Refunds & Returns Policy
Clear, fair and safe
Because Chrystalls Connect supplies medicines and healthcare products, some items cannot be returned once supplied.
This is primarily for patient safety. Once a medicine has left the pharmacy, we cannot guarantee how it has been stored or handled and it cannot simply be placed back into pharmacy stock.
If there has been an error on our part, or an item is faulty, damaged or incorrect, please contact us first so we can review the issue and help resolve it.
Your statutory rights are not affected.
Medicines cannot normally be returned for resale
We do not normally accept returns or offer change-of-mind refunds on medicines once they have been supplied, prepared for dispatch or dispatched.
This includes:
- Prescription-only medicines
- Pharmacy medicines
- Weight-management medicines and treatments
- Other medicinal products supplied following pharmacist review
If you change your mind, please contact us as soon as possible. Once a medicine order has been approved and prepared for dispatch, or has already been dispatched, we may be unable to cancel or refund the medicine simply because it is no longer wanted.
Once medicines have left the pharmacy, they cannot normally be returned to stock or resold because we cannot guarantee how they have been stored or handled.
This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.
Non-Medicinal Products
For eligible non-medicinal products bought online, you may have a right to cancel your order within 14 days of receiving it, with a further 14 days to return the item, subject to the applicable consumer-law exceptions.
Items should be returned:
- unused
- unopened where applicable
- in their original packaging
- in a condition suitable for resale
Certain sealed hygiene or health-related products may lose their cancellation right once opened where the relevant legal exception applies.
Damaged, Faulty or Incorrect Items
If your order arrives:
- damaged
- faulty
- incomplete
- or contains an incorrect item
please contact us as soon as possible.
We may ask you to provide photographs or other information so that we can investigate the issue.
Where appropriate, we may offer a replacement, refund or another suitable remedy in accordance with your statutory rights.
If We Cannot Fulfil Your Order
Medicine orders are subject to stock availability, pharmacist review and clinical suitability.
If we are unable to supply an item, we may:
- contact you to discuss an appropriate alternative where suitable
- remove the affected item from the order
- or cancel the order
Any amount captured for an item we cannot supply will be refunded to the original payment method.
Orders Declined Following Pharmacy Review
Some medicines require pharmacist approval before they can be supplied.
If, following review, our pharmacy team decides that a medicine is not suitable for you, the item will not be supplied.
Where payment has already been captured, the appropriate refund will be returned to the original payment method.
We may contact you if further information is required before a decision can be made.
Incorrect or Misleading Information
Customers are responsible for providing accurate and complete information when completing pharmacy questionnaires and consultations.
Providing false, incomplete or misleading information may result in an order being delayed, declined or cancelled.
Where an order is cancelled, any refund due will be processed in accordance with the circumstances of the order and your statutory rights. Unless order has been processed or out for delivery
How Refunds Are Paid
Approved refunds will be returned to the original payment method used for the order.
Once we process the refund, it may take several working days to appear in your account depending on your bank or payment provider.
I would use:
Please allow approximately 3–5 working days after we have processed your refund, although your bank may sometimes take longer.
Delivery Charges
If an order qualifies for a refund because an item was faulty, damaged or incorrectly supplied, any delivery refund due will be handled in accordance with your statutory rights.
Where a customer simply changes their mind about an eligible non-medicinal online purchase, the rules on standard delivery costs will apply. However this is at discretion of pharmacy
Returning an Item
Please contact us before sending anything back
Do not return medicines or healthcare products to us by post without first contacting Chrystalls Connect.
We will confirm whether the item is eligible for return and provide instructions where appropriate.
Medicines returned to a pharmacy for safe disposal cannot be resold or returned to stock.