Returns Policy
Our Returns Promise
We want you to be completely satisfied with your purchase. If something is not right, we are here to help. This policy explains how returns, exchanges, and refunds work.
Eligible Returns
You may return products for a full refund if all of the following conditions are met:
- The return is requested within 14 days of delivery
- Products are sealed, unopened, and in original condition
- Anti-counterfeit verification codes are intact and unscratched
- Products are returned in their original packaging
Non-Returnable Items
Due to the nature of our products and for health and safety reasons, we cannot accept returns on:
- Opened or used products
- Products with scratched or missing verification codes
- Products returned after 14 days from delivery
- Products that show signs of tampering or damage caused by the customer
Damaged or Incorrect Items
If your order arrives damaged or contains incorrect items, contact us within 48 hours of delivery at support@dragonpharma.co.uk. Please include:
- Your order number
- A description of the issue
- Clear photographs showing the damage or incorrect items
We will arrange a replacement or full refund at no additional cost to you. You will not need to return the damaged items.
Missing Packages
If your package has not arrived within 5 working days of dispatch (standard delivery) or 3 working days (express delivery), contact us with your order number. We will investigate with our delivery partner and either locate the package or issue a replacement or refund.
How to Request a Return
To initiate a return, email us at support@dragonpharma.co.uk with your order number and reason for return. We will provide you with return instructions and a return reference number. Please do not send products back without contacting us first.
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (wrong item sent, damaged in transit, etc.).
Refund Processing
Once we receive and inspect the returned item, we will process your refund within 7 business days. Refunds are issued to the original payment method. Bank processing times may add an additional 3 to 5 business days before the refund appears on your statement.
Contact
For any returns-related questions, email support@dragonpharma.co.uk with your order number. Our team responds within 24 hours on business days.