REFUNDS & RETURNS

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 01/10/22.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We do not accept products that are intimate or sanitary goods, hazardous materials, medications or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Some health and personal care items

Medicines (GSL, P, POMS).

To complete your return, we don’t require a receipt or proof of purchase, we need you to provide a compelling reason for the return. In case that reason is not convincing, we will still refund you.


Before attempting to return your order, you’ll need to contact our customer service team to request a return authorization number. Without this number, it can be difficult to process your return, meaning it may take longer.


Please note, all information provided to us during purchase or payment needs to be accurate. This includes information such as name and shipping address. You can check all the information provided in the purchase confirmation email sent to the email information provided after you have made your purchase. Shipping costs cannot be refunded if this information is incorrect.

Shipping cost when parcel is returned:


Unfortunately, if a parcel is returned to us due to non-receipt, incorrect/incomplete address details provided at checkout or non-compliance with custom payments (made by the customer). (as explained in our international shipping policy), we are unable to refund shipping costs. You will receive a refund for the products purchased. Delivery progress and custom payment information are displayed on the courier website. You are provided with a tracking number to ensure you are up to date and that your parcel is delivered successfully.


Your statutory rights


Our return policy does not affect your statutory rights.


Right of cancellation


You have the right to cancel this contract within 14 days without giving a reason.


The cancellation period will expire 14 days from the date on which you obtained or a third party other than the carrier and designated by you has actual title to the goods.

To exercise your right to cancel, you must notify us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post).

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted merchandise needs to be in pristine condition with any retail seals intact.


What should I do if I do not receive my order?


Unfortunately, there may be unforeseen circumstances with postman and custom inspection delays (international shipping).


Carefully check the selected shipping at checkout and note that the dates stated are business days. After this time has passed, contact us and we will investigate the issue for you.


We aim to resolve any issues within 21 days of submission. To do this, you need to ensure that we are notified as soon as possible about delivery delays and estimates.
We cannot accept any claims or issues passed 80 days from its dispatch date.

Effects of Cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than:

(a)14 days after the day we receive back from you any goods supplied; or

(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or

(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

What should I do if my item is damaged/missing?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us on hello@thefrenchpharmacy.co. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

Please be advised, we will need photographic proof and information to investigate any loss/damage claims. Without this we cannot investigate with all parties involved. We will not be able to provide refunds or investigate claims without this information and evidence.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this we ask that you contact us on hello@thefrenchpharmacy.co. Please provide details of the fault and where possible attach pictures to your message.

How do I arrange a return?

Please contact our Customer Service team to arrange your return.

We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.

Please package the item securely and ensure our returns form is included inside.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

-If we sent you the wrong item

-If the item is damaged or faulty

-Where you are returning a substitute item which you do not want to keep

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this.

Our shipping policy:

1 – Shipping cost:

Free shipping on online orders to Southeast Asia shipping addresses.

Whenever possible, all orders in Southeast Asia will be processed and dispatched within 24 hours of receipt.

Please note that we will need to wait 21 days from the date of shipment before we can investigate an item’s failure to arrive.

Estimated delivery time in Philippines, Thailand and Vietnam is about 2-5 days. If there is any problem with your order, we will contact you through the order phone number to notify you. You can request your order tracking code to see the status of your order.

2 – Track your order

Once you receive a call confirming your order has been shipped, you will be able to track your delivery progress by requesting your order tracking code from an order confirmation consultant.

For Standard Delivery to all other destinations (3-5 business days), your package is fully trackable. You will be able to track your shipment until it is received by your local postal service when it will be updated with the Local Tracking Number.

3 – Shipping costs when the parcel is returned
 

Unfortunately, if a parcel is returned to us due to non-receipt, incorrect/incomplete address details provided at checkout or non-compliance with custom payments (made by the customer). (as explained in our international shipping policy), we are unable to refund shipping costs. You will receive a refund for the products purchased. You are provided with a tracking number to ensure you are up to date and that your parcel is delivered successfully.

4 – Product Variations

Due to the large quantity and nature of the products, we cannot guarantee that all items are available immediately. We will let you know if any of the items you ordered are not in stock and, if appropriate, recommend an alternative. This does not affect your statutory rights. Delivery is subject to stock availability.

TERMS & CONDITIONS

These terms and conditions (‘the Terms’) govern the users (‘you’ or ‘your’) use of the website SITE URL (‘the Website’) and your relationship with:

Digiphar (trading as www.digiphar.co) whose registered office is at Digiphar Jsc, 205 HVT, HN, VN.

Please read them carefully as they affect your rights and liabilities under law. If you do not agree to these Terms, please do not access nor use the Website. If you have any queries regarding these Terms then please contact us.

1. AGREEMENT
By using the Website you agree to be bound by these Terms.
2. AMENDMENTS
We reserve the right to:

Update these Terms from time to time and any changes will be notified to you via a suitable announcement on the Website. It is your responsibility to check for such changes. The changes will apply to the use of the Website after we have given such announcement. If you do not wish to accept the new Terms you should not continue to use the Website. If you continue to use the Website after the date on which the change comes into effect, your use of the Website indicates your agreement to be bound by the new Terms; and modify or withdraw, temporarily or permanently, this Website and the material contained within (or any part) without notice to you and you confirm that we shall not be liable to you for any modification to or withdrawal of the Website or its contents.

