Returns, Refunds and Feedback

We understand that you may, at times want to return an item you've purchased from us. Not all items can be returned but for the ones that can please read the policy below.

Returns Policy for Medicines

Due to UK legislation, we cannot accept returns of medicines.

This applies to all medicines we sell, including anti-malaria tablets, over-the-counter pain relief, and antihistamines. Medicines can also be creams and liquids.  

If you are unsure whether a product is a medicine, please contact our customer service team for advice.

Why can't we accept returns of medicines?

There are a few reasons why we cannot accept returns of medicines. First, medicines are tightly regulated by the UK government. This means that we have to follow strict rules about how we store, handle, and sell medicines. If we accepted returns of medicines, we would be at risk of breaking these rules.

Second, medicines can be dangerous if they are not used properly. If you return a medicine to us, we cannot be sure that it will be used safely. This is why we have to destroy all returned medicines.

What can I do if I no longer want a medicine?

If you no longer want a medicine, you can:
Take it to your local pharmacy for free disposal.
Please do not return medicines to us.

Return of Unwanted Items that are not medicines

It is your responsibility to notify us within 14 days of receipt of the parcel of the intention to return one or all items.  Once authorisation from customer services has been granted we must receive the return within 14 days.  You, the customer, will be liable for the cost of returning the items.  This includes situations where free delivery was offered with the order. 

Errors or Damaged Items – We apologise in advance if we make a mistake or if items arrive damaged.  Please contact our customer services team to arrange the return of faulty or damaged goods.  A returns label will be provided by email.

Refused deliveries – You may only refuse delivery if the parcel arrives damaged.  In this situation, you must notify our customer services team within 7 days.  Refusal of a parcel is not means of initiating a return of an unwanted item. 

Parcels returned to us by the courier – If a parcel is returned to us for any reason without prior authorisation we will attempt to contact you so we can resend the parcel back to you.

Feedback

At Oushk, we are committed to providing exceptional service and quality care to all our customers. We understand the importance of your feedback and complaints in helping us improve our services and address any issues promptly.

If you have any concerns or feedback, we encourage you to reach out to us through our designated customer service channels, available on our website. You can submit your feedback or complaints via our online form under the 'contact us' page, email, or by calling our customer service.

Upon receiving your complaint, we will promptly acknowledge it and initiate an investigation to understand the issue thoroughly. We aim to resolve complaints quickly and effectively, and we will keep you informed throughout the process. Our dedicated team will provide a resolution or update within a specified timeframe, ensuring your satisfaction and trust in our services are maintained. Your feedback is invaluable to us as it helps us continuously improve our offerings and the overall customer experience.