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Returns & Refunds

Returns & Refunds FAQOur returns and refunds FAQ section provides answers to our customers most frequently asked questions. From finding a product to back orders.

Find all our delivery FAQs below.


If you’re looking to return a faulty or incorrect item, please contact us first so we can sort this out for you.

Do you want to return something? No problem! Returns are FREE for UK customers.

  • You can return any item for a refund within 28 days of receiving your original order.
  • We’ll send your replacement to the original delivery address. To check or update your address details, log into My Account and click ‘Addresses’. To change the address click ‘Edit’ and then click ‘Update Address’ to complete.
  • If the item is out of stock at the time of ordering, you will consequently have the option to put the item on back order. You will receive an email giving the latest ETA for the back order however, if you are unhappy to wait we will issue a refund.
  • If you want a different pack size, or the product you want is a different price to the price at which you bought the original product, you’ll need to return the unwanted item for a refund and place a new order.
  • All products will be inspected upon return.
  • The products are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way!
  • We try hard to accept all returns however please make sure that unwanted products are sent back in their original state. Not all returns need to be in the original box, as long as they’re securely packed. Where possible, returned items should include any packaging e.g blister packs with missing capsules or tablets.
  • We’re not responsible for any items that are returned to us by mistake.
  • Returns are free for UK customers.
  • We recommend you obtain proof of postage. Our returns address is: FREEPOST NT1587, Pharma Nord (UK) Ltd, Telford Court, Morpeth, Northumberland, NE61 1BR.

If you’re looking to return a faulty or incorrect item, please contact us first so we can sort this out for you.

Do you want to return something? No problem!

  • You can return any item for a refund as long as you do so within 28 days of receiving your original order. If you’d like a refund for your goods but you can’t return them to us for any reason, then a refund for those goods will be at our discretion.
  • If you would like a different pack size or product, please return your unwanted item and place a new order.
  • Please inform us if you’re returning something, so we can keep a look out for it coming back.
  • We’ll refund the price you paid for your product, including sale products back to your original payment method.
  • The goods are your responsibility until they reach our warehouse, so make sure you pack them properly to avoid any damage on the way!
  • We try hard to accept all returns and consequently they don’t need to be in the original box or bag. We only ask that you pack the products securely. Where possible however, returned items should include any packaging e.g blister packs with missing capsules or tablets.
  • We’re not responsible for any items that you return to us by mistake.
  • Depending on the options available in your country, you’ll be responsible for the cost of returning any items.
  • Make sure you use a postal service that insures you for the value of the items you are returning and obtain proof of posting.
  • Our returns address is: Pharma Nord (UK) Ltd, Telford Court, Morpeth, Northumberland, NE61 2DB.

Please contact us before you return your products back to us and we will issue you the correct returns address.

We will send you a confirmation email as soon as we receive your return.

Processing a return will usually happen within 4 working days of receiving your return.

We will automatically issue any refunds to the payment method you used to place your original order. This typically takes 5 working days in the UK, however this will also depend on your payment method issuer.

To keep things clean and simple. Please return the unwanted product back to us for a refund and submit a new order for the product you want.

If you have already received your order, you have 14 days from the day after you receive your order. You will need to return the items from your order you wish to cancel.

Please contact us as we need written confirmation of cancellation, so you will need to get in touch with us.

You must return products in their original state.

Please click here to find out more information regarding faulty or incorrect products.

Please click here to find out the procedure for returning a product you are experiencing side effects with.

We are really sorry if we have made a mistake with your refund!

If this is the case please contact our Customer Service Team and we will try and sort it our for you as soon as possible.

The following may affect the value of your refund:

  • Delivery charge; which is only refunded for cancelled orders under the Distance Selling Regulations or if the goods are faulty.
  • Discounts; if you used a discount on that product the price you paid will be what you receive.

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