Refund policy

If for any reason you are not happy with your purchase, you may return any unopened and unused items to us within 14 days of receipt for a refund*, exchange or replacement.

To be acceptable for return items should be unused, unopened and have any original seals intact.

GB and Northern Ireland return procedure

  • Please contact us by sending an email to customerservice@ferndalepharma.co.uk. You need to state your order reference number from your email acknowledgment, the products you want to return, as well as your name and the reason for returning the goods.
  • We will email you back within 72 hours to authorise your return and provide you with our Freepost returns address via the Royal Mail.
  • Please include a note which states your name and order number (e.g. CL#99999) within the parcel.
  • Ensure that you re-package the parcel using strong packaging and ensure it is sealed securely to avoid damage during transit.
  • Please ensure that our address is clearly stated on the outer packaging.
  • Our returns address is:
    Freepost FERNDALE PHARMA
    LS23 7FX
  • Please ensure FERNDALE PHARMA is in capital letters
  • Request a proof of postage. Without this, you will be unable to make a claim, should your parcel go missing.
  • Our Freepost address insures you for up to £50, should your return exceed this, please increase the insurance should you wish at your cost.

Please allow up to 10 working days (excluding weekends and Bank holidays for any refunds, exchanges and replacements).

*If you require a refund, we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen). 

Any refunds will be made by the original purchase method.

If your products are damaged or faulty when you receive them, please contact Customer Service by email customerservice@ferndalepharma.co.uk or on 0800 0195322 within 48 hours of receiving your order. A member of the customer care team will help you and work out the best solution for you.