Refund and Returns Policy
Overview
We always strive for your highest possible satisfaction, and we hope the product you ordered at Direct Care is what you were expecting. In case you have changed your mind about keeping your Direct Care purchase, please return the item(s) to us in an unused condition, within 30 working days of receiving it. We will process the exchange or refund, as long as the item meets our terms and conditions explained in this policy.
Customers must understand that the returned product should not be damaged or show any signs of wear, and also it should be in its original packing with manufacturer labels still attached. It is important to know that a refund will not be processed if the returned product/item is damaged, washed, or shows any signs of frequent use, the refund will not be processed.
Please Note
Direct Care is unable to accept returns for items below unless they are damaged or faulty:
- Perishable items.
- Baby Milks
- Mixed goods post-delivery that cannot be separated
- Custom-made or personalised items
- Items with broken or removed protective seals (for health or hygiene reasons)
Remember, this does not affect your statutory rights.
Refund Process
Once the returned product/item is back in our warehouse and passed the inspection process, your refunds will automatically be processed.
How to Contact Us When Returning Your Product/Item?
Our customer service team is available between 8am to 8pm to assist you, so feel free to call +441216616357 or email customersupport@direct-care.co.uk. If you choose to reach out through email, you are advised to provide all the necessary details of your return request, including:
- First and last name
- Order Date
- Order number
- Date of delivery
- Address (including postcode)
- Telephone number
- Reason for refund
As soon as you notify us that you want to return the product/item(s), a return label will be created and sent to you. You will be requested to send the parcel to our warehouse at the address below and within 30 days of your notice:
Returns & Complaints Policy – Pharmacy Medicines Only
Direct Care Ltd – Online Pharmacy | Last Updated: June 2026
Introduction
This policy explains how returns, refunds, and complaints are handled for Pharmacy (P) medicines purchased from Direct Care Ltd through our online pharmacy service.
We operate as an online pharmacy supplying Pharmacy medicines (P medicines) only.
Medicines Return Policy
2.1 Pharmacy (P) Medicines
For safety, hygiene, and regulatory reasons:
- ✕All Pharmacy medicines (P medicines) supplied once dispensed and dispatched cannot be returned, refunded, or reused, even if the packaging is unopened.
- ✕Medicines are regulated healthcare products and cannot be reintroduced into supply once they leave pharmacy control.
- ✕This policy is in line with UK pharmacy safety standards.
2.2 Exceptions – When We May Offer a Refund or Replacement
A refund or replacement may only be provided in the following cases:
- ✓The incorrect medicine was supplied due to our error
- ✓The medicine was damaged during delivery
- ✓The order was cancelled before dispensing and dispatch
- ✓The item supplied is incorrect compared to what was ordered
In such cases, you must contact us immediately.
2.3 Unwanted Medicines
For patient safety reasons, we cannot accept returns of unwanted medicines, even if they are unopened and unused.
Refund Policy
Where a refund is approved:
Payment Method
Refunds issued to the original payment method
Processing Time
5–10 working days depending on your bank
Delivery Charges
Non-refundable unless the error is on our side
Delivery Issues
Complaints Procedure
We aim to provide a safe, professional, and high-quality pharmacy service. If you are not satisfied with our service, you may make a complaint.
5.1 How to Make a Complaint
You can contact us via:
Email: customersupport@direct-care.co.uk
Website Contact Form
Please include:
- Full name
- Order number
- Details of the issue
5.2 Complaint Handling Process
We will acknowledge your complaint within 2 working days
A full investigation will be carried out by a senior member of staff or pharmacist
We aim to respond within 10 working days
If further time is required, we will inform you and provide updates
Escalation
If you are not satisfied with our response, you may escalate your complaint to:
General Pharmaceutical Council (GPhC)
www.pharmacyregulation.orgPatient Safety Statement
Contact Details
Direct Care Ltd
Direct Care Warehouse address: Spacebox Business Park Unit 38A, Plume Street, B6 7RT, Birmingham, United Kingdom.
Upon receiving the returned product/item back to our warehouse and conducting the inspection process, the total purchase price will be refunded to your original payment option. Normally, the refund process will take up to 3-4 working days, and this may depend on the bank’s handling time.
An Exchange Instead Of A Refund
At Direct Care, we do offer exchange facilities on products/items that are quality for exchange. If you are returning your items, keep in mind that we will collect your unwanted item in its original packaging when we deliver the new one, this means NO delivery charges for your exchanged product.