Delivery, returns and refunds
This page covers orders from our online shop, our free NHS prescription delivery, and payments for appointments at Fusion Pharmacy, Unit 3 Swinford Avenue, Leicester, LE2 9RW. Fusion Pharmacy is operated by Pen Garva Ltd (company number 14384073).
Online shop: delivery
- We deliver to addresses in the United Kingdom.
- Orders are processed Monday to Friday, excluding bank holidays. Orders placed before 2pm are normally dispatched the same working day; later orders, and orders at weekends or on bank holidays, are dispatched the next working day.
- We send orders by Royal Mail Tracked 24 (aim: next working day after dispatch) or Tracked 48 (aim: 2 to 3 working days after dispatch). Delivery times are Royal Mail's estimates and can't be guaranteed.
- Any delivery charge is shown at checkout before you pay.
- Some medicines need a pharmacist's check before dispatch, which can add a little time. We'll contact you if we need more information.
- If your order hasn't arrived when expected, contact us and we'll investigate with Royal Mail. Please check your address carefully at checkout, as we can't be responsible for delays caused by an incorrect address.
Full details: shipping policy.
Online shop: returns
- You can request a return within 30 days of receiving your order. Items must be unused, in their original unopened packaging with seals intact, and with proof of purchase.
- Please email sales@fusion-pharmacy.co.uk before sending anything back. Returns go to Fusion Pharmacy, Unit 3 Swinford Avenue, Leicester LE2 9RW.
- For safety reasons we can't accept returns of prescription medicines, or of pharmacy and over-the-counter medicines once dispatched, unless they are faulty, damaged or supplied in error. Opened healthcare or personal care products, perishable goods, personalised items and gift cards can't be returned either.
- If your order arrives damaged or faulty, or you receive the wrong item, contact us as soon as possible and we'll put it right.
- We don't offer direct exchanges. Return the eligible item and place a new order.
Online shop: refunds
Once we've received and checked your return, we'll let you know whether your refund is approved. Approved refunds are made to your original payment method within 10 business days; your bank may take a little longer. If it has been more than 15 business days since approval, please contact us. Full details: refund policy.
NHS prescription delivery
Our NHS prescription delivery is free. See prescriptions for how to join.
Appointments
- You pay at the pharmacy at your appointment, not when you book online, so there's nothing to refund if you cancel. Please cancel using the link in your confirmation email, or call us, so we can offer the time to someone else.
- Some services have a first fee that is refunded or credited, as shown on each service page: the £25 travel consultation is refunded if you're vaccinated at the same visit, the £20 ear wax check-up is refunded if wax is removed, and the £25 weight management consultation is deducted from any treatment we prescribe and supply.
- If you're unhappy with a service, please tell us. See feedback and complaints.
Contact us
Online shop orders: sales@fusion-pharmacy.co.uk. Anything else: info@fusion-pharmacy.co.uk. Phone: 0116 277 0817. Your statutory rights are not affected.