Free delivery on orders over £30.00
UK Registered Pharmacy
100% Discretion & Confidentiality
Need help? Call +44 (0)20 8672 2157

Refund Policy

At Pearl Chemist Group, we are committed to offering high-quality POM (Prescription Only Medicines) and OTC (Over-the-Counter) products. If you are not completely satisfied with your purchase, this Refund Policy outlines how we handle refunds in accordance with UK law.

1. Refund Eligibility

In accordance with UK law, we are unable to offer refunds for the following:

  • Prescription Only Medicines (POM): We cannot accept returns or offer refunds on POM products unless the product is faulty or incorrectly supplied.
  • OTC Products: We cannot offer refunds on opened or used OTC products due to health and safety regulations. However, unopened, unused products may be eligible for a refund as described below.

2. Faulty or Damaged Products

If the product you receive is damaged, defective, or incorrectly supplied, you are entitled to a full refund, replacement, or repair under the Consumer Rights Act 2015. You must notify us within 30 days of receiving the item.

To request a refund for a faulty or damaged item:

  • Contact our customer service team at web@pearlchemistgroup.co.uk or call 020 8672 2157.
  • Provide your order number and a description of the issue.
  • If required, we will request that you return the item to us (we will cover the cost of return shipping in such cases).

Once we confirm the fault or error, we will process your refund to the original payment method within 14 days.

3. Refund Processing Time

Once your refund request is approved, we will issue the refund to your original payment method within 14 days. Please note, the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

4. Exclusions

Please note that the following items are not eligible for refunds:

  • Prescription Only Medicines (POM), unless faulty or incorrectly supplied.
  • Opened or used OTC products for health and hygiene reasons.
  • Personalised products or custom-made items, unless faulty.

5. Consumer Rights

This Refund Policy does not affect your statutory rights under UK law, including your right to a refund or replacement in the case of faulty or misdescribed goods. For further information, please visit Citizens Advice or refer to the Consumer Rights Act 2015.

6. Contact Us

For any refund-related inquiries, please contact our customer service team at:

Pearl Chemist Group

136-138 Mitcham Road,
Tooting,
SW17 9NH,
UK

Tel: 020 8672 2157

Email: web@pearlchemistgroup.co.uk