Refund and Returns Policy

At mypharm24.com, we always strive to resolve any complaint for your peace of mind.

1) Warranty period

1.1

We generally provide our customers a 24-month warranty period starting from the date of receipt of the goods by the buyer.

1.2

This warranty period may be longer or shorter depending on the usage period indicated on the product packaging. The warranty period is limited to the date of consumption.

  • 1.2.1 The consumption date is often marked on the packaging as “best before”.
  • 1.2.2 This indication should not be used if the minimum durability exceeds 30 months.
  • 1.2.3 In such cases, the packaging usually shows an open cream jar symbol.
  • 1.2.4 The symbol indicates how long after opening the product can be safely used.
  • 1.2.5 The most common are “12M” or “24M” – meaning 12 or 24 months after opening.

1.3

In the case of a complaint about the product, the warranty period is automatically extended for the duration of the complaint process.

1.4

In case of an exchange, the replacement product will carry the original warranty period.

2) Cases subject to appeal

2.1

The customer has the right to appeal if the received item is not in accordance with the contract and/or shows defects preventing normal use.

2.2

The customer must inspect the goods upon receipt to detect any visible defects or damages and immediately inform the seller if any are found.

2.3

If the goods are received from a carrier, the customer must check the package integrity. In case of visible damage, notify the carrier immediately.

2.4

If the shipping container shows signs of unauthorized intrusion or damage, the customer should refuse the delivery. The parcel must be returned to the seller, who will replace it at their expense as soon as possible.

3) How to report a complaint

3.1

We recommend contacting us first via phone or email to find the best possible solution to your issue.

3.2

Products can be returned or delivered directly to our suppliers in one of the following ways:

  • 3.2.1 Personally to: Unit Q35, Astbury Road, London, SE15 2NL, UK or Hostivařská 92/6, 10200 Praha 10, CZ.
  • 3.2.2 By post to one of the above addresses, with a brief written explanation of the issue.

3.3

Please attach the original or a copy of the receipt/invoice from the online store. If unavailable, provide the order number so that we can verify the purchase.

3.4

To qualify for a refund, the customer must provide contact details (name, surname, phone number, and email address).

3.5

When submitting a claim, the customer may request the desired form of compensation (replacement product, substitute item, discount, refund via voucher, or direct refund). We will do our best to meet this request, though final resolution may be adjusted by agreement.

4) Process and decision on returns

4.1

The seller will inform the customer about the method of complaint settlement within three working days after receipt and provide proof of claim registration.

4.2

The seller has 30 days to resolve the complaint.

4.3

The seller will inform the customer by phone or email upon receiving the complaint, provided contact details are available.

4.4

The supplier may replace or repair the product. If this is not possible, the refund can be issued as a discount, voucher, or direct payment to the customer’s account or card.

4.5

If the claim cannot be resolved within 30 days, the customer is entitled to a new product or a full refund, as agreed.

4.6

If the complaint is deemed justified, the customer is entitled to reimbursement of reasonable costs incurred in connection with exercising this right.

5) When a refund is not possible

The seller declares that the product cannot be refunded in the following cases:

  • 5.1.1 Cosmetic products without an apparent defect but already used cannot be returned for hygienic reasons.
  • 5.1.2 Goods with expired or limited shelf life, if the customer was aware of it at the time of purchase.
  • 5.1.3 Defects caused by normal wear and tear affecting the usability of the product.
  • 5.1.4 Defects caused by incorrect use, improper storage, or mechanical damage.
  • 5.1.5 Damage resulting from external factors or force majeure beyond the seller’s control.

Please note: International deliveries may involve customs clearance procedures beyond our control. Customers are responsible for ensuring that ordered items are permitted in their country.

Important notice: Medicines are not subject to return or exchange, even if unused and packaging remains intact. This restriction follows European health and safety regulations.

Return Policy

The return of medicines is not possible, as they belong to the category of non-refundable goods in Europe.
Cancellation of a purchase is possible only before order processing and must be submitted via email:
pharm@mypharm24.com.

Please include your order number and the product article you wish to cancel.
Refunds are processed at 100% to the payment method specified in your request.