Delivery & Returns
Last updated: September 2026
This page explains our delivery options, estimated timescales, charges and returns arrangements. If you have a question that is not answered here, please call 01323 431998 or email info@procters.com.
Delivery
UK delivery
We deliver to most UK addresses. Delivery may be restricted or subject to additional arrangements for some remote areas, Highlands and islands. Where this applies, we will contact you before dispatch.
- Standard delivery: £3.95, normally 2–3 working days
- Free standard delivery: available on eligible orders over £50
- Express delivery: £6.95, normally next working day when ordered before 1pm on a working day
Delivery times are estimates unless we expressly agree otherwise. Orders may occasionally take longer because of carrier delays, stock availability, pharmacy checks or other circumstances outside our reasonable control.
Medicines
Medicines ordered through proctershealth.co.uk are supplied through our registered pharmacy operation at Procters Pharmacy, 69 High Street, Polegate, East Sussex, BN26 6AH.
Orders containing medicines may be subject to additional pharmacy checks before dispatch. This can include checking quantities, suitability or other information relevant to safe supply. A pharmacist may contact you where further information is required and may refuse or amend a supply where appropriate for patient safety or professional reasons.
Bulky items
Some larger mobility and independent-living products may carry an additional delivery charge because of their size, weight or specialist delivery requirements. Any applicable charge will be shown before you complete your order.
Click & Collect
You can collect eligible orders free of charge from any of our three pharmacies in Polegate and Heathfield. Orders placed before 1pm Monday to Friday are normally available for collection from the next working day, although some orders may take longer.
We will contact you when your order is ready. Please do not travel to the pharmacy to collect your order until you have received confirmation.
Our Click & Collect locations are:
- Procters Pharmacy, Polegate: 69 High Street, Polegate, East Sussex, BN26 6AH
- Procters Pharmacy, Heathfield High Street: 63 High Street, Heathfield, East Sussex, TN21 8HU
- Procters Pharmacy, Heathfield Station Road: 1 Station Road, Heathfield, East Sussex, TN21 8LD
Some products or medicines may be subject to additional collection requirements. Where applicable, we will explain these before collection.
Order processing
We aim to dispatch most in-stock orders within one working day. Orders placed at weekends or on bank holidays will normally begin processing on the next working day.
Processing may take longer during particularly busy periods, where an item is temporarily unavailable, where an order requires additional pharmacy review, or where we need to contact you before completing the order.
Discreet packaging
Orders are packaged appropriately for delivery. Where products are sensitive or personal in nature, we use discreet outer packaging that does not identify the specific contents.
Returns and cancellations
Changing your mind
For most goods purchased online, consumers have a legal right to cancel their order within 14 days of receiving the goods, without giving a reason.
If you wish to exercise this right, you must tell us within the 14-day cancellation period. You then normally have a further 14 days to return the goods to us.
Some products are excluded from the right to cancel or return, particularly where health protection, hygiene or other statutory exceptions apply.
Medicines and health-related products
For patient-safety, health-protection and regulatory reasons, medicines and certain health or hygiene products may not be suitable for resale once they have left our control or where protective packaging or seals have been opened.
Unless the product is faulty, damaged, incorrectly supplied or otherwise subject to your statutory rights, we may be unable to accept returns of:
- medicines where return is not appropriate for safety or regulatory reasons;
- sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery;
- opened incontinence, intimate-care or similar hygiene products;
- opened skincare, topical or personal-care products where health or hygiene considerations prevent resale; and
- goods made to your specification or clearly personalised for you.
This does not affect your statutory rights where goods are faulty, damaged, not as described or incorrectly supplied.
Items that can be returned
Subject to the exclusions above, we can normally accept eligible goods returned within the applicable cancellation period where they have been handled only as necessary to establish their nature, characteristics and functioning.
This may include:
- eligible products returned in their original packaging;
- mobility aids and equipment returned in suitable condition;
- faulty or damaged goods; and
- items that we have supplied incorrectly.
You are responsible for taking reasonable care of goods while they are in your possession. Where permitted by law, we may make an appropriate deduction from a refund if returned goods have been handled beyond what would reasonably be allowed when examining them in a shop and their value has been reduced as a result.
How to return an item
To request a return or cancellation:
- email info@procters.com or call 01323 431998;
- include your order number and details of the item you wish to return;
- we will provide the appropriate return address and any instructions that apply;
- package the goods securely to prevent damage in transit; and
- where you are returning goods because you have changed your mind, you will normally be responsible for the direct cost of returning them unless we tell you otherwise.
If goods are faulty, damaged or were supplied incorrectly, we will arrange an appropriate remedy and will not require you to bear reasonable return costs where we are responsible for the return.
Refunds for cancelled orders
Where you validly cancel an order under your statutory cancellation rights, we will make any refund due without undue delay and normally within 14 days of receiving the returned goods or, where applicable, receiving evidence that you have sent them back.
Where required by law, the refund will include the cost of our standard delivery service. If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional amount above the standard delivery charge.
Refunds are normally made using the same payment method used for the original transaction unless otherwise agreed. Your bank or payment provider may take additional time to make the funds available in your account.
Faulty, damaged or incorrectly supplied goods
If an item is faulty, damaged, not as described or has been supplied incorrectly, please contact us as soon as reasonably possible so that we can help.
Your rights in relation to faulty goods are provided by the Consumer Rights Act 2015 and are separate from the 14-day cancellation rights for online purchases.
Depending on the circumstances and the time that has passed, you may be entitled to a refund, repair or replacement. Nothing in this policy limits your statutory consumer rights.
Lost, delayed or undelivered orders
If your order has not arrived when expected:
- check the tracking information provided in your dispatch email;
- check whether the carrier has left a delivery notification;
- where appropriate, check with other members of your household, neighbours or your local delivery office; and
- contact us if the order remains missing or significantly delayed.
Please email info@procters.com or call 01323 431998 and provide your order number. We will investigate the delivery with the carrier and, where appropriate, arrange a replacement or refund.
Your statutory rights
This Delivery & Returns policy is intended to explain our usual procedures. It does not exclude, restrict or replace any rights you have under UK consumer law, including rights relating to goods that are faulty, not as described or not of satisfactory quality.
Contact us
For delivery, cancellation or returns enquiries:
Email: info@procters.com
Telephone: 01323 431998
Telephone hours: Monday to Friday, 9am–5:30pm