We hope you’ll love your AproDerm® order however, if you’re not entirely satisfied, you’ll find details of our returns policy below.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you 14 calendar days from the date you received or collected your complete order to notify us of items you are not completely happy with. We must receive any item you return to us within 14 calendar days of your notification to us of your intention to return the items. Orders cancelled under these Regulations are entitled to a refund of any standard postage paid for the delivery of your order, but you are responsible for any postage incurred in returning the items you wish to cancel to us. Unfortunately, we do not refund postage on return of part orders.
Items must be returned in the condition you received them, unused, in their original packaging and keeping any tamper-evident, hygiene or health seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health, hygiene or tamper-evident reasons (unless these items were damaged or faulty when delivered to you or have been incorrectly delivered).
We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged.
Unfortunately, we aren’t able to exchange items. Unless faulty, products which have been opened cannot be refunded or exchanged.
This does not affect your statutory rights.
All returns are evaluated before being processed.
Return by post
You can easily return all or part of your order by post, just follow these instructions;
- On the Delivery Note received with goods enter the quantity returned in the Returns Column
- Add in the correct reason for the return (see key at bottom of the page)
- Place the completed Delivery Note, along with the items that you are returning inside the parcel.
To return items by post please repackage them carefully and return them to:
AproDerm® Customer Returns
60 Lichfield Street
Once we receive your returned items we will process your refund and send you an e-mail to notify you when this has been completed. Please allow up to 5 – 7 working days (depending on your cardholder) from receipt of this email for this credit to appear on your account. Refunds are credited to the original card you paid with. We will refund any standard postage paid for delivery of your order on orders returned in full. Unfortunately, we do not refund postage on return of part orders or any postage incurred in returning the items you wish to cancel to us.
If you have any further questions regarding the return of your items please contact our Customer Services team via email: [email protected] or by calling 0121 661 4615 during our opening hours (Monday-Friday 09:00-17:00).
Damaged and Faulty Items
The Consumer Rights Act 2015 allows you to claim a refund on faulty goods within 30 days of receipt. In some cases we may offer to replace the item free of charge: if the first replacement item we supply also turns out to be faulty then you can claim a refund at this point, which includes the price you paid for it plus any postal charges.
Unfortunately, you cannot return anything that has a hygiene or tamper-evident seal that has been broken. You have the right to reasonably inspect your items as you would in a shop, but you cannot return items that you have used, unless you are returning them because they are damaged or faulty.
Our maximum liability for our failure to fulfil an order that we are legally bound to fulfil will be limited to the price paid by you for that order.