TERMS AND CONDITIONS FOR RETURNS, REFUNDS & CANCELLATIONS

At LIPS Healthcare Pharmacy, we are committed to providing a safe and reliable service for all healthcare and pharmacy products. This policy sets out your rights and our procedures for returns, refunds and order cancellations. It applies to all purchases made online or in-store and does not affect your statutory rights under UK consumer law.

1. Return Period

You have 28 days from the date of receiving your item to request a return.

To process a return, you must provide valid proof of purchase, such as your receipt or order confirmation.

Returns received outside the 28-day window may not be accepted.

2. Conditions for Returns

To be eligible for a return, all of the following conditions must be met:

- The product must be unused and unopened

- All original packaging, labels and seals must be intact

- The item must be in a fully resalable condition

- All accessories, manuals, and included documentation must be returned

- The product must not have been registered with the manufacturer

- Multipack products must be returned complete and together

- Any free promotional item included with the order must also be returned

If returned products do not meet these conditions, we may be unable to accept the return for health, hygiene or safety reasons.

3. Non-Returnable Items

Due to hygiene regulations and patient safety requirements, the following items cannot be returned unless they are faulty, damaged or supplied incorrectly:

- Medicines and pharmacy products

- Vitamins, supplements and nutritional products

- Perishable goods such as food or infant formula

- Personalised or customised items

- Cosmetic or personal care products that have been opened or used

- Sale items and gift cards

If you are unsure whether your product is eligible for return, please contact our Customer Services team before initiating a return.

4. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, missing or incorrect, please contact our Customer Services team as soon as possible after receiving your order.

To help us resolve the issue promptly, please have the following ready:

- Your order number

- A clear description of the issue

- Photographs or video evidence, where possible

Once verified, we will arrange a replacement, exchange or full refund in accordance with your statutory consumer rights.

5. How to Return a Product

5a. Return in Person

Items may be returned directly to any LIPS Healthcare Pharmacy location. Please bring:

- The product you wish to return

- Your receipt or proof of purchase

If the return meets the conditions set out in this policy, the refund will be issued to your original payment method.

5b. Return by Post (Online Orders)

If you purchased an item online and wish to return it by post, you may do so. Please note that return postage costs are your responsibility unless the item is faulty, damaged or incorrect.

Before sending a return by post, please contact us first at order.support@lips.org.uk to request a return. Items sent back without prior authorisation will not be accepted.

When packaging your return, please ensure:

- The item is securely packaged

- Your order number, contact details and proof of purchase are included inside the parcel

- You use a tracked or recorded delivery service — we cannot accept responsibility for items lost or damaged in transit

Please retain your proof of postage and tracking number until your return has been confirmed as received and processed.

Returns should be addressed to:

5c. Supplier-Dispatched Products

If your order was dispatched directly by one of our approved suppliers, the return may need to be sent directly to that supplier. Return instructions will be included in your delivery documentation. If you are unsure, please contact our Customer Services team for guidance.

5d. Large or Bulky Items

For items that are heavy or bulky, please contact our Customer Services team before attempting to return them so we can advise on the most appropriate return method.

6. Exchanges

The quickest way to exchange an item is to return it following the process above, and once the return has been accepted, place a new order separately for the replacement item.

Please contact our Customer Services team at order.support@lips.org.uk if you need assistance with an exchange.

7. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome. If approved, the refund will be issued automatically to the original payment method used for the purchase.

Typical processing times are as follows:

Processing times may vary depending on your payment provider. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at order.support@lips.org.uk.

We reserve the right to refuse a refund or exchange where items do not meet the conditions set out in this policy.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible. We are happy to process cancellations before your order has been dispatched.

To cancel an order, please contact our Customer Services team at order.support@lips.org.uk with your order number and cancellation request.

The following cancellation terms apply:

- If your order has not yet been processed or dispatched, we will cancel it in full and issue a complete refund.

- If your order has already been processed or dispatched, cancellation may still be possible; however, any applicable processing or shipping fees will be deducted from your refund.

We recommend contacting us promptly to avoid any additional charges. Once an order has been fulfilled and delivered, the standard returns process outlined in this policy will apply.

Contact Us

For any queries relating to returns, refunds, exchanges or cancellations, please contact our Customer Services team:

This policy was last reviewed and updated by LIPS Healthcare Pharmacy. Nothing in this policy affects your statutory rights under UK consumer law.