Order by 3PM Monday to Friday
Returns Policy
We aim to provide excellent customer service at all times, and we hope you are happy with both your purchases and the level of service provided.
However, if you have a concern regarding your purchase, please do not hesitate to contact us via email at sales@grampianhealthstore.co.uk, or by telephone at 01224 590886.
How long do I have to make a return?
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations of 2013 state that you are entitled to change your mind and return your purchase within 14 days of receiving your goods for a full refund, so long as the goods are sealed and in their original condition.
You have up to 30 days from receipt of your purchase to report any faults or damage to an item to qualify for a refund.
Should we be unable to replace or repair the faulty item within 1 month after being informed, you will qualify for a full refund.
If you are dissatisfied with your purchase, our returns policy allows you 30 days to report your concern for consideration.
The customer has a 'Duty of Reasonable Care' to ensure that any returned item arrives back to us in its original condition.
What can I return?
We accept returns for both defective and non-defective products provided they meet the conditions below.
You can return any unopened (sealed) item within 14 days of receiving your order if you change your mind. Items must be in a resellable condition. We do not accept returns of unsealed personal care items, perishable goods, or short shelf-life items (e.g. some fresh or chilled products).
Faulty or damaged products can be returned within 30 days of receipt, even if opened. Please report any issues as soon as possible so we can resolve them promptly.
How do I contact you?
You can call us on 01224 590886 or email sales@grampianhealthstore.co.uk to report your concern.
Where should I send my return?
Please return all items to:
E-Commerce Returns
Grampian Health Store
34 Market Street
ABERDEEN
AB11 5PL
Returns can also be made in person at 34 Market Street, Aberdeen.
What returns documentation do I need to send?
Attach a copy of your WebOrder reference number along with your name and the delivery address of your order.
What refunds/charges will apply?
If you change your mind within 14 days of receiving your purchase, all items will be refunded in full (except unsealed products such as those listed above, and items with short shelf life e.g. some fresh or chilled goods). You will be responsible for the cost of returning the goods to us. We aim to be reasonable and fair with our refund policy and encourage you to contact us with any refund queries.
We recommend using a tracked service and retaining your tracking number until your refund is processed.
If you are returning faulty or damaged goods within 30 days of receiving your purchase, all items will be refunded in full, including any postage charges, provided the items are sent via 2nd Class Royal Mail or another agreed method.
When will I receive my refund?
Refunds will be processed within 7 days of receiving your returned goods.
It can take up to 7 days for the funds to be refunded to your payment method.
Refunds will only be made to the card or PayPal account used to pay the original order.
This policy is effective as of 7th March 2025. We adhere to UK Consumer legislation – The Consumer Rights Act 2015 and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Grampian Health Store reserves the right to review and change this policy.