Cancellation and Return Policy

Derby Street Pharmacy 17 Derby Street, Hanley, Stoke-on-Trent, ST1 3LE

Document Reference: DSP-CRP-2024-001 Effective Date: [INSERT DATE] Last Updated: December 2024 Version: 1.0

Your Rights Under UK Law

This policy explains your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 when you purchase products or services from Derby Street Pharmacy.

Quick Reference Guide

Situation	Your Rights	Action
Changed your mind (standard products)	14-day cancellation right	Return within 14 days
Changed your mind (medicines)	No cancellation right	Non-returnable
Faulty product	Full refund, repair, or replacement	Return for inspection
Wrong item received	Full refund or exchange	Contact us
Damaged in delivery	Full refund or replacement	Report within 48 hours
Service cancellation	Depends on notice given	See Section 6

1. Your 14-Day Cancellation Right

1.1 The Cooling-Off Period

Under the Consumer Contracts Regulations 2013, when you buy goods or services at a distance (online, by phone, or by mail order), you have the right to cancel your order within 14 days without giving any reason.

1.2 When the Period Starts and Ends

Purchase Type	Cancellation Period Starts	Cancellation Period Ends
Goods	Day after you receive the goods	14 days from delivery
Multiple items (one order)	Day after you receive the last item	14 days from last delivery
Regular deliveries	Day after you receive the first delivery	14 days from first delivery
Services	Day the contract is concluded	14 days from contract date

Example: If you receive goods on Monday 1st January, your cancellation period runs until Monday 15th January (14 full days).

1.3 How to Cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement.

Contact Options:

By Post: Derby Street Pharmacy 17 Derby Street Hanley Stoke-on-Trent ST1 3LE

By Email: PharmacyFFT12@nhs.net Subject: “Order Cancellation – [Your Order Number]”

By Telephone: 01782 215215

1.4 What to Include

Please provide:

Your name and address
Order number or date of order
Description of goods/services being cancelled
Reason for cancellation (optional but helpful)

1.5 Cancellation Form

You may use this form, but it is not obligatory:

MODEL CANCELLATION FORM

To: Derby Street Pharmacy

17 Derby Street, Hanley, Stoke-on-Trent, ST1 3LE

Email: PharmacyFFT12@nhs.net

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale

of the following goods (*) / for the provision of the following service (*):

___________________________________________________________________________

Order Number: _____________________________________________________________

Ordered on (*) / Received on (*): _________________________________________

Name of consumer(s): _____________________________________________________

Address of consumer(s): __________________________________________________

___________________________________________________________________________

Signature of consumer(s) (only if on paper): _____________________________

Date: ____________________________________________________________________

(*) Delete as appropriate

2. Exceptions to the Cancellation Right

2.1 Products You Cannot Return

Important: The following products CANNOT be returned under the 14-day cancellation right (unless faulty):

Product Category	Reason	Legal Basis
All medicines (GSL, P, POM)	Health and safety regulations	Reg. 28(1)(d) – perishable/hygiene
Opened medical devices	Hygiene reasons	Reg. 28(1)(e) – sealed goods
Opened personal care items	Hygiene reasons	Reg. 28(1)(e) – sealed goods
Prescription items	Made to your prescription	Reg. 28(1)(b) – personalised
Opened cosmetics/toiletries	Hygiene reasons	Reg. 28(1)(e) – sealed goods
Products that deteriorate quickly	Perishable nature	Reg. 28(1)(d) – perishable

2.2 Why Medicines Cannot Be Returned

For the safety of all patients, we cannot accept returns of medicines because:

Safety: We cannot verify storage conditions or tampering
Regulation: Human Medicines Regulations 2012 and GPhC standards prohibit resale of returned medicines
Hygiene: Risk of contamination or degradation
Traceability: Falsified Medicines Directive (FMD) and pharmaceutical supply chain requirements
Cold Chain: Temperature-sensitive medicines cannot be guaranteed safe after leaving our control

All returned medicines must be safely disposed of and cannot be resold.

Important: If you have unwanted medicines, please return them to any pharmacy for safe disposal. Do not dispose of medicines in household waste or down the drain.

2.3 Services – Loss of Cancellation Right

Your cancellation right for services ends if:

You requested that we begin the service during the cancellation period, AND
You acknowledge that you will lose your cancellation right once the service is fully performed

We will ask for your express consent before beginning any service during the 14-day period.

3. Returning Products

3.1 How to Return

Step 1: Contact us to notify us of your return

Step 2: We will issue a Returns Authorisation Number (RAN)

Step 3: Pack items securely:

Use original packaging where possible
Include all components and accessories
Include proof of purchase

Step 4: Send to:

Derby Street Pharmacy

RETURNS DEPT – [Your RAN Number]

17 Derby Street

Hanley

Stoke-on-Trent

ST1 3LE

Step 5: Keep proof of postage

3.2 Return Costs

Reason for Return	Who Pays Postage?
Changed your mind	You
Product faulty	Us (reimbursed)
Wrong item sent	Us (prepaid label provided)
Damaged in delivery	Us (prepaid label provided)

3.3 Return Deadline

You must return goods within 14 days of notifying us of your cancellation.

3.4 Condition of Returned Goods

Goods should be returned:

Unused and in original condition
In original packaging (where possible)
With all tags and labels attached
With all accessories and components

You may handle goods only as you would in a shop – to establish their nature, characteristics, and functioning. Excessive handling may result in a deduction from your refund.

4. Refunds

4.1 What We Refund

If you cancel within the 14-day period, we will refund:

Full price of the goods
Standard delivery costs (the cost of the cheapest delivery option we offer)

We do not refund:

Express/premium delivery supplements (the difference between express and standard delivery)
Return postage costs (unless goods are faulty)

4.2 When You’ll Receive Your Refund

Situation	Refund Timeframe
Services cancelled before starting	Within 14 days of cancellation notice
Goods cancelled (we have the goods)	Within 14 days of receiving goods
Goods cancelled (goods in transit to us)	Within 14 days of receiving goods OR proof of posting (whichever is earlier)

4.3 Refund Method

Refunds will be made using the same payment method you used:

Original Payment	Refund Method
Credit/Debit card	Same card
PayPal	PayPal account
Bank transfer	Same account
Cash	Bank transfer (we’ll request details)

4.4 Deductions from Refunds

We may deduct from your refund:

Reason	Deduction
Excessive handling	Value diminished by handling beyond necessary inspection
Missing components	Replacement cost
Services started at your request	Proportionate to services already provided

5. Faulty, Damaged, or Incorrect Goods

5.1 Your Rights Under the Consumer Rights Act 2015

If goods are faulty, not as described, or not fit for purpose, you have additional rights beyond the 14-day cancellation period.

5.2 30-Day Right to Reject

Within 30 days of receiving goods that are faulty, you are entitled to:

Full refund – within 14 days of us agreeing
No requirement to accept repair or replacement first

5.3 Six-Month Period

Between 30 days and 6 months after delivery:

You can request repair or replacement
If repair/replacement is not possible or unsuccessful, you can claim a refund (may be reduced for use)
We bear the burden of proving goods were not faulty at delivery

5.4 After Six Months

Between 6 months and 6 years (5 years in Scotland):

You must prove the goods were faulty at the time of delivery
You can request repair, replacement, or (if unsuccessful) refund

5.5 Reporting Faulty Goods

To report faulty goods:

Contact us as soon as possible (within 48 hours preferred)
Describe the fault
Provide photos if possible
Keep the goods for inspection

Contact:

Phone: 01782 215215
Email: PharmacyFFT12@nhs.net

5.6 Faulty Medicines – Special Procedure

If you believe a medicine is faulty:

Stop taking the medicine immediately
Contact us right away on 01782 215215
Do not dispose of the medicine – we need to inspect it
We may report to the MHRA Yellow Card Scheme if appropriate

6. Service Cancellations

6.1 Appointment Cancellation Policy

Notice Given	Refund Entitlement
48+ hours notice	Full refund
24-48 hours notice	Full refund
Less than 24 hours	50% refund (at our discretion)
No show (no notice)	No refund

6.2 How to Cancel an Appointment

By Phone: 01782 215215 By Email: PharmacyFFT12@nhs.net Online: [If booking system available]

Please provide:

Your name
Appointment date and time
Type of service
Reason for cancellation (optional)

6.3 Emergency Cancellations

We understand emergencies happen. If you need to cancel at short notice due to:

Illness
Family emergency
Extreme weather
Other unavoidable circumstances

Please contact us as soon as possible. We will try to:

Reschedule your appointment
Offer a full or partial refund
Make reasonable accommodations

6.4 When We Cancel

If we need to cancel your appointment:

We will give you as much notice as possible
We will offer an alternative appointment
If no alternative is suitable, we will provide a full refund
We will refund within 14 days

6.5 Vaccination Cancellations

For vaccination appointments specifically:

Situation	Policy
Cancelled 24+ hours before	Full refund (vaccine may not yet be ordered)
Cancelled <24 hours before	Refund minus cost of vaccine (if already ordered/defrosted)
Unwell on the day	Rebook at no extra cost
Contraindication found	Full refund

7. NHS Services

7.1 NHS Service Complaints

NHS services (prescriptions, minor ailments, NMS, etc.) are free of charge and not covered by consumer cancellation rights.

If you have concerns about NHS services:

Contact us directly to discuss
Contact NHS England (england.nhs.uk/contact-us/complaint)
Contact the GPhC (pharmacyregulation.org)

7.2 NHS Prescription Charges

NHS prescription charges are set by the government and are non-refundable once a prescription is dispensed.

If you believe you’ve been charged incorrectly:

Contact us immediately
We can investigate and correct any errors

8. Special Circumstances

8.1 Gifts

If you bought items as a gift and the recipient wishes to return them:

Returns must be made by the original purchaser OR
The recipient must have proof of purchase AND gift receipt
Refunds go to the original payment method

8.2 Sale Items

Sale and clearance items:

Same statutory rights apply for faulty goods
Cancellation rights apply as normal
Clearly marked “non-returnable” items excluded from change-of-mind returns

8.3 Subscription Services

If we offer any subscription services:

Standard cancellation rights apply to the initial order
Subsequent deliveries may be cancelled with reasonable notice
Partial period refunds calculated pro-rata

9. How to Complain

9.1 If You’re Unhappy

If you’re not satisfied with how we’ve handled your return or refund:

Contact us first:

Phone: 01782 215215
Email: PharmacyFFT12@nhs.net
In person at the pharmacy

Escalate if needed:

See our Complaints Procedure

9.2 External Bodies

Trading Standards: Contact your local Trading Standards through Citizens Advice Tel: 0808 223 1133

Citizens Advice Consumer Service: Tel: 0808 223 1133 Web: www.citizensadvice.org.uk

GPhC (for pharmacy service complaints): Tel: 020 3713 8000 Web: www.pharmacyregulation.org

10. Summary of Your Rights

10.1 Standard Purchases (Non-Medicine Products)

ORDERED ONLINE/BY PHONE

↓

GOODS DELIVERED

↓

14 DAYS TO DECIDE

↓

[KEEP] ←→ [RETURN for refund]

↓

Return within 14 days

↓

Refund within 14 days of return

10.2 Faulty Goods

FAULT DISCOVERED

↓

WITHIN 30 DAYS? → YES → Full Refund Right

↓ NO

WITHIN 6 MONTHS? → YES → Repair/Replace (we prove not faulty)

↓ NO

WITHIN 6 YEARS? → YES → Repair/Replace (you prove was faulty)

10.3 Services

SERVICE BOOKED

↓

SERVICE STARTED? → NO → Cancel within 14 days for full refund

↓ YES (at your request)

Cancellation right ends when service complete

Partial refund may apply

Contact Us

Derby Street Pharmacy 17 Derby Street Hanley Stoke-on-Trent ST1 3LE

Telephone: 01782 215215 Email: PharmacyFFT12@nhs.net Website: web.derbystreetpharmacy.org.uk

Opening Hours: Monday – Friday: 8am – 6:30pm Saturday: 9am – 1pm Sunday: Closed

Document Control

Version	Date	Changes
1.0	December 2024	Initial release

This policy complies with:

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Consumer Rights Act 2015
Medicines Act 1968
GPhC Standards for Registered Pharmacies

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