Refund policy

Last updated: 18 October 2026

This policy explains how to cancel an order, return an item and get a refund. It applies to all orders, which we deliver to addresses in the United States and the United Kingdom. It does not affect your legal rights as a consumer.

At a glance

  • 30-day returns: tell us within 30 days of delivery that you want to return an unopened item, then send it back within 14 days of telling us.
  • Free returns: we cover the cost of sending items back to us.
  • Returns address: send your return to the warehouse for your country — United States: 530B Harkle Rd Ste 100, Santa Fe, New Mexico 87505-4739, United States; United Kingdom: 44 Rosenthorpe Road, London, England, SE15 3EG, United Kingdom. Please email us first if you can, so that we can deal with your return quickly.
  • Refunds within 14 days to your original payment method, including the standard delivery charge if you return the whole order.
  • Faulty, damaged or wrong items are put right whether or not the item has been opened. UK customers also have rights under the Consumer Rights Act 2015.

Our 30-day returns promise

If you change your mind, you can return any unopened item for a full refund. Tell us within 30 days of the day it is delivered, then send it back within 14 days of telling us. Sending the item back within 30 days of delivery also counts as telling us.

The item should be unused, in its original packaging and with any seal intact.

This promise is in addition to your legal right to cancel, which is explained below.

If you are in the United States

Our 30-day returns promise above is the right you have with us, and it applies to every order delivered in the United States. There is no separate federal cooling-off period for online shopping, so this promise, together with the section on faulty, damaged or incorrect items below, is what covers you. Your rights under the consumer protection law of your own state are not affected.

If you are in the United Kingdom: your legal right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days without giving any reason. This right applies to orders delivered in the United Kingdom.

The cancellation period ends 14 days after the day on which you, or someone you name (other than the delivery company), receive the goods. If your order arrives in more than one parcel, it ends 14 days after the day you receive the last one.

You can also cancel at any time after placing your order and before it is delivered.

How to cancel

Tell us that you have decided to cancel by sending a clear statement by email to info@brightcarepharmacy.com or by post to our UK address at the end of this policy. You can use the model cancellation form below, but you do not have to.

To meet the deadline, you only need to send your message before the cancellation period ends.

Sending the goods back

Please send the goods to our UK returns address, 44 Rosenthorpe Road, London, England, SE15 3EG, United Kingdom, without undue delay and no later than 14 days after the day you tell us you are cancelling. We pay the cost of returning the goods.

Handling the goods

You may handle the goods as you would in a shop to check what they are like. If you handle them more than that and their value goes down as a result, we may reduce your refund to reflect the loss in value.

Sealed goods

If a product is supplied with a hygiene seal (for example a tamper-evident seal on the bottle or under the cap), the right to cancel no longer applies once that seal has been broken after delivery. This is because sealed goods that have been opened are not suitable for return for health protection and hygiene reasons.

This exception only applies to sealed goods that you unseal after delivery. It never affects your rights if an item is faulty, damaged or not as described.

Faulty, damaged or incorrect items

The goods we sell must be of satisfactory quality, fit for purpose and as described. If they are not, you have these rights, whether or not the item has been opened. For customers in the United Kingdom these rights are set out in the Consumer Rights Act 2015; for customers in the United States we apply the same standard as our own promise to you:

  • Within 30 days of delivery: you can reject the goods and get a full refund.
  • After 30 days, or if you prefer: you can ask for a repair or a replacement. If that is not possible, or it does not fix the problem, you can ask for a price reduction or reject the goods for a refund.
  • If a fault appears within six months of delivery, it is presumed to have been there at delivery unless we can show otherwise.
  • You may be able to claim for up to six years after delivery (in Scotland, five years from when you discover, or could reasonably have discovered, the problem).

If your order arrives damaged, faulty or incorrect, please contact us as soon as you can with your order number and, if possible, a photo of the problem. We pay the cost of returning faulty, damaged or incorrect items. If you are entitled to a refund, we will pay it within 14 days of agreeing that you are entitled to it.

How to return an item

  1. Please email us first at info@brightcarepharmacy.com with your order number and the item or items you are returning. You do not have to, but it helps us deal with your return quickly, and we will reply with free-return instructions. You can use the cancellation form below.
  2. Pack the item securely, add a note with your order number, and send it to BrightCare Pharmacy at the warehouse for your country — United States: 530B Harkle Rd Ste 100, Santa Fe, New Mexico 87505-4739, United States; United Kingdom: 44 Rosenthorpe Road, London, England, SE15 3EG, United Kingdom.
  3. Keep your proof of postage until your refund arrives. If you paid the postage yourself, send us the receipt and we will refund what you paid for standard postage.

Refunds

  • We refund you within 14 days of receiving the goods back, or within 14 days of you showing us proof that you have sent them back, whichever is earlier.
  • If you cancel before your order is dispatched, we refund you within 14 days of the day you tell us.
  • If you return the whole order, your refund includes the standard delivery charge you paid. If you return only part of an order, we refund any part of the delivery charge that you would not have paid for the items you keep.
  • We refund to the payment method you used and do not charge any fee for refunds.
  • Your bank or card provider may take a few working days to show the refund in your account.

Exchanges

If you would like a different product, the quickest way is to return the item for a refund and place a new order.

Model cancellation form

Complete and return this form only if you wish to cancel your order. You can copy it into an email to info@brightcarepharmacy.com.

To: Advanced Health Knowledge LLC, trading as BrightCare Pharmacy, 44 Rosenthorpe Road, London, England, SE15 3EG, United Kingdom. Email: info@brightcarepharmacy.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods: ____________________
Ordered on [*] / received on [*]: ____________________
Order number: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is sent on paper): ____________________
Date: ____________________

[*] Delete as appropriate.

Contact us

Advanced Health Knowledge LLC
Trading as BrightCare Pharmacy
Registered office and US returns address: 530B Harkle Rd Ste 100, Santa Fe, New Mexico 87505-4739, United States
UK warehouse and returns address: 44 Rosenthorpe Road, London, England, SE15 3EG, United Kingdom
Email: info@brightcarepharmacy.com
Phone: +1 575 999 9918
Free call-back: email us your phone number and a good time to call, and we will call you back at no cost to you.
Website: www.brightcarepharmacy.com

Nothing in this policy affects your legal rights as a consumer.