We accept all major credit and debit cards through Shopify Payments, plus Apple Pay, Google Pay and PayPal. Payment is taken at the point of order.

If the order has not yet been dispatched, contact us as soon as possible and we will try to change or cancel it. For most goods bought online, statutory cancellation rights may also apply after dispatch or delivery. See our Delivery & Returns page for details.

Yes. You can place an order without creating an account. We recommend registering if you want easy access to order tracking and saved addresses for next time.

This is usually a bank security check. Try a different card or contact your bank. Our payment processor doesn't share decline reasons with us.

Standard delivery is normally 2–3 working days. Express delivery is normally next working day when ordered before 1pm on a working day. Free standard delivery is available on eligible orders over £50. Delivery times are estimates.

We currently deliver to most UK addresses. Some remote areas, Highlands and islands may be restricted or require additional arrangements. If this applies, we will contact you before dispatch.

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 from the next working day. We will contact you when the order is ready.

Yes, as long as the order hasn't shipped. Contact us as soon as possible and we will update the address.

Always read the label and patient information leaflet before use. If you're pregnant, breastfeeding, taking other medicines, have an existing health condition or are unsure whether a medicine is suitable, speak to a pharmacist or other appropriate healthcare professional. Contact us if you have any questions.

No. For NHS prescriptions, please contact your local Procters Pharmacy, where we offer prescription delivery, repeat prescriptions and other NHS services. This site is for over-the-counter products only.

Some medicines are subject to quantity limits and combined limits across products containing the same or similar active ingredients. These controls support safe and appropriate use.

Yes. For medicines ordered through proctershealth.co.uk, contact our Polegate pharmacy on 01323 482141 or polegate@procters.com during opening hours. For general online-order enquiries, email info@procters.com.

If you're chronically sick or disabled, you may be entitled to pay 0% VAT on eligible mobility and disability products. That's a 20% saving on standard prices.

No. You complete a short declaration at checkout in your own name. No medical proof or supporting documentation is required.

Most of our mobility range qualifies. Eligible products are marked clearly on the product page. For full details, see our VAT Information page.

Yes. You complete the declaration in the name of the person who will use the product, not your own.

We keep your declaration with our VAT records as evidence supporting the zero-rating. It is not sent to HMRC as part of your order. We retain it for the period required by tax law.

Yes. All personal care orders ship in plain unbranded packaging. No outer logo, no product name, nothing to suggest the contents.

Some sealed health, hygiene and personal-care products may be excluded from change-of-mind returns once unsealed after delivery. This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described. See our Delivery & Returns page for details.

Not yet, but we're working on it for incontinence and personal care lines. In the meantime, sign up for our newsletter and we'll let you know when it launches.

Each product page has guidance on sizing and absorbency. If you're unsure, call us on 01323 431998 and our team can advise without commitment.

For most goods bought online, you normally have 14 days after receiving them to tell us you wish to cancel, followed by a further 14 days to return them. Statutory exceptions apply, including certain sealed health or hygiene goods once unsealed. Faulty, damaged, incorrect or not-as-described goods are covered by separate statutory rights. See our Delivery & Returns page for full details.

Email info@procters.com or call 01323 431998. Include your order number and item details; we'll provide the appropriate return address and instructions.

Where you validly cancel under statutory cancellation rights, we make any refund due without undue delay and normally within 14 days of receiving the returned goods or evidence that you have sent them back. Your bank or payment provider may then take additional time to make the funds available.

Return postage is your responsibility unless the item is faulty or incorrect, in which case we cover the cost.

Please contact us as soon as reasonably possible at info@procters.com or 01323 431998. We'll arrange an appropriate remedy. This does not limit your statutory rights.