Delivery & Returns

Important Terms

If you are unhappy with the item ordered through us, you have a right to return this item to us (under the Consumer Contracts Regulations). It is necessary that the item(s) is(are) returned to us within 14 calendar days from the date you received your order. Such item(s) should be returned unused, in its original packaging along with proof of purchase and in a fully resalable condition.

Item(s) of your order cancelled under these Regulations are entitled to a refund of any standard postage paid for the delivery of your order to us. You can cancel your order before it is delivered to you; otherwise, you will need to follow the returns procedure indicated below.

If you wish to return an item, returned parcels remain the customer’s responsibility until safely received by us. You will need to pay for and organize the return postage, which will not be refunded to you unless the item you wish to return is faulty.

Please note if any goods which form part of a bundle offer are returned for a refund, then the remaining items will revert to their normal catalogue price and you will be refunded accordingly.

We will not refund your postage charge if you wish to return only some of the items of your order and not your complete order.

Medications sold over the counter or under prescription can not be returned or exchanged as per the Medicines Act.

Where to Return Item(s)

It’s mandatory you enclose Return Covering Letter indicating the order number, your name and address, items you are returning and reason(s) for returning the goods. Please ensure you also enclose the delivery note indicating the date you received your order.

Correctly sent returns will be processed quickly without delaying the refund process.

Please carefully pack items you wish to return and send them to:

GOODWILL PHARMACY

4 Trathen Square

Greenwich Millennium

SE10 0BH

Please contact us if you wish to discuss Returns procedure or item(s) you wish to return is over 5 kg. You can email us care@goodwilluk.com  or call us on 0333 772 6162. (Monday-Friday 09:00-17:00, Saturday – 10:00-14:00).

Damaged and Faulty Items

Should within 14 days from the delivery date an item we have supplied is faulty we will replace or repair the item for free or refund the price you paid for it as well as any postage charges paid by you for delivery. This does not apply to items that have failed due to wear and tear. Some products, such as electrical goods, are sold with a manufacturer’s guarantee (or warranty), often for a year giving you additional rights and you should check these carefully.

If any item received is damaged please inform us promptly to avoid misunderstandings.

Please contact us if you believe any of the item(s) you have ordered through us is faulty or damaged. You can email us on care@goodwilluk.com or call us on 0333 772 6162  and we will advise you how to return the item(s). Operating hours: Monday-Friday 09:00-17:00, Saturday – 10:00-14:00.

Refunds for the Returned Items

Upon receipt of your returned items by us, refund process may take 5-7 working days (depending upon your card provider) to be credited to your account originally used to pay for your order.  

We will refund only standard postage amount paid by you to return the item. We will not refund the postage charge if you wish to return only some of the items of your order and not your order in full.

Refunds and Returns Restrictions

We do not accept returns of prescription medicines or anything that has a hygiene seal that has been broken.

In the case that the packaging has been opened for reasons of hygiene, health and safety we are unable to refund or exchange returned products unless they are faulty. This does not affect your statutory rights.

According to The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations we have the right to reduce the amount of refund that you receive, should the item(s) you return (other than faulty items) be damaged or used in any way.

The reduced amount of your refund will depend upon the devaluation of such item(s) due to your use or damage of such item. Please be careful when sending return item(s) to us, as if such item arrives to us in a not resalable condition, reduction may be 100%, which means you will not receive a refund for the price paid by you for the item.

We limit our maximum liability for our failure to fulfil an order that we are legally bound to fulfil to the price paid by you for that order.

NOTHING IN THESE TERMS AND CONDITIONS SHALL AFFECT YOUR STATUTORY RIGHTS.