Delivery / Returns

All terms and definitions in this policy shall be the same as those used in the Terms and Conditions Policy, unless otherwise stated.  This policy will encompass and incorporate by reference the provisions of the Terms and Conditions Policy and should the provisions of this policy differ to the Terms and Conditions Policy, the provisions in the Terms and Conditions Policy shall prevail.

Acceptance of any order and subsequent delivery of the Product will be subject to the overall legal and regulatory framework applicable to both Purple Orchid Pharma Ltd and the person submitting the order.  Accordingly, we reserve the right to reject any order or part thereof, to the extent we believe (in our absolute discretion) that to fulfil all or part of such order would be in contravention of the applicable legal or regulatory requirement.

After placing an order, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. Once we have verified your order and payment details and have approved your order for shipment, we will confirm such acceptance to you by sending you an e-mail that confirms that the Product will be dispatched within 3 working days of the Dispatch Confirmation. In the unlikely event that we encounter a problem when processing your order, you will receive an email from us detailing the problem and requesting further information.

We will send you an email as soon as we have despatched your goods confirming your order details and informing you of the parcel tracking ID if applicable.

Delivery will be made to the Delivery Point specified by you on the order form.

If you have any query regarding your delivery, if it is late or you believe it is lost please contact .

Shipping times will vary but as the items are all sent under [Royal Mail] service, we would hope that your items will reach you approximately 48 hours from dispatch of goods and 96 hours from placing the Order. Please note we cannot take responsibility for any delays to orders due to any difficulties experienced by [Royal Mail], customs clearance or payment transaction delays.

Please refer to the Terms and Conditions Policy for further details about the order process.

Track Your Order

To track your parcel you need a copy of the delivery note emailed to you on dispatch of your order. If you do not have this please call 0844 415 2420 so we can help.

On your delivery note it shows you the delivery method and the tracking number if applicable. Please refer to each delivery method below to see how you can track your order.

Royal Mail Standard Delivery and Expedited Shipping

Royal Mail standard delivery cannot be tracked. Terms and Conditions state that for first class mail, postage is not classified as lost until 15 working days have elapsed. At this point a compensation claim will be submitted allowing us to redespatch the goods by recorded delivery free of charge.

Delivery Queries

As a mail order & internet business we rely on our delivery partners to complete your order successfully and we know how frustrating it can be to miss a parcel or for it to not arrive in time.

If you have a problem and need further assistance, please call 0844 415 2420 between 9.00am and 5.00pm Monday to Friday or email [email protected].

Purple Orchid Pharma Ltd will not be liable to you if carriers fail to deliver your purchased goods due to circumstances beyond our control.

Any dates specified by us for delivery of the Products are intended to be an estimate and time for delivery shall not be made of the essence by notice. If no dates are so specified, delivery shall be within a reasonable time.

Subject to the other provisions of these conditions we shall not be liable for any direct, indirect or consequential loss (all three of which terms include, without limitation, pure economic loss, loss of profits, loss of business, depletion of goodwill and similar loss), costs, damages, charges or expenses caused directly or indirectly by any delay in the delivery of the Products (even if caused by our negligence), nor shall any delay entitle you to terminate or rescind the contract unless such delay exceeds 180 days

If for any reason you fail to accept delivery of any of the Products when they are ready for delivery, or we are unable to deliver the Products on time because you have not provided appropriate instructions, documents, licences or authorisations:

(a) risk in the Products shall pass to you (including for loss or damage caused by our negligence);
(b) the Products shall be deemed to have been delivered; and
(c) we may store the Products until delivery, whereupon you shall be liable for all related costs and expenses (including, without limitation, storage and insurance).

You shall provide at the Delivery Point and at its expense adequate and appropriate equipment and manual labour for loading and unloading the Products.

Your signature on the delivery note shall constitute acceptance of the Products including but not limited to their quality and quantity.

We may deliver the Products by separate installments. Each separate installment shall be invoiced and paid for in accordance with the provisions of the contract.

Each installment shall be a separate contract and no cancellation or termination of any one contract relating to an installment shall entitle you to repudiate or cancel any other contract or installment.

Return of goods

We hope you will be happy with your purchase. However, should you feel it necessary to return the goods we aim to make the returns process simple as possible.

All returns must be authorised in advance by contacting us either by email [email protected] or phone 0844 415 2420.

We adhere to the terms of the Sale of Goods Act.  Any damaged parcels or breakages must be notified to us within 48 hours of delivery.

Goods purchased from the site can be returned unopened within 7 days of the date of receipt.

Refund will be applicable to the cost of goods only, and not to the cost of postage or carriage unless the return is due to a product defect (please see full terms and conditions). We accept no liability for non-receipt of returned goods.

Products returned by you within the seven-day cooling-off period once successfully received (in accordance with the requisite Conditions) will be refunded in full, including the cost of sending the item to you in the event of a product defect only, through your original payment method.  Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider. However, you will be responsible for the cost of returning the item to us.

Please refer to the Terms and Conditions Policy for further details about the return of Products.

Cancelling your order

You may cancel your order within our “cooling off” period of seven working days, beginning on the day you received the products.  In such cases you must first notify our customer service team either by email  or phone 0844 415 2420 and you will receive a full refund of the price paid for the Products in accordance with our refunds policy.

The “cooling off” period does not apply to perishable goods or products which are unsealed, used or damaged by the customer. The customer will be liable for all transport costs and any returned product must be returned with its original packaging and in an “as new” condition.

Please refer to the Terms and Conditions Policy for further details about cancelling your order.