Refund policy

We offer a 30-day return policy, giving you 30 days from the date of item receipt to request a return.

To be eligible for a return, your item must be in its original condition, or unused and in its original packaging. You'll also need to provide the receipt or proof of purchase.


For all returns, you can contact us via our contact page. Alternatively, you can notify a member of our Customer Care team on 01164827359 or on

Please note that we are unable to accept returns for the following unless they are damaged or faulty:

    • Perishable items.
    • Baby Milks
    • Unsealed items with a protective seal due to health protection or hygiene reasons.
    • Medicinal products or services that are either dispensed on prescription or are available free under an NHS arrangement.
    • Medicinal products that are approved by the Pharmacy team.

    Please note, this does not affect your statutory rights.


    Once our Customer Care team have been notified via email of your return and a tracked postage label has been assigned to you, please arrange postage to:

    Vision Pharmacy, Unit 4, Cross Street, Leicester, LE24DD

     Unfortunately, we're unable to cover the costs of returning your items and cannot be liable for any damages incurred during transit, please note the correct amount will be deducted from your refund. Please ensure they are properly secured and packaged.


    We aim to process your refund within 3-5 working days of receiving your item, however it can take up to 30 days to receive the refund via the original payment method.

    Once you've cancelled the contract, you have a legal 'duty of care' to keep the items in a good condition and return them at your expense. We are entitled to deduct an amount from the refund to reflect any loss of revenue in the value of goods supplied which may be 100%, if the loss is the result of unnecessary handling of the goods by you.

    In accordance with the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2014, we will refund you the full amount paid for the items returned within 14 days of receipt of the notice of cancellation, if applicable. 


For defective or damaged products, please contact us at the customer service number below to arrange a refund or exchange.

We do not charge any kind of tax.


If you have any questions regarding our return policy, please feel free to contact us at: Phone: 0116 482 7359 Email: 


Our offices are open Monday-Friday, 9am to 5pm

You are able to get in touch with us via email and calling through to the office when we are open. 

Phone: 0116 482 7359
Address: Unit 4 Cross Street, Leicester, Leicestershire LE2 4DD, United Kingdom.