Order problems are handled according to the product condition, dispatch status, shipment evidence, and the shipping guarantee shown for the destination. Mandatory consumer rights always continue to apply.
Before dispatch
Contact support as soon as possible if an address, pack size, or product is wrong. A change or cancellation can be considered only while the order has not entered fulfillment. Once a parcel has been prepared or handed to a carrier, cancