Refund policy

Cancellation Policy

If you contact us after making a purchase and before we have dispatched your order, we will cancel the order and refund your payment in full as soon as possible after receipt of cancellation.

If your order has already been dispatched at the time of your cancellation, we will ask you to return the items in the original packaging unopened and with seals intact as soon as possible by a registered parcel carrier form.  You may cancel an order at any time up to 14 days after the date of delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery. To let us know you want to change your mind, contact our Customer Service Team at: enquiries@newgrovepharmacy.com. You must return your product to us within 14 days of telling us you have changed your mind.

Provided that the items are unopened, in the condition they were dispatched in and in their undamaged original packaging with security seals intact, we will refund your payment in full, including delivery costs, as soon as possible after we receive the returned items.

Returns are at your own cost. You should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you do not do this and we do not receive the goods within a reasonable time or at all, your payment will not be refunded.  

 

Refunds can take up to 10 business days.

Damaged items

It is your responsibility to check each item in your order upon receipt and report any damage caused during transit.

We will replace any items reported as broken or damaged in transit, as long as we are notified within 72 hours of the package being delivered and are provided with evidence of such damage.

If we are notified of damage more than 72 hours from delivery, we are unable to replace or refund any damaged item.

This does not affect your statutory rights.

 

If you discover an error in your order, please contact us at: enquiries@newgrovepharmacy.com. If the error has been caused by us, we will look to rectify this and arrange delivery of correct goods and collection of incorrect goods within 14 days of confirmation of the error.

Warranty Claims

Your Vaporiser comes with an automatic two years’ warranty.  On receipt of your Vaporiser you have the ability to register it at www.vapormed.com/registration for an additional 1 year of warranty, giving a total of 3 years warranty.

If you think the Vaporiser is faulty and within its warranty period, please initially contact us at enquiries@newgrovepharmacy.com for technical assistance. Attempting to repair damage yourself may invalidate your warranty.

We will assess the fault and where possible resolve the fault without collecting the Vaporiser.

If a collection is required, only the heating and cooling section of the Vaporiser will be collected. This will be assessed and either repaired and returned, or a new Vaporiser will be despatched.

Replacements or repairs are processed by logging a Return Merchandise Authorisation (RMA) through Repair – VAPORMED and are linked to your initial warranty registration. RMAs are usually completed within 10 business days of receipt of the returned item(s).

Warranty items can only be returned once an RMA has been completed and confirmation received that the unit is faulty and requires returning. No replacement or repair will be given if the item was damaged by wear and tear, an accident or misuse.

Returned Items lost in transit

We cannot be held responsible for returned packages lost in transit. It is your responsibility to return items to us. We recommend sending packages via a carrier that requires a signature at point of delivery.