Return & Refund Policy

Last updated 16 October 2026

This policy explains how to return items you bought on laoispharmacy.com and how refunds work. It forms part of our Terms and Conditions. It does not affect your legal rights as a consumer.

Returns at a glance

  • Changed your mind? For most items, you have 14 days from delivery to tell us you want to cancel. The quickest way is our Cancel contract here form.
  • Send the item back within 14 days of telling us. You pay the return postage.
  • We refund the item to your original payment method. If you cancel your whole order, we also refund the €6 delivery charge.
  • Faulty, damaged or wrong item? Tell us. We pay the return postage and refund you in full, or send a replacement if you prefer.
  • We cannot take back opened hygiene-sealed items, or any medicine (prescription or non-prescription) once it has left our pharmacy, unless it is faulty or we sent the wrong item.

Cancelling before we dispatch

If you change your mind before we dispatch your order, contact us as soon as possible. We will cancel it and refund you in full, including delivery. This applies to every item, including medicines.

Changing your mind after delivery

For most items, you have a legal right to cancel within 14 days without giving a reason. The formal wording of this right is below, followed by the practical steps.

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If your order arrives in more than one delivery, the cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last of the goods.

To exercise the right to cancel, you must inform us (Laois Pharmacy, Street Vale Limited, 1 Dunamaise House, Lyster Square, Portlaoise, Co. Laois, R32 HD72, phone 057 866 1999, email info@laoispharmacy.com) of your decision to cancel this contract by an unequivocal statement, for example an email, a WhatsApp message to 085 840 7548, or a letter sent by post. You can also phone us, and we will confirm your cancellation by email. You may use the model cancellation form at the end of this page, but it is not obligatory. You can also exercise your right of cancellation online at https://laoispharmacy.com/cancel-order/. If you use this online feature, we will send you an acknowledgement of receipt of the cancellation on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to cancel this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having returned the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at our pharmacy, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling of the goods beyond that necessary to establish their nature, characteristics and functioning.

Step 1: tell us

Please give your name, your order number and the items you want to return. You can use the model cancellation form at the end of this page, but you do not have to.

Step 2: send the items back

Post the items to: Laois Pharmacy, 1 Dunamaise House, Lyster Square, Portlaoise, Co. Laois, R32 HD72. You can also hand them in at the pharmacy during shop hours (Monday to Friday 9am to 6pm, Saturday 9.30am to 6pm). Please bring your order number.

  • Send or hand back the items within 14 days of telling us you are cancelling.
  • You pay the direct cost of returning the items. We recommend a postal service that gives you proof of postage.
  • Please take reasonable care of the items and pack them well. Use the original packaging if you can.
  • You can handle an item as you would in a shop, to see what it is and how it works. If it has been handled more than that, we may reduce your refund to reflect any loss in value.

Step 3: we refund you

We refund you within 14 days of the day you told us you are cancelling. We may wait until we receive the items back, or until you send us proof that you posted them, whichever comes first. In practice, we usually process refunds within 3 to 5 working days of receiving the items.

Items you cannot return if you change your mind

The right to cancel does not apply to:

  • Sealed items that are not suitable for return for health protection and hygiene reasons, once you have unsealed them after delivery. Examples include cosmetics, skincare, toiletries, toothbrushes, ear and intimate care products, and pregnancy or ovulation tests.
  • Items that can deteriorate or expire rapidly.
  • Medicines, including non-prescription medicines, once they have left our pharmacy. Our pharmacist reviews and approves every medicine we supply, so medicines are supplied as part of a healthcare service. Medicines that come back to a pharmacy can never be supplied again and must be destroyed.
  • Prescription medicines once they have left our pharmacy. If you change your mind before then, tell us and we will refund you in full.

If any of these items is faulty, damaged or not what you ordered, you are fully protected. See the next section.

Faulty, damaged or wrong items

Under the Consumer Rights Act 2022, the items we sell must match their description, be fit for purpose and be of the quality you can reasonably expect. This applies to every item, including medicines and opened items. We are legally responsible for supplying items that conform with your contract. This is your legal guarantee of conformity. It lasts for at least two years from delivery, and under Irish law (section 11(1) of the Statute of Limitations 1957) you may have up to six years from delivery to make a claim. The official EU notice on your legal guarantee is at the end of this section.

  • Contact us as soon as you can with your order number. A photo helps us sort it out quickly.
  • We pay the cost of sending the item back. We will tell you how to return it, or refund your reasonable postage costs.
  • Within 30 days of delivery, you can ask for a full refund. For items that would normally expire or go off in less than 30 days, this period is shorter.
  • After that, you can choose a repair or a replacement, at no cost to you. If that does not put things right, you are entitled to a price reduction or a refund.
  • If you are due a full refund, we refund the price of the item and your return postage. If your whole order was faulty or wrong, we also refund the original delivery charge.
  • We refund within 14 days of receiving the item back, or proof that you have sent it.

Please do not use a medicine you think is faulty. Contact us and our pharmacist will advise you. If you think a medicine has caused a side effect, talk to your doctor or our pharmacist. You can also report it to the Health Products Regulatory Authority (HPRA) at hpra.ie.

EU notice on your legal guarantee

This is the official EU notice on the legal guarantee of conformity. The law requires us to show it, and it may not be changed.

Official EU notice: Legal guarantee. Minimum two-year legal guarantee protection for goods sold in the European Union. The full text of the notice is given below the image.

Text of the EU notice

LEGAL GUARANTEE

Minimum two-year legal guarantee protection for goods sold in the European Union.

Consumers can claim their rights under the legal guarantee of conformity, for example if goods:

  • do not match the description;
  • do not function as intended.

Sellers are liable for any lack of conformity which existed when the goods were delivered, and which becomes apparent within the legal guarantee period. Sellers in such a situation are required to offer:

  • free repair or free replacement;
  • in some cases, a price reduction or full reimbursement.

Some countries have a longer legal guarantee period. For second-hand goods, a shorter period may apply, but not less than one year.

For more information on your rights in a specific country, scan the QR code below or ask the seller.

europa.eu/youreurope/guarantees

What to do if you receive non-conforming goods:

  1. Contact the seller as soon as possible to report the issue;
  2. Provide proof of purchase, such as a receipt, invoice, or bank statement.

Sellers and producers may also offer commercial guarantees, which apply independently from the legal guarantee. For example, you may see this GARAN label representing a commercial guarantee of durability offered by the producer at no additional cost and covering the entire good.

Refunds

  • We refund to the same payment method you used (card, Apple Pay, Google Pay or PayPal), unless you agree otherwise.
  • We do not charge any fee for a refund.
  • We do not give credit notes instead of refunds.
  • Once we process your refund, the time it takes to reach your account depends on your bank or card provider.

Gifts

If you received an item from us as a gift and it is faulty, you have the same rights as the buyer to have it put right. Contact us with the order number if you have it, or the buyer’s name. For a change-of-mind return, the person who placed the order needs to contact us, and the refund goes to their original payment method.

Items bought in our pharmacy

This policy covers orders placed on our website. If you bought something in our pharmacy in Portlaoise, please speak to us in the shop or call 057 866 1999.

Questions or complaints

If you have a question about a return, or you are unhappy with how we handled it, contact us on 057 866 1999 or at info@laoispharmacy.com. Our Terms and Conditions explain how we deal with complaints and where else you can go for help.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.

To: Laois Pharmacy (Street Vale Limited), 1 Dunamaise House, Lyster Square, Portlaoise, Co. Laois, R32 HD72. Email: info@laoispharmacy.com

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

  • Goods:
  • Ordered on: / Received on:
  • Order number (if known):
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is sent on paper):
  • Date: