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Returns and Cancellation Policy

We hope you will be happy with any Oxford Online Pharmacy Product & Services You order from us but if you are not entirely satisfied, you will find details of our returns policy below.

You can cancel a Contract with us at any time. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how We are performing and when you decide to end the contract.

Oxford Online Pharmacy Services:

Where any Oxford Online Pharmacy Services are being performed, although You can cancel them, if they are completed in part or in whole, You will be liable for the costs for what has been performed. If they are performed in part only and You have paid in full in advance, You will be entitled to receive a part refund within thirty (30) days. If You cancel them within the first 14 calendar days of ordering them and they have not been performed, You will receive a full refund.

Products & of Non-Prescription-Medicines:

Where You have ordered Products or Non-Prescription Medicines, You can cancel, return them to Us and get a refund if You simply change Your mind about them provided You let Us know within 14 calendar days from the date You received or collected Your complete order that You wish to cancel the Contract between Us. You must return the Products or Non-Prescription-Medicines to Us in the same state they were in when they were delivered to You or collected by You within 14 calendar days of Your cancellation notification to Us (at Your cost).

Note that Products sealed for health protection or hygiene purposes, once these have been unsealed after You receive them cannot be returned for a refund despite You cancelling the Contract within the 14 calendar days cooling off period. They are excluded from the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You can copy the model template 'Cancellation Form' details below.

Prescription-Only-Medicines:

You cannot cancel Your Contract with Us for the dispensing of prescription-only-medicines and refunds will not be given in respect of prescription-only-medicines where You simply change Your mind and they are not wrong, faulty or damaged.

How to Return Items

If Your unwanted items weigh less than 5kg, You can return them either by:

1. by post; or,
2. to your local Frosts Pharmacy in Banbury or Oxford

within 14 days of notifying Us that You wish to return Your items. Please ensure that You take Your items and delivery note with You.

Returns by Post

To return items by post please repackage them carefully and return them to:

Oxford Online Pharmacy, Unit 7 Apollo Park, Ironstone Lane, Wroxton OX15 6AY

Returns to Store

1. To return items to Your local Frosts Pharmacy. Banbury or Oxford, You will need to take Your dispatch note, along with the card You used to make payment, so We can process Your return. You must return your item(s) within 14 days of receipt of Your total order.

Items Over 5kg and Larger Items

If you wish to return an item that is over 5kg, please contact our Customer Services team on 01295 262925 or email  info@oxfordonlinepharmacy.co.uk during our opening hours (Monday-Friday 09.00-17.30, Saturday - 09.00-13.00).

Damaged and Faulty Items

We are under a legal duty to supply Products and Medicines that are in conformity with Your Contract. The Consumer Rights Act 2015 says Products must be as described, fit for purpose and of satisfactory quality. In the unlikely event that You receive a Product or Medicine which is not what You ordered or which is damaged or defective, or the wrong quantity is received, We shall make good any shortage or non-delivery, replace or repair any damaged or defective Product (or Medicine as applicable), or refund to You the amount You paid for the Product or Medicine. During the expected lifespan of Your Product or Medicine Your legal rights entitle You to up to thirty (30) days if Your Products are damaged or faulty.

If You wish to exercise Your legal rights to reject Products or Medicines for these reasons, You must post them back to Us or (if they are not suitable for posting) allow Us to collect them from You unless We inform You that returning or collecting is not necessary. We will pay the costs of postage or collection. Please call Customer Services team on 01295 262925 or email info@oxfordonlinepharmacy.co.uk or write to Us at Frosts Pharmacy, Hardwick Shopping Centre, Ferriston, Banbury, OX16 1XE. This provision does not affect Your statutory rights.

Prescription-Only-Medicines: If You have been provided with the wrong prescription-only-medicines or upon receipt of delivery, the packaging is damaged or could have been tampered with, please let Us know immediately and do not use them. We shall advise You in regards to the appropriate disposal and re-ordering. If You have paid for Your POMs, You will be refunded any amounts due if the prescription-only-medicines are wrong, damaged or faulty. You are not otherwise entitled to cancel an order for a prescription-only-medicine and receive a refund if You simply change Your mind.

Refunds

Your refund will be processed once We receive your returned items. Refunds are credited to the original card you paid with and will take approximately 5-7 working days to be credited to Your account, depending on Your card provider.

We will refund any standard postage paid on orders returned in full. We do not refund postage on return of part order

For further information on:

• Your rights to end a Contract with Us, see Clause 7 of the Service Terms & Purchase Terms;
• How to end the Contract with Us, see Clause 8 of the Service Terms & Purchase Terms;

• If there is a problem with the Product or Medicine You receive from Us, see Clause 10 of the Service Terms & Purchase Terms;

MODEL TEMPLATE CANCELLATION FORM

(Copy  and return this form only if you wish to withdraw from/ cancel the Contract)

Frosts Pharmacy Ltd

Unit 7 Apollo Park

Ironstone Lane

Wroxton

Oxfordshire

OX15 6AY, UK

I hereby give notice that I cancel my Contract of sale of the following Products and Non-Prescription Medicines (NMP):