At The UK Royal Store, we aim to make our refund and returns terms clear and easy to understand. This page outlines the conditions for refunds, order cancellations and issues involving damaged or incorrect items.

Refund Eligibility

Refund eligibility depends on the type of product purchased, the circumstances of the order and applicable UK consumer protection laws. Some pharmaceutical products may be subject to specific restrictions on returns and refunds for health and safety reasons.

Any refund request will be assessed according to the relevant terms and legal requirements.

Returns and Exchanges

Due to the nature of pharmaceutical products, returns and exchanges may be restricted for certain items. Medicines that have been supplied may not be eligible for return in some circumstances.

If you have received an item that is damaged or different from what you ordered, please contact our customer support team for assistance.

Damaged or Incorrect Items

If an order arrives with damaged packaging or contains an incorrect item, please report the issue to our customer support team.

When contacting us, provide your order reference and a clear description of the problem. Any available supporting information may help us review your enquiry and determine the appropriate next steps.

Refund Request Process

To enquire about a refund, you can follow these steps:

• Contact our customer support team through the website.
• Share your order reference and the reason for your request.
• Provide any relevant details about the order or product.
• Wait for our team to review your enquiry and explain the available options.

Approved refunds will be handled in accordance with the applicable refund terms and payment provider procedures.

Refund Timescales

Refund processing times can vary depending on the payment method, the circumstances of the request and the relevant financial institution. Once a refund has been authorised, the time taken for the funds to appear may depend on your bank or payment provider.

Cancelling an Order

Customers who wish to cancel an order should contact our support team as soon as possible. Whether cancellation is possible may depend on the order’s processing or dispatch status and applicable legal rights.

Your statutory cancellation rights, where applicable, will not be affected by this policy.

Terms and Conditions

All refund and return enquiries are subject to applicable terms, product-specific requirements and UK consumer protection legislation. Nothing in this policy removes or restricts any rights that customers have under applicable law.

Customer Support

For questions about refunds, returns or order-related concerns, please contact The UK Royal Store through the contact information available on our website.