Refund & Returns Policy

Refund & Returns Policy

At Cohen Pharmacy, customer satisfaction and safety are at the heart of everything we do. We strive to provide genuine, high-quality medicines and healthcare products, delivered quickly and securely to your door.

However, we understand that sometimes an order may not go as planned. This policy explains when and how you can request a refund or return.

Eligibility for Returns

Because we sell pharmaceutical and healthcare products, strict health and safety laws prevent us from accepting returns on opened, used, or unsealed medicines. This is to ensure that every product we dispatch meets the highest safety and hygiene standards.

We only accept returns if:

  • The product arrived damaged or defective.

  • You received the wrong product or dosage.

  • The product was missing from your order.

  • The item is still sealed, unused, and in its original packaging.

If your order meets one of these conditions, please contact us within 7 days of receiving your delivery.

How to Request a Refund or Return

To initiate a return or refund, please follow these steps:

  1. Email our support team at info@cohenpharmacy.com within 7 days of delivery.

  2. Include your order number, the product name, and a brief description of the issue.

  3. If the item is damaged or incorrect, please include clear photos of the packaging and product.

  4. Our team will review your request and guide you through the return or refund process.

Once your claim is approved, you will receive full instructions on how to send the item back (if applicable).

Refund Process

  • Approved refunds will be issued to your original payment method.

  • Refunds are usually processed within 5–10 business days after we confirm your claim.

  • In some cases, we may offer a replacement product or store credit instead of a refund, depending on the situation.

Non-Refundable Items

Please note that refunds cannot be issued for:

  • Opened or used medicines

  • Products returned without prior approval

  • Orders placed by mistake once dispatched

  • Delays caused by courier or postal services beyond our control

Damaged or Faulty Products

If your item arrives damaged or defective, contact us immediately at info@cohenpharmacy.com.
We will prioritise your request and arrange for a replacement or refund as quickly as possible.

Cancellations

If you need to cancel an order, please do so within 2 hours of placing it. Once your order has been processed or dispatched, it cannot be cancelled.

Our Commitment

At Cohen Pharmacy, we are committed to fairness, transparency, and exceptional service.
We value your trust and will always do our best to resolve any issue quickly and professionally.

For any questions about our Refund & Returns Policy, please contact us at:
info@cohenpharmacy.com

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