1. Your right to cancel (cooling-off period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel an order placed through our online shop within 14 days of receiving the goods. You do not need to give a reason.

To cancel within this period, please contact us before the 14 days expire:

•        Email: info@caledonianpharmacy.co.uk

•        Telephone: 020 7609 0798

•        Post: Caledonian Pharmacy, 486a Caledonian Road, Islington, London N7 9RP

Once you have notified us of your wish to cancel, you have a further 14 days to return the goods to us.

2. Returns window

In addition to your statutory cooling-off rights, we accept returns of unused and unopened products within 14 days of delivery, in their original packaging and saleable condition, for a refund or exchange.

After 14 days from delivery, we are unable to accept returns except where the product is faulty, damaged, or where we have made an error.

3. Items we cannot accept returns on

For health and safety reasons, and in line with regulatory requirements, we cannot accept returns on the following:

•        Medicines, including prescription-only medicines, pharmacy-only medicines, and general sale medicines, once they have been dispensed or supplied. This is a regulatory requirement and we have no discretion on this.

•        Supplements, vitamins and skincare products that have been opened, used, or where the tamper seal has been broken.

•        Vape devices and e-liquid that have been opened or where the seal has been broken, for hygiene and safety reasons.

•        Personal hygiene products, including but not limited to thermometers, breast pumps, intimate health products, where opened or used.

•        Products with a printed expiry date that is within 30 days of return.

These restrictions do not apply where the product is faulty, damaged on arrival, or where we have sent the wrong item, in which case the rules in section 5 apply.

4. How to return an item

1.      Contact us within 14 days of delivery at info@caledonianpharmacy.co.uk or 020 7609 0798. Please include your order number and the reason for return.

2.     We will confirm whether the return is accepted and provide return instructions, including the address.

3.     Pack the item securely in its original packaging, including any included documentation, and post it to us. We recommend using a tracked service, as we cannot be responsible for items lost in transit on the way back to us.

4.    Once we receive the item and inspect it, we will issue your refund or exchange within 14 days.

5. Faulty, damaged or incorrect items

If your item is faulty, damaged on arrival, or you have received the wrong product, please contact us within 30 days of delivery. We will arrange a replacement, refund, or repair at no cost to you, in line with your rights under the Consumer Rights Act 2015.

In these cases:

•        We pay return postage.

•        We provide a prepaid returns label or arrange collection.

•        You are entitled to a full refund, including the original delivery cost, or a replacement at your choice.

Please retain photographs of the damage where possible, as they help us process your claim and improve our packaging.

6. Return postage costs

Where you are returning an item under your right to cancel or for a non-faulty reason, you are responsible for the cost of return postage.

Where the return is due to a faulty, damaged or incorrect item, we cover the cost of return postage.

7. How refunds are processed

Refunds are issued to the original payment method used at checkout. Once your return is received and inspected, we will process your refund within 14 days. Most refunds appear in your account within 3 to 5 working days of being processed, but timing depends on your bank or card provider.

Where your right to cancel applies under section 1, your refund will include the original standard delivery cost. If you chose an upgraded delivery option (such as FedEx Express), we will refund the cost of standard delivery only, not the upgrade.

Where a return is partial (for example, returning one item from a multi-item order), we will refund only the value of the returned item or items, not the original delivery cost.

8. Exchanges

We are happy to exchange an unused, unopened item within 14 days of delivery for an alternative product or size, where stock allows. Contact us first to arrange this. You will be responsible for the return postage of the original item, and we will dispatch the replacement at standard delivery rates.

9. Sale and discounted items

Sale and discounted items are subject to the same returns policy as full-price items, with the same 14-day window and the same exclusions in section 3.

10. Your statutory rights

This policy does not affect your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For more information about your consumer rights, you can contact Citizens Advice or visit gov.uk.

11. Contact us

If you have any questions about returns or refunds, please contact us:

•        Email: info@caledonianpharmacy.co.uk

•        Telephone: 020 7609 0798

•        Post: Caledonian Pharmacy, 486a Caledonian Road, Islington, London N7 9RP

Last updated: April 2026.