Delivery & Returns

Returns, Refund and Cancellation Policy
We operate a returns policy for unwanted and faulty goods. Should you need to return any item to us for any reason please contact us first by telephone or e-mail - see our Contact page.
Unwanted Goods
For safety and hygiene reasons, we do not allow the return of medicines and medical aesthetic products unless there has been a transportation / delivery problem i.e. goods that are damaged on arrival. All product efficacy issues should be reported directly to the manufacturer.
Faulty Goods
If any of the goods are faulty we will either refund the cost amount in full or send you a replacement free of charge. All faulty items should be highlighted to us within 7hrs of being delivered and returned to us within 7 working days if we have given you an authorisation code.
Exchanging goods
If you would like to exchange any items please contact us and we will do our best to get your exchanged items to you. Please be aware that you are responsible for the cost of sending the unwanted item back to us and also the shipping costs for sending out the exchange item.
For safety and hygiene reasons, we do not allow the return of medicines and medical aesthetic products unless there has been a transportation / delivery problem i.e. goods that are damaged on arrival. All product efficacy issues should be reported directly to the manufacturer.
Changing or cancelling an order
You have the right to cancel your order before it is dispatched. If your order has already been dispatched we cannot cancel or add anymore items and you will be required to place an additional order.
If you would like to amend your order and the order has not been dispatched we will happily take payment of the extra items and send all items out together.
Will any return costs be refunded?
If you return something because of an error on our part or because it's damaged or defective, we will refund any charges incurred in returning the item to us (either by a personalised pre-paid return label or by refunding your return postage costs.
We'll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

My Payment Card has changed/expired. How will I receive my refund?
We process all refunds to the original card / bank account used when you placed your order. If your card has expired we will send a cheque to cover any refund costs.
When will I receive my refund?
We action all refunds the same day we receive the goods back and it can take up to 3 working days for the refund to show on you card.
Private Prescriptions Any issues must be reported to our Customer Services team customerservices@Springpharm.co.uk within 7 hours upon receipt of delivery with full details. A Returns Request Form must be completed and returned to us within 48 hours via fax or email. Your return will then be under review to determine whether it should be approved or denied. A confirmation email will be sent to you with the decision within 7 working days.

If your return request is approved, this will indicate a pre-authorisation. Springpharm Ltd does not agree to credit or exchange any item(s) until the Returns Department has inspected and confirmed that they are in an adequate condition. Products that fail inspection upon return will be destroyed or returned at the cost of the customer. Please do not send any goods back to us without prior permission.
Wholesale & Signed Orders Any issues must be reported to our Customer Services team customerservies@Springpharm.co.uk within 7 hours upon receipt of delivery with full details. A Returns Request Form must be completed and returned to us within 48 hours via fax or email. Your return will then be under review to determine whether it should be approved or denied. A confirmation email will be sent to you with the decision within 7 working days.

GUIDANCE ON ORDERING ITEMS ON A PRESCRIPTION OR A SIGNED ORDER This guidance is intended to be used as a reference when ordering prescription only medicines or items on a prescription.

Private prescriptions can be written for a patient who requires a medicine or medical device. The items ordered on a prescription are for the patient named on that prescription and should not be used for a different patient. The prescription must be signed by a registered doctor, dentist or independent prescriber. The prescription must meet all the legal requirements of a prescription for it to be valid. When an aesthetic treatment is prescribed and it is intended to be injected into the patient the prescriber must perform a face to face consultation with the patient for that prescription. To place an order please use our website www.Springpharm.co.uk.
SIGNED ORDERS The other way to order a prescription only medicine, which is intended to be used in clinics and not on a specific patient is to use a signed order. A signed order can be issued by a UK registered doctor, dentist or pharmacist. One benefit of signed order is that it will allow a clinic to order large quantities of items which can be stored in the clinic, although all quantities are at the discretion of the responsible pharmacist on that day. Similarly, you can place a signed order by emailing a copy to the pharmacy and then it is a legal requirement for the original signed order to be received within the pharmacy within 72 hours. Nurses are unable to order stock items using a signed order as they are not listed on schedule 17 or 22 of the Human Medicines Regulations 2012. Signed orders can only be issued by UK registered Doctor, Dentists and Pharmacist. The signed order must contain the following information for it to be a complete: • Details of UK Doctor or Dentist • Signature of Prescriber • Date • Purpose of order • Items • Address to be delivered to
A signed order cannot be used to order unlicensed medicine in the UK.