GOCHEK - MULTI FIELD
TECHNOLOGY SOLUTIONS
Refund Policy
REFUNDS & RETURNS
Our Returns Policy
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 01/10/22.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We do not accept products that are intimate or sanitary goods, hazardous materials, medications or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Some health and personal care items
Medicines (GSL, P, POMS).
To complete your return, we don’t require a receipt or proof of purchase, we need you to provide a compelling reason for the return. In case that reason is not convincing, we will still refund you.
Before attempting to return your order, you’ll need to contact our customer service team to request a return authorization number. Without this number, it can be difficult to process your return, meaning it may take longer.
Please note, all information provided to us during purchase or payment needs to be accurate. This includes information such as name and shipping address. You can check all the information provided in the purchase confirmation email sent to the email information provided after you have made your purchase. Shipping costs cannot be refunded if this information is incorrect.
Shipping cost when parcel is returned:
Unfortunately, if a parcel is returned to us due to non-receipt, incorrect/incomplete address details provided at checkout or non-compliance with custom payments (made by the customer). (as explained in our international shipping policy), we are unable to refund shipping costs. You will receive a refund for the products purchased. Delivery progress and custom payment information are displayed on the courier website. You are provided with a tracking number to ensure you are up to date and that your parcel is delivered successfully.
Your statutory rights
Our return policy does not affect your statutory rights.
Right of cancellation
You have the right to cancel this contract within 14 days without giving a reason.
The cancellation period will expire 14 days from the date on which you obtained or a third party other than the carrier and designated by you has actual title to the goods.
To exercise your right to cancel, you must notify us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post).
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted merchandise needs to be in pristine condition with any retail seals intact.
What should I do if I do not receive my order?
Unfortunately, there may be unforeseen circumstances with postman and custom inspection delays (international shipping).
Carefully check the selected shipping at checkout and note that the dates stated are business days. After this time has passed, contact us and we will investigate the issue for you.
We aim to resolve any issues within 21 days of submission. To do this, you need to ensure that we are notified as soon as possible about delivery delays and estimates.
We cannot accept any claims or issues passed 80 days from its dispatch date.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a)14 days after the day we receive back from you any goods supplied; or
(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged/missing?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us on hello@thefrenchpharmacy.co. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
Please be advised, we will need photographic proof and information to investigate any loss/damage claims. Without this we cannot investigate with all parties involved. We will not be able to provide refunds or investigate claims without this information and evidence.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us on hello@thefrenchpharmacy.co. Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
Please contact our Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
-If we sent you the wrong item
-If the item is damaged or faulty
-Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
Complaints
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this.