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Delivery and Returns

Delivery and Returns

When will my order arrive?

Due to Covid-related absences, carriers are experiencing delays. Please be aware that some areas may not currently receive a Next Working Day delivery service.

All online orders are delivered free of charge with next working day delivery by courier. If you order before 5pm on a weekday we'll normally dispatch your order the same day. Orders placed after 5pm on a Friday will be processed the next working day. Couriers typically deliver between 8.30am-6pm.

Small orders under £50 may be dispatched via Royal Mail 1st class. 

To track an order please log in to your online account, call us on 0800 028 1181 (Option 3) or email customerservice@kentexpress.co.uk with your account number and order details.

 

How can I return an item?
 
Please call our Customer Services team on 0800 028 1181 (Option 3) to authorise the return. Goods cannot be accepted for credit or exchange without a returns authorisation. Please see our full terms and conditions of sale for more details.
 
Unwanted Goods: These may be returned within 14 days of delivery together with a returns authorisation - please call our Customer Services Team as above. Goods returned as unwanted must be in a condition suitable for resale, unused and inclusive of all original packaging, instructions, guarantee cards and accessories. All unwanted goods are returned at the customer's expense. We recommend that you use an insured, trackable courier as we cannot accept responsibility for items lost in the post. Returns may incur a restocking charge of 25% of the net price as per invoice and any transportation costs.
 
Faulty Goods: Please call us on 0800 028 1181 (Option 3) and we will arrange for return and replacement of faulty goods, or credit at a sum equal to that which you paid for the goods. If goods develop a fault within the first 5 days of use, please call our Customer Service Team and we will endeavour to resolve the issue.
 
Damaged on receipt: If goods are damaged when received, you must inform our Customer Service team within 3 days by calling 0800 028 1181 (Option 3). We will then arrange return and replacement.
 

 

Can I return pharmaceuticals?

Due to MHRA regulations, we may not be able to accept the return of pharmaceuticals for resale. e can only accept pharmaceutical returns for one of the following reasons:

- To correct an error in delivery or ordering by Kent Express
- In response to a product or batch recall, instigated by a manufacturer
- Where products or packages are damaged in transit.

Please make certain that you have obtained a Return Authorization Number from our customer service team on 0800 028 1181 (Option 3) or by e-mail to customerservice@kentexpress.co.uk before returning these items. Products should be returned with all original packaging and patient information leaflets. 

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