Returns, Refunds and Feedback
Customer Care
Need Help?
Feel free to submit an enquiry via the form and we will get back to you as soon as possible.
Customer Care
We understand that there may be times when you wish to return an item purchased from us. While not all items are eligible for return, please refer to the policy below for those that can be returned.
Returns Policy for Medicines
Due to UK legislation, we cannot accept returns of any medicines. This includes all medications we sell, such as anti-malaria tablets, over-the-counter pain relief, antihistamines, as well as medicinal creams and liquids.
If you are uncertain whether a product qualifies as a medicine, please contact our customer service team for clarification.
Why We Cannot Accept Returns of Medicines
There are several reasons for this policy:
1. Regulatory Compliance: Medicines are strictly regulated by the UK government, and we must adhere to stringent guidelines regarding their storage, handling, and sale. Accepting returns could put us at risk of violating these regulations.
2. Safety Concerns: The safety and efficacy of medicines cannot be guaranteed if they are returned. Improper use of returned medicines can pose significant health risks, which is why we are required to destroy all returned medicinal products.
What to Do If You No Longer Want a Medicine
If you no longer wish to keep a medicine, you can take it to your local pharmacy for free disposal. Please do not return medicines to us.
For any further assistance or queries, please contact our customer service team.
Return of Unwanted Items (Non-Medicines)
If you wish to return an item that is not a medicine, please notify us within 14 days of receiving your parcel. Once authorization from our customer services team is granted, the return must be received within 14 days. Please note that you will be responsible for the cost of returning the items, even if your original order qualified for free delivery.
Errors or Damaged Items
We apologize if there is an error with your order or if items arrive damaged. In such cases, please contact our customer services team to arrange the return of the faulty or damaged goods. A return label will be provided via email to facilitate the process.
Refused Deliveries
You may refuse delivery only if the parcel arrives damaged. In this case, you must notify our customer services team within 7 days. Refusing a parcel is not an acceptable method for initiating the return of an unwanted item.
Parcels Returned by the Courier
If a parcel is returned to us by the courier without prior authorization, we will attempt to contact you to arrange resending the parcel.
For any questions or assistance, please reach out to our customer services team.
Feedback
At Oushk, we are dedicated to providing exceptional service and quality care to all our customers. We highly value your feedback and complaints, as they are crucial for helping us improve our services and address any issues promptly.
If you have any concerns or feedback, please reach out to us through our designated customer service channels available on our website. You can submit your feedback or complaints via our online form on the ‘Contact Us’ page, by email, or by calling our customer service team.
Upon receiving your complaint, we will promptly acknowledge it and begin an investigation to understand the issue thoroughly. We strive to resolve complaints quickly and effectively, keeping you informed throughout the process. Our dedicated team will provide a resolution or update within a specified timeframe, ensuring that your satisfaction and trust in our services are maintained.
Your feedback is invaluable to us, helping us continuously enhance our offerings and improve the overall customer experience. Thank you for helping us serve you better.
Cancellation Policy for Öushk Pharmacy
At Öushk Pharmacy, we take pride in offering exceptional service and ensuring the prompt delivery of your Prescription Only Medicines (POM). We understand that circumstances can change, and you may need to cancel your order. To help manage this process smoothly and transparently, we have outlined our cancellation policy below.
Cancellation Requests
If you wish to cancel your order, we strongly encourage you to notify us as soon as possible. While we work to process orders efficiently, the timing of your request will determine how we can assist you. Please take the following into consideration:
If your order has already been processed by our team, cancellations will be subject to a £10 cancellation fee. This fee covers the administrative and logistical costs incurred during the processing of your order. Unfortunately, once the order has been processed, it is not possible to reverse or cancel it without incurring these charges.
How to Request a Cancellation
To cancel your order, please contact us directly at info@oushkpharmacy.com. Be sure to include the following information in your request to help us expedite the process:
-Your full name
-Order number
-A brief explanation for the cancellation (optional)
We recommend reaching out as soon as possible to avoid any unnecessary delays or fees. Once we receive your request, our customer service team will review and confirm whether the order can be canceled and if any cancellation fees will apply.
Refund Processing
If a cancellation is successfully processed, any refunds (minus applicable fees) will be issued to the original payment method used at the time of purchase. Please note that refund processing times may vary depending on your bank or payment provider. We aim to process all refunds within 5-7 business days following the confirmation of your cancellation request.
Special Considerations for Prescription Only Medicines (POM)
As Prescription Only Medicines require careful handling and are prepared specifically for individual patients, please note that once a POM order has been dispatched, cancellations will no longer be possible. We advise you to carefully review your order details before finalising your purchase to ensure accuracy and avoid the need for changes or cancellations after dispatch.
At Öushk Pharmacy, we value your business and are committed to providing the highest level of customer care. If you have any questions about our cancellation policy or require assistance with your order, please do not hesitate to contact us at info@oushkpharmacy.com. Our customer support team is here to assist you and will work diligently to resolve any issues or concerns you may have.
Thank you for choosing Öushk Pharmacy for your healthcare needs. We appreciate your understanding and cooperation in adhering to this cancellation policy.
Discount Code Policy
At Oushk Pharmacy, we strive to provide our customers with a smooth and transparent shopping experience. To ensure clarity when using discount codes, please carefully read the following terms:
One-Time Use of Discount Codes:
Discount codes are valid for a single use per order.
Once a discount code has been applied to an order, it cannot be transferred to another order or reapplied.
Changes to Your Order After Applying a Discount Code:If you choose to modify your order after applying a discount code (e.g., adding or removing items), the discount code will not automatically carry over to your updated order.
-For orders with a lower total: If you change your order to an item with a lower price, we will refund the price difference. However, the refund will be based on the price you paid for the original order after the discount was applied. The discount will not be reapplied to the lower-priced item. This means that the refund you receive will reflect the difference between what you originally paid and the price of the new item, excluding the discount
-For orders with a higher total: If your new order total is greater than the original, you will be responsible for paying the price difference, but your original discount will still apply to the revised total.
Key Considerations:-Discount codes cannot be combined with other discounts, promotions, or offers unless explicitly stated
-Discount codes must be applied at checkout. Unfortunately, we cannot apply or retroactively adjust discount codes after an order is completed.
-Discount codes are subject to expiration dates and specific terms outlined in the promotion details.
