Returns & Refunds Policy

This Returns & Refunds Policy applies to the purchase of non-medicinal products only from Complete Care Pharmacy.

Prescription medicines and pharmacy-only medicines are not sold online.

Nothing in this Policy affects your statutory consumer rights under Irish and EU law.

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1. General Returns Policy

Due to the nature of pharmacy retail, we can only accept returns for products that are defective.

We do not accept returns for:

• change of mind
• unwanted items
• opened or used products
• personal care, cosmetic, or hygiene items
• gift cards

unless the product is faulty or defective.

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2. Defective or Damaged Products

If a product:

• is defective, or
• arrives damaged

please contact us within 5 days following delivery.

When contacting us, please provide:

• your order number
• a description of the issue
• photographs where appropriate

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3. Remedies for Defective Products

Where a product is confirmed to be defective, we will, at our discretion and in accordance with your statutory consumer rights, offer one of the following remedies:

• a replacement product, or
• a refund to the original payment method

The remedy offered will depend on factors such as product availability and the nature of the defect.

Where a replacement is not possible or would cause unreasonable delay, a refund will be provided.

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4. Returns Process

• All returns must be accompanied by proof of purchase.
• Items must not be returned without contacting us first.
• Once a return is approved, we will provide instructions on how to proceed.
• We recommend retaining proof of postage for any returned items.

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5. Items Damaged in Transit

Responsibility for goods remains with us until they are delivered to you.

If an item is damaged in transit:

• please contact us directly to report the damange. Please include images of the product.
• any returns received by Complete Care Pharmacy without notification will not be processed.

Any claims with An Post or other delivery providers will be handled by us.

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6. Non-Delivery Claims

If you believe your order has not been delivered, please contact us as soon as possible and no later than 5 days from the expected delivery date.

When reporting a non-delivery, you may be asked to:

• confirm your delivery address
• provide your order number
• cooperate with any investigation carried out with An Post

Where An Post confirms that an order has been delivered to the address provided, we reserve the right to rely on that confirmation when assessing the claim.

If an order is confirmed as lost in transit, we will, in accordance with your statutory consumer rights, offer an appropriate remedy, which may include a replacement or a refund.

This timeframe does not affect your statutory consumer rights.

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7. Refunds

• Refunds will be issued to the original payment method used for the purchase.
• Approved refunds will be processed within a reasonable timeframe.
• The time taken for a refund to appear in your account may depend on your payment provider.

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8. Items Not Eligible for Return

The following items are not eligible for return, unless defective:

• opened or used products
• personal care, cosmetic, or hygiene items
• gift cards
• items damaged due to misuse, neglect, or failure to follow product instructions

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9. Contact Us

If you have any questions about this Returns & Refunds Policy or need to report an issue with an order, please contact: