Refund & returns policy
If your order doesn't arrive, or arrives damaged or incorrect, we'll reship it or refund you. For safety reasons, medicines can't be returned once they have been dispatched.
Lost parcels
If your order hasn’t arrived within 30 days of dispatch, we reship it free of charge or refund it.
Damaged or incorrect items
If an item arrives damaged, faulty or isn’t what you ordered, we reship or refund it.
Medicine safety
We can’t accept returns of medicines once dispatched, because we can’t confirm how they were stored and can’t resell them.
Policy details
When you're eligible for a reship or refund
- Your order hasn’t arrived within 30 days of dispatch
- An item arrived damaged, or the packaging was broken or tampered with
- You received the wrong item, strength or quantity
- An item is faulty or past its expiry date when it arrives
- We couldn’t verify the prescription for a prescription-only item, so it wasn’t dispatched
Why we can't accept returns of medicines
Once a medicine has left our pharmacy we can't be sure how it has been stored or handled, so we can't resell it or give it to another customer. For everyone's safety, we don't accept change-of-mind returns of medicines or other health products after dispatch. This does not affect your right to a reship or refund for orders that are lost, damaged, incorrect or faulty.
Please don't post medicines back to us unless we ask you to. If you have medicines you no longer need, see our guide to storing and disposing of medicines safely.
Your options
When your claim is eligible, you can choose:
Option 1: Refund
A refund of the affected items (and shipping, if you paid for it), made to your original payment method where possible.
Option 2: Free reship
We send the affected items again at no extra cost. Prescription items are reshipped against the same verified prescription where it is still valid.
How to make a claim
- 1
Contact support
Email support@pharmacyfarm.com with your order number and what went wrong.
- 2
Send photos if relevant
For damaged or incorrect items, include photos of the item, its label and the packaging.
- 3
Choose your option
Tell us whether you would like a refund or a free reship.
- 4
We resolve it
We review your claim and reply by email with the outcome and next steps.
What's not covered
- Change of mind after an order has been dispatched (including unopened medicines)
- Orders confirmed as delivered by tracking to the address you provided
- An incorrect or incomplete delivery address entered at checkout
- Claims made more than 60 days after the order was placed
Need to make a claim?
Contact our support team with your order number and we'll help you as quickly as we can.