Delivery & Returns
We aim to deliver orders within 3 working days to the shipping address provided by you in your order if the shipping address is in the UK. For orders being delivered outside mainland UK, this will be longer and we cannot give a guaranteed delivery time due to the differences between carriers. Delivery timescales are estimates only. If you do not receive your order within 14 days of us confirming your order has been sent you must notify us and we will investigate the non-delivery provided. Orders from outside the UK have varied delivery charges, depending on the particular country. Please note that in some instances you may be required to answer product related questions from our Pharmacist as part of the checkout process. Failiure to answer these will cause delays. Please allow extra time for Pharmacy approved products.
Delivery charges for orders outside the UK will vary.
Express UK Delivery
Please note that Express delivery is only available on orders placed before 1pm (GMT) Monday to Friday in the UK. After 1pm we cannot guarantee express delivery, even if it has been selected. Please note that this is not a guaranteed next day service, but is an expedited delivery option. Products which need to be approved by a pharmacist are not suitable for express delivery.
Notification of errors
You should check the contents of each delivery promptly upon receipt. If you believe that items have been sent to you in error, you should contact us immediately.
Cancellation rights and damaged/faulty items
You have a statutory ‘cooling-off’ right which entitles you to cancel your order within 14 working days of receipt of the goods in your order (certain exceptions apply). You also have rights in respect of items that are damaged on receipt or faulty. Details of these rights and how to exercise these rights are set out in our Returns Policy below.
We hope you will be happy with any items you’ve ordered from us, but 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 item(s). 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, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons.
[The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give us the right to reduce the amount of refund that you receive, in the event that non faulty items being returned are damaged or used in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.]
How to Return Items
If your unwanted items weigh less than 5kg you can return them by post within 14 days of notifying us that you wish to return your items.
Returns by Post
To return items by post please repackage them carefully and return them to:
Frontline Healthcare Ltd
613 Market Street
Items Over 5kg and Larger Items
If you wish to return an item that is over 5kg, please contact our Customer Services team. Either email firstname.lastname@example.org, or call + 44 (0)1706 854854 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 or repair the item free of charge: if the first repaired or 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. This does not apply to items that have failed due to wear and tear. You may have additional manufacturer's warranties with some products, such as electrical items, giving you additional rights and you should check these carefully.
If you believe any of the items you have ordered to be damaged or faulty, please contact our Customer Services team. Either email email@example.com, or call + 44 (0)1706 854854 during our opening hours (Monday-Friday 09:00-17:00) and we will advise you how to return the items.
Your refund will be processed once we receive your returned items. Refunds are credited to the original card you paid with and will take 5-7 working days to be credited to your account, depending on your card provider.
We will refund any standard postage paid on orders returned in full. Unfortunately, we do not refund postage on return of part orders.
If you have paid for your order by PayPal, you can only return your order by post.
Unfortunately, you cannot return prescription medicines, or anything that has a hygiene 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.