3. REGISTRATION

You warrant that:

the personal information which you are required to provide when you register is true, accurate, current and complete in all respects; and you are not impersonating any other person or entity

The products purchased on this site are for private and domestic use only and are not for re sale. You will notify us immediately of any changes to the personal information by e-mailing or telephoning our customer service representatives at:

4. PRIVACY POLICY

We will treat all your personal information as confidential and will only use it in accordance with our Privacy Policy.

When you shop on this Website, we will ask you to input personal details in order for us to identify you, such as your name, e-mail address, billing address, delivery address, credit card or other payment information. We confirm that this information will be held by us in accordance with the registration we have with the Data Commissioner’s office.

5. PROTECTING YOUR SECURITY

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases.

We take the risk of internet fraud very seriously. With the volume of fraudulent credit card transactions increasing, we make every effort to ensure all orders are thoroughly checked using the information already supplied. There is a possibility we may contact you to make additional security checks and we ask for your co-operation to enable us to complete them. We will not tolerate fraudulent transactions and such transactions will be reported to the relevant authorities.

By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

6. COMPLIANCE

The Website may only be used for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and its use. You agree not to upload or transmit through the Website:

any computer viruses or anything else designed to interfere with, interrupt or disrupt the normal operating procedures of a computer; and any material which is defamatory, offensive or of an obscene character

7. INDEMNITY

You agree to fully indemnify, defend and hold us, and our officers, directors, employees and suppliers, harmless immediately on demand, from and against all claims, losses, costs and expenses, including reasonable legal fees, arising out of any breach of these Terms by you, or any other liabilities arising out of your use of this Website or any other person accessing the Website using your personal information.

8. THIRD PARTY LINKS

As a convenience to our customers, the Website may include links to other websites or material which is beyond our control. For your information, we are not responsible for such websites or material nor do we review or endorse them. We will not be liable, whether directly or indirectly, for the privacy practices or content of such websites nor for any damage, loss or offence caused or alleged to be caused in connection with, the use of or reliance on any such advertising, content, products, materials or services available on such external websites or resources.

9. ORDERS

All orders are subject to acceptance and availability. If the goods ordered are not available, you will be notified by e-mail (or by other means if no e-mail address has been provided) and you will have the option either to wait until the item is available from stock or to cancel your order.

Any orders placed by you will be treated as an offer to purchase the goods or services from us and we have the right to reject such offers at any time. You acknowledge that any automated acknowledgment of your order which you may receive from us shall not amount to our acceptance of your offer to purchase goods or services advertised on the Website. The conclusion of a contract between you and us will take place when we (i) debit your credit, debit card or PayPal account or (ii) dispatch the goods to you or commence the services, whichever is the later.

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be liable for any loss you may suffer if a third party procures unauthorized access to any data provided by you when accessing or ordering from the Website.

You will assume the risk for the products once they have been delivered to the delivery address which you specified when ordering the products. We accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified.

What to do if I didn’t receive my order?

Unfortunately, there can be unforeseen circumstances with couriers and custom check delays (international shipping).

Carefully check the shipping chosen during checkout and keep in mind that the days stated are working days. Once this time has passed, contact us and we will investigate the matter for you.

We aim to resolve any issues within 21 days from the dispatch date. To do this, you need to ensure we are told as soon as possible according to the delivery estimate and delay.

We cannot accept any claims or issues passed 80 days from its dispatch date.

10. CANCELLATION RIGHTS

Where you have purchased the goods or services as a consumer (i.e. for private use as opposed to business use), please note that you are entitled to cancel any contract completed with us within 7 days from the day on which you acquire physical possession of the goods.

If you wish to cancel a contract pursuant to this clause, then please see our Returns Policy for further details of how.

11. PRICE AND PAYMENT

All prices shown are inclusive of VAT (only where applicable – see below) at the current rates and are correct at the time of entering the information onto the system. We reserve the right, however, to change prices at any time without notice to you.

Please note that when shipping goods from outside the Southeast Asia, cross border shipments may be subject to opening and inspection by customs authorities. In respect of all goods dispatched to you to an address outside of the Southeast Asia, you are deemed to be the importer of the goods and must therefore comply with all the laws and regulations of the country into which the goods are being delivered.

Payment can be made by any major credit or debit card or via your PayPal account. Payment will be debited and cleared from your account before the dispatch of your good or provision of the service to you. If payment is to be made via a credit card a pre-authorization value of £0.01 will be held against the card until the card issuer validates the payment.

In the unlikely event that the price shown on the checkout page is wrong, and we discover this before accepting your order in accordance with clause 9, we are not required to sell the goods to you at the price shown. We always try and ensure that the prices of goods shown on our Website are accurate, but occasionally genuine errors may occur. If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If you cancel your order and you have already paid for the goods, then you will receive a full refund.

You confirm that the credit, debit card or PayPal account that is being used is yours. All credit/debit cardholders are subject to validation checks and authorizations by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorize payment to us we will not be liable to you for any delay or non-delivery.

If your credit or debit card payment is not processed successfully for any reason, we reserve the right to reattempt to process payment within 48 hours. In the event that the payment is still unsuccessful, we will give you at least 48 hours’ notice in advance of any further reattempt to process payment by sending an email to the email address you have provided to us. If you do not want us to reattempt to process payment, you must cancel your order in advance.

You may only use one discount code with each order. We reserve the right to reject or cancel any orders where you add more than one discount code to the basket.

We allow you to use discount codes strictly on the terms and conditions upon which they were issued which, amongst other things, may include terms relating to your eligibility to use them and a maximum order value.