your purchase, you may be eligible to return eligible items within 14 days of receiving your order.

This policy applies to products purchased directly from citychoicepharmacy.co.uk. Items must be returned in their original condition as described below.

✅ 2. Conditions for Returns

To be eligible for a return, the following conditions must be met:

• Timeframe: Return request must be initiated within 14 days of receiving your order.
• Condition: Product must be unopened, unused, and in its original packaging with all seals intact.
• Proof of Purchase: Order number or original receipt is required.
• Return Authorization: You must contact us before returning any item to receive a Return Merchandise Authorization (RMA).

Items that do not meet these conditions will be rejected and returned to you at your expense.

🚫 3. Non-Returnable Items

The following items cannot be returned under any circumstances:

• Opened or used products (for health and safety reasons)
• Products with broken or tampered seals
• Items returned after 14 days from receipt
• Products that have been damaged by the customer
• Clearance or final sale items (if applicable)
• Products missing original packaging or labels

🔄 4. Return Process

Follow these steps to initiate a return:

• 1 Contact us within 14 days of receiving your order. Email [email protected] or use our livechat with your order number and the item(s) you wish to return.
• 2 Wait for approval – We will provide you with a Return Merchandise Authorization (RMA) number and return instructions. Do not send items back without an RMA number – they will not be accepted.
• 3 Package the item securely in its original packaging. Include your order number and RMA number inside the package.
• 4 Ship the return to the address provided in our return instructions. We recommend using a tracked shipping service as we are not responsible for lost returns.
• 5 Allow inspection – Once we receive your return, we will inspect the item within 3-5 business days.
• 6 Receive refund or exchange – If approved, your refund will be processed or exchange arranged.

🚚 5. Return Shipping Costs

Who pays for return shipping?

• Customer Change of Mind: If you are returning an item because you no longer want it or ordered by mistake, you are responsible for the return shipping costs.
• Damaged, Defective, or Incorrect Items: If the return is due to our error (wrong item sent, damaged in transit, defective product), we will cover the return shipping costs and provide a prepaid shipping label.

We recommend using a tracked shipping service for all returns. City Choice Pharmacy is not responsible for items lost or damaged during return transit.

Original shipping costs (free on all orders) are non-refundable.

💰 6. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Refund Timeline:

How refunds are issued:

• Refunds are issued to your original payment method (as per the payment instructions you received).
• We will refund the product price only – original shipping (free) and return shipping costs are non-refundable for change-of-mind returns.
• You will receive a confirmation email once the refund has been processed.
• Depending on your payment provider, it may take 3-10 business days for the refund to appear in your account.

🔄 7. Exchanges

We do not offer direct exchanges at this time. If you need a different product or variant, please follow the return process above and place a new order for the desired item.

We will process a refund for the returned item (subject to conditions) and you can then place a new order.

⚠️ 8. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately:

• Timeframe: Notify us within 48 hours of receiving your order.
• What to include: Your order number, photos of the damaged or incorrect item, and description of the issue.
• Resolution: We will arrange a free return (prepaid shipping label) and send a replacement or issue a full refund.

✖️ 9. Order Cancellation

You may cancel your order before it has been shipped (before payment verification and processing).

• Before Payment Verification: Your order will be cancelled automatically if payment is not completed within 48 hours.
• After Payment Verification but Before Shipping: Contact us immediately via livechat or email. If the order has not been dispatched, we will cancel and issue a full refund.
• After Shipping: Once shipped, the order cannot be cancelled. You must follow the return process after receiving the item.

To request a cancellation, contact us with your order number as soon as possible.

📞 10. Contact Us

For any return, refund, or cancellation requests, please contact our support team:

Before contacting us, please review our FAQ page for answers to common questions.