Refund policy
# Returns & Refunds Policy
**Last updated: June 2025**
At ConsorPharm, we take pride in supplying quality products reliably and accurately. If something isn't right with your order, we want to put it right quickly. Please read this policy carefully.
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## 1. Our Commitment
As a wholesale trade supplier, we are committed to ensuring that every order is fulfilled accurately and that goods arrive in good condition. This policy sets out your rights and our obligations when things go wrong.
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## 2. Reporting a Problem
**All issues must be reported promptly:**
| Issue | Reporting Timeframe |
|---|---|
| Damaged goods (transit damage) | Within **48 hours** of delivery |
| Incorrect items received | Within **48 hours** of delivery |
| Short delivery (missing items) | Within **48 hours** of delivery |
| Short-dated or out-of-date stock | Within **24 hours** of delivery |
| Missing or lost delivery | Within **5 business days** of expected delivery date |
To report an issue, please contact us at **accounts@pharmadent.co.uk** with:
- Your order number
- A description of the problem
- Clear photographs of the issue (damaged goods, incorrect products, etc.)
**We cannot accept claims made after these timeframes.**
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## 3. Damaged Goods
If items arrive damaged due to transit:
- Take clear photographs of the damaged packaging and products **before** unpacking further
- Contact us within **48 hours** at info@consorpharm.co.uk
- Do **not** dispose of damaged goods until we have reviewed your claim
- We will arrange a replacement or credit note at our discretion
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## 4. Incorrect Items
If we have sent you the wrong products:
- Contact us within **48 hours** of delivery
- We will arrange for the correct items to be sent and collection of the incorrectly supplied goods at no cost to you
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## 5. Medicines and Healthcare Products — Returns Policy
Due to the nature of pharmaceutical and healthcare products, **we are unable to accept returns** of medicines or health products that have been:
- Opened or tampered with
- Stored incorrectly (outside required temperature or conditions)
- Removed from their original packaging
- Returned without prior written authorisation from us
- Returned more than 7 days after delivery
**We can accept returns or issue credits only where:**
- The product is faulty or defective
- The product was damaged in transit (with photographic evidence)
- We supplied the wrong product in error
- The product is short-dated and this was not communicated at point of sale
**You must obtain a Return Authorisation Number (RAN)** from us before sending any goods back. Unauthorised returns will not be accepted.
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## 6. How to Return Goods
1. Contact **accounts@pharmadent.co.uk** within the applicable timeframe
2. Receive your **Return Authorisation Number (RAN)**
3. Pack goods securely in their original packaging where possible
4. Clearly mark your RAN on the outside of the parcel
5. Use a trackable, insured delivery service (unless we arrange collection)
6. Send to the address provided in your RAN confirmation email
**Cost of return postage:**
- Incorrectly supplied or damaged goods: **We cover the cost**
- All other approved returns: **Your responsibility**
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## 7. Refunds and Credits
Once returned goods are received and inspected, we will process either:
- A **credit note** applied to your trade account (standard)
- A **full or partial refund** to your original payment method (where applicable)
**Processing times:**
- Credit notes: Issued within **3–5 business days** of receiving returned goods
- Refunds: Processed within **5–10 business days** of return inspection
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## 8. Non-Returnable Items
The following cannot be returned under any circumstances:
- Opened or partially used medicines
- Products with broken seals or tampered packaging
- Chilled or temperature-sensitive products (once delivered)
- Items purchased as part of a clearance or end-of-line sale (marked as non-returnable at time of purchase)
- Items returned without a Return Authorisation Number
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## 9. Cancellation of Orders
Orders may be cancelled free of charge **before dispatch**. Once an order has been dispatched, it cannot be cancelled. Please contact us as soon as possible at **info@consorpharm.co.uk**.
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## 10. Contact Us
To report an issue or discuss a return:
**Pharmadent Limited (trading as ConsorPharm)**
Email: accounts@pharmadent.co.uk
Website: consorpharm.co.uk
We aim to respond to all queries within **1 business day**.