Refund and Returns Policy

Last updated: 22/04/2026

At Sage Pharmaceuticals, we aim to ensure every order arrives safely, promptly, and exactly as expected. If something isn’t right, we’re here to help. This Returns & Refunds Policy explains how returns, replacements, and refunds work for purchases made through our website.

1. Eligibility for Returns

1.1 Non‑returnable Items (for safety and regulatory reasons)

Due to the nature of pharmaceutical and healthcare products, we cannot accept returns on:

  • Prescription medications
  • Over‑the‑counter medicines
  • Medical treatments or consumables
  • Temperature‑sensitive items
  • Personal care items that have been opened or used
  • Products with tampered or broken seals

This ensures product safety, hygiene, and compliance with UK regulations.

1.2 Returnable Items

We accept returns for:

  • Damaged or faulty products
  • Incorrect items received
  • Unopened, unused non‑medicinal products in their original packaging (within 14 days)

If you’re unsure whether your item qualifies, our support team can advise.

2. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, contact us within 48 hours of delivery with:

  • Your order number
  • A description of the issue
  • Photos of the product and packaging (if applicable)

We will offer one of the following:

  • A replacement
  • A refund
  • Store credit

We cover all return shipping costs for damaged or incorrect items.

3. Change‑of‑Mind Returns

For eligible non‑medicinal items, you may request a return within 14 days of receiving your order, provided the item is:

  • Unopened
  • Unused
  • In its original, undamaged packaging

Return shipping costs for change‑of‑mind returns are the customer’s responsibility.

4. Refunds

4.1 Refund Method

Approved refunds are issued to the original payment method. Please allow 5–10 business days for processing, depending on your bank or payment provider.

4.2 Partial Refunds

We may issue partial refunds if:

  • Items show signs of use
  • Packaging is missing or damaged
  • Only part of a multi‑item order is returned

You will be notified before any partial refund is processed.

5. Return Process

To request a return:

  1. Contact our customer support team at [Insert Email]
  2. Provide your order number and reason for return
  3. Receive your return authorisation and instructions
  4. Send the item back using the method provided

Unauthorised returns may not be accepted.

6. Lost or Missing Deliveries

If your order has not arrived within the expected timeframe:

  • Contact us within 7 days of the estimated delivery date
  • We will investigate with the courier
  • If confirmed lost, we will issue a replacement or refund

7. Exchanges

We currently offer exchanges only for:

  • Damaged items
  • Incorrect items
  • Faulty products

For change‑of‑mind situations, please request a return and place a new order.

8. Contact Us

If you have questions about returns or refunds, our support team is here to help.

Sage Pharmaceuticals
Email: info@sagepharmaceuticals.co.uk

Address: Flat 2 4 Christ Church Road,
Surbiton, KT5 8JJ

Phone: +44 20 7946 0123