Urban Pharmacy – Returns & Refunds Policy
Last updated: 07-12-2025
Thank you for shopping with Urban Pharmacy. We want you to be happy with your purchase. This policy explains how returns, refunds and exchanges work for orders placed on our website.
1. Returns window (eligible items)
We accept returns on eligible, non-medicinal items within 14 days of delivery.
- You must notify us within 14 calendar days of receiving your order.
- You then have 14 days to return the item to us.
To start a return, please email customerservices@urban-pharmacy.co.uk or call 028 9024 6336 with your order number.
2. Items that cannot be returned
For safety and legal reasons, some items are non-returnable unless they are faulty or sent in error.
This includes (but is not limited to):
- Prescription-only medicines (POM)
- Pharmacy medicines (P)
- Any medicines or medicinal products
- Medicinal creams, ointments, sprays or liquids
- Healthcare items that have been opened, used or unsealed
- Intimate or personal care items where the hygiene seal is broken
- Products with broken tamper-evident seals
- Perishable or temperature-sensitive goods (e.g. certain medicines, vaccines)
Once supplied, medicines cannot be re-used or returned to stock, so refunds are only available if we have made an error or the product is faulty.
This does not affect your statutory rights.
3. Condition of returned items
For items that can be returned:
- Items must be unused, in their original packaging and in resaleable condition.
- All accessories, leaflets, labels and any free gifts must be included.
- We may refuse a return or make a deduction if the item has been handled more than necessary.
4. How to return an item
Option 1: Return in store
You can return eligible items to:
Urban Pharmacy
56 Dublin Road
Belfast
BT2 7HN
Please bring your order number or confirmation email.
Option 2: Return by post (contact us first)
If you cannot visit us in person, please contact us so we can confirm the item is eligible for return:
- Email: customerservices@urban-pharmacy.co.uk
- Phone: 028 9024 6336
Include the following in your parcel:
- Your name
- Order number
- The item(s) you are returning
- Reason for the return
Return Address: Urban Pharmacy, 56 Dublin Road, Belfast, BT2 7HN, United Kingdom
We recommend using a tracked service and keeping proof of postage.
5. Return postage costs
- If you are returning an item because you changed your mind, the customer pays return postage (unless returning in store).
- If an item is faulty, damaged, or sent in error, Urban Pharmacy will cover reasonable return postage costs (agreed in advance) and refund your standard delivery charge.
6. Refunds
- Refunds are issued to the original payment method.
- We process refunds within 14 days of receiving the returned goods (or proof of posting, whichever is earlier).
- Delivery fees are refunded at the standard rate only. Enhanced/express delivery fees are non-refundable unless the item was faulty or sent in error.
7. Exchanges
We may offer exchanges on eligible non-medicinal items.
For medicines or pharmacy-only items, exchanges cannot be offered unless the item is faulty or dispensed incorrectly.
8. Faulty, damaged or incorrect items
If your item arrives faulty, damaged or incorrect:
- Contact us as soon as possible, ideally within 30 days of delivery.
- We may request photos to help us assess the issue.
- We will offer a refund, repair or replacement in line with your legal rights.
9. Contact us
If you have any questions about returns or need assistance:
In person: Urban Pharmacy, 56 Dublin Road, Belfast, BT2 7HN
Email: customerservices@urban-pharmacy.co.uk
Phone: 028 9024 6336