Refund policy

At PharmaFoot UK, we want you to feel confident with every purchase. If your order is not quite right, this policy explains how to request a return, refund, exchange or cancellation.

1. Contact Information

Store Name: PharmaFoot UK
Business Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Customer Support: support@pharmafoot.co.uk
Customer Service Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. UK time

We aim to respond to customer enquiries within one business day.

Owned and Operated by: PURPLE YELLOW LTD
Company number: 17418502

2. Order Fulfilment and Return Location

PharmaFoot UK serves customers within the United Kingdom. The location from which your order is dispatched may differ from the designated return address.

When you contact us about a return, our team will provide the correct return address and instructions.

Please do not send products to a business address or the address shown on your parcel unless our support team has confirmed that it is the correct return location. Sending your return to the wrong address may delay or prevent us from processing it.

3. Our 30-Day Return Period

You may request a return under our voluntary return policy within 30 days of the date your order is delivered.

To qualify for a change-of-mind return under this policy, the product must:

Be unused, unworn and undamaged.
Be in its original condition and packaging.
Include all original accessories, manuals, components and tags.
Be accompanied by proof of purchase, such as your order number or receipt.
Have any applicable hygiene seal intact.

For footwear, please try items on indoors on a clean surface to check the fit.

These conditions apply to our voluntary return policy. They do not limit your statutory rights to inspect goods, cancel eligible online purchases or obtain a remedy for faulty, damaged or incorrectly supplied products.

4. How to Start a Return

Please contact us through our Contact Us page and include:

Your full name.
Your order number.
The product you would like to return.
The reason for your return, to help us assist you.
Clear photographs or videos where possible if the product is damaged, faulty or incorrect.

You do not need to give a reason when exercising your statutory right to cancel an eligible online purchase.

Our team will review your request and provide return instructions, including the designated return address and any return reference required.

Carefully package your product to protect it during transit and include all relevant accessories and materials. Please retain your proof of postage and share the tracking details with us.

For returns under our voluntary 30-day policy, please dispatch the product within 14 days of receiving return instructions. For statutory cancellations, you must normally return the goods within 14 days of notifying us that you wish to cancel. You do not need our approval to exercise that right.

5. Return Reasons and Shipping Costs

Incorrect, damaged or faulty products

If you receive the wrong product, or your item arrives damaged or faulty, please contact us as soon as possible. Where possible, include photographs of the product, packaging and the issue.

We will assess the problem and arrange an appropriate refund, replacement or repair, taking account of your statutory rights. We will cover the necessary return shipping costs for products confirmed to be damaged, faulty or incorrectly supplied.

Please contact us before arranging your own return shipping so we can provide a suitable return method.

Change-of-mind returns

If you ordered the wrong item, selected the wrong size or no longer wish to keep your purchase, you are responsible for the direct cost of returning it.

We recommend using a tracked shipping service and retaining proof of postage. Please package the item securely, as loss or damage during a customer-arranged return may affect your refund where permitted by law.

If we arrange a collection or provide a prepaid return label, please follow the instructions supplied by our team.

6. Restocking Fees and Refund Deductions

We do not apply a standard restocking fee to eligible returns.

For eligible statutory cancellations, you may inspect the product as you would reasonably be allowed to in a shop. Where permitted by law, we may reduce your refund if handling beyond what is necessary to establish the product’s nature, characteristics and functioning has reduced its value.

Any deduction will be explained to you. No deduction will be made for a fault or damage that was present when the product was delivered.

7. Refund Processing

Once we receive your return, we will inspect it and email you to confirm the outcome.

For returns under our voluntary 30-day policy, approved refunds will be issued to your original payment method within 7 days of completing the inspection.

For eligible statutory cancellations, we will issue the refund without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.

For faulty goods, refunds will be made within the applicable legal timeframe.

Your bank, card provider or payment service may require additional time to display the funds after we issue your refund.

Original delivery charges

If you cancel your entire eligible online order under your statutory cancellation rights, we will refund the cost of our least expensive standard delivery option. Any extra amount paid for express or upgraded delivery is not normally refundable.

For change-of-mind returns made solely under our additional voluntary return period, original delivery charges are non-refundable.

Where products are faulty, damaged or incorrectly supplied, we will refund applicable delivery charges as required by law.

8. Exchanges

You may request an exchange for an eligible product within 30 days of delivery, subject to availability.

Please contact us with your order number and the size, colour or replacement product you would like.

Products returned for a change-of-mind exchange must meet the conditions of our voluntary return policy. You are responsible for return shipping where the exchange is due to a change of mind or an incorrect size or variant being selected.

Replacement products will normally be dispatched after we receive and inspect the original item. We will confirm availability and any applicable delivery costs before proceeding.

If the replacement costs more, you will need to pay the difference. If it costs less, the difference will be refunded to your original payment method.

These change-of-mind charges do not apply to necessary remedies for faulty, damaged or incorrectly supplied products.

9. Order Cancellations

If you wish to cancel an order before dispatch, please contact us as soon as possible and include your order number.

If we can stop the order before it is dispatched, we will cancel it and issue a full refund to your original payment method.

Because orders may be prepared quickly, we cannot guarantee that a cancellation request will stop dispatch. If your order has already been dispatched, you may still exercise any applicable statutory cancellation right or request a return under our 30-day policy.

For most online purchases, you have a statutory right to cancel from the time you place your order until 14 days after the day you receive the goods, subject to applicable exceptions. You then normally have a further 14 days to return them.

10. Items That Cannot Be Returned

The following are excluded from our voluntary change-of-mind return policy:

Products that have been used, worn, altered or damaged after delivery.
Products missing their original packaging, accessories, manuals, components or tags.
Products marked as final sale or non-returnable at the time of purchase.
Gift cards.
Products returned outside our voluntary return period.
Sealed products that are unsuitable for return for health protection or hygiene reasons once their hygiene seal has been broken after delivery.

The hygiene exception applies only where the product genuinely qualifies for that exception. Opening ordinary packaging does not automatically make footwear, foot-care products or massage devices non-returnable.

Final-sale labels and the conditions of our voluntary policy do not remove statutory cancellation rights where those rights apply.

These exclusions do not prevent you from seeking a remedy where a product is faulty, damaged on arrival, not as described or different from what you ordered.

11. Your UK Consumer Rights

This policy is in addition to your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Products must be of satisfactory quality, fit for their intended purpose and as described.

If a product does not meet these requirements, you will normally have a short-term right to reject it within 30 days of delivery and receive a refund. After that period, you may still be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

Our voluntary 30-day return period does not mean that your rights relating to faulty products end after 30 days. Original packaging, an intact hygiene seal or prior return approval is not a condition of exercising your statutory rights for faulty goods.

Where any part of this policy conflicts with a mandatory consumer right, the applicable law takes priority.

Questions?

If you need help with a return, refund, exchange or cancellation, please visit our Contact Us page. Include your order number so we can assist you promptly.