This refund policy applies to all purchases made on hemipharmauk.uk, the official UK website for Hemi Pharma pharmaceutical products. It sets out your rights regarding returns, refunds and lost orders and should be read alongside our terms and conditions and shipping policy. This policy was last updated in May 2026.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013 you have the right to cancel an order within 14 days of receiving it without giving a reason. To exercise this right, notify us by email within 14 days of receipt of your order. Your email must clearly state your order reference number and your intention to cancel.
Once we have received your cancellation request, you have a further 14 days to return the products to us. You are responsible for the cost of returning goods. We will process your refund within 14 days of receiving the returned products, using the same payment method used for the original purchase where possible.

Sealed Products

Due to the nature of the products sold on hemipharmauk.uk, we are unable to accept returns of any product where the original packaging seal has been broken, where the QR verification code has been removed or damaged, or where the product shows signs of use or tampering. This exception applies under Regulation 28(3) of the Consumer Contracts Regulations 2013, which permits traders to exclude the right of withdrawal for sealed goods not suitable for return due to health protection or hygiene reasons. Products returned in an unsealed or tampered condition will not be eligible for a refund and will be returned to the sender.

Damaged or Incorrect Orders

If you receive a product that is damaged in transit or that does not match what you ordered, contact us within 48 hours of delivery with your order reference number and a clear photograph of the issue. We will arrange a replacement or full refund at our discretion depending on the nature of the problem. We do not require damaged goods to be returned in cases where the damage is clearly evidenced by photograph.

Lost Orders

If your order has not arrived within five working days of your despatch confirmation, contact us with your order reference number. We will investigate with Royal Mail on your behalf. If an order is confirmed lost in transit we will reship the complete order at no additional cost. We do not offer cash refunds in lieu of reshipping for orders confirmed lost in transit.
If your tracking information shows your order as delivered but you have not received it, contact us within 48 hours of the stated delivery time. We will raise an investigation with Royal Mail immediately and keep you updated on the outcome.

Change of Mind

We are unable to offer refunds or exchanges for change of mind purchases on sealed products once an order has been despatched. If you wish to cancel an order that has not yet been despatched, contact us immediately by email with your order reference number. We will make every reasonable effort to prevent the order from being despatched, though we cannot guarantee cancellation once an order has entered the despatch process.

Refund Processing

Approved refunds are processed within 14 days of the refund being agreed. Refunds are issued using the same payment method as the original purchase where possible. Bitcoin refunds are issued at the exchange rate applicable at the time the refund is processed, not the rate at the time of the original purchase. Bank transfer refunds are made to the account from which the original payment was

Consumer Rights Act 2015

In addition to your rights under the Consumer Contracts Regulations 2013, your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. If a product is faulty, not as described or not fit for purpose, you are entitled to a repair, replacement or refund depending on the circumstances and the timeframe in which the fault is reported. Faulty product claims must be reported to us by email with your order reference number and supporting evidence within a reasonable timeframe.

How to Contact Us

To initiate a return, report a problem with your order or request a refund, contact us via the contact page with your order reference number and full details of your query. We aim to respond to all refund and return queries within one working day.

Related Information

For full details on despatch and delivery including tracking information, see the shipping policy. For the full terms governing purchases on this site, see our terms and conditions. For the legal status of products sold on this site, see the legal disclaimer. For information on how we handle your personal data, see the privacy policy. For any questions, visit the contact page.