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Delivery and Returns

Delivery and Returns

When will my order arrive?

All online orders are delivered free of charge with next day delivery. 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.

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 01634 878777 or email webcustomerservices@kentexpress.co.uk with your account number and order details.


How can I return an item?
 
Please complete the returns note enclosed with your order, or call our Customer Services team on 01634 878777 to request a returns note. Goods cannot be accepted for credit or exchange without a returns note.
 
If goods are unwanted, you are entitled to return them within 14 days of order delivery together with a valid returns note. 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.
 
If goods are faulty on receipt, please call us on 01634 878777 and we will arrange for return and replacement of the 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 01634 878777 and we will endeavour to resolve the issue.
 
If goods are damaged when received, you must inform our Customer Service team within 3 days by calling 01634 878777. We will then arrange return and replacement.
 
Please see our full terms and conditions of sale for more details.

 

Can I return pharmaceuticals?

Due to MHRA regulations, we may not be able to accept the return of pharmaceuticals for resale. Therefore we 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.

Products should be returned with all original packaging and patient information leaflets. Please make certain that you have obtained a Return Authorization Number from our customer service team on 01634 878777 or by e-mail to webcustomerservices@kentexpress.co.uk before returning these items.

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