Refund & Returns Policy
At HawthornPharmacy.co.uk, we aim to provide quality products and reliable service. This policy explains how refund, replacement and return requests are handled.
Refund Eligibility
Because many healthcare products require careful handling and storage, refunds are generally not available once an order has been dispatched. However, requests may be reviewed on a case-by-case basis in situations such as:
- You receive an incorrect item.
- Your order arrives visibly damaged.
- The quantity received is less than ordered.
- A shipment cannot be delivered due to courier-related issues outside your control.
Review Process
To assess your request, we may ask for:
- Photographs of the product and packaging.
- Your order confirmation.
- Delivery or tracking information.
Please ensure your shipping address and contact details are accurate when placing an order, as delays or losses caused by incorrect information may affect eligibility.
Reporting an Issue
If there is a problem with your order, please contact our customer support team within 24 hours of delivery. Early reporting helps us investigate and resolve issues as quickly as possible.
Return Conditions
- Do not use products reported as damaged or defective.
- If a return is authorised, items should be returned within 7 days of delivery.
- Return instructions will be provided where applicable.
- All return requests are subject to review before approval.
Refunds & Replacements
Approved refunds or replacements will be processed after the required review has been completed. Processing times may vary depending on the payment method, courier investigation and claim verification.
Contact Customer Support
If you have questions about refunds, returns, replacements or damaged deliveries, please contact us through the Contact Us page on HawthornPharmacy.co.uk. We will review your enquiry and assist where possible.
Last Updated: 2026