Returns & Cancellation

Cancellations & return of unwanted items - cooling off period
It is your responsibility to contact Direct Chemist by email or phone to advise us of your intention to return or exchange any item(s) within 7 days of receipt of them. After this date, it falls solely within the discretion of Direct Chemist if a return or exchange will be accepted. Once notified, all items should be received at Direct Chemist within 30 days from the date of delivery for this condition to apply. Please note that, once opened and or used, products cannot be returned to us for a refund. In addition products of a medicinal, cosmetic or personal care nature cannot be returned due to reasons of hygiene. We will not refund your order unless the item/(s) are in saleable condition upon return. You will be liable for the cost of returning items to us. Please note that if the item has already been shipped from our warehouse a £5 handling charge will also apply. Your statutory rights are not affected.

Return a damaged, faulty or incorrect item
Our Returns System will guide you through the returns process and provide you with a personalised return label.

If the item was damaged in transit
If you take delivery of a Direct Chemist package and the contents have been damaged in transit, you can return the item(s) to us within 30 days of receipt for exchange. Please visit our Returns System and print out a personalised return label for your item.

If the item is faulty (within 30 days of receipt)
Within 30 days you can return your faulty item for exchange. Please return all packaging that accompanies your item as this may be needed should there be a fault. You may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you (click here to see a list of manufacturers). If you choose to return the item to us, please visit our Returns System (within 30 days of receipt) so we can review your request.

If the item becomes faulty (after 30 days of receipt)
Please keep all the warranty information that accompanies your item as this may be needed should there be a fault. If you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. Click here to visit our manufacturers list.

You should visit the step by step process within our returns system to submit returns. To help us process returning goods, we would be grateful if you could supply details of your order number, name, date of order and goods return authorisation code (provided by customer services once your request has been approved).

If the item is returned without a goods return authorisation code we will be unable to offer an exchange. You will also be liable for the cost of re-delivery and our processing fees (which may exceed the original cost of delivery). We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. Direct Chemist will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recover our fees and expenses from you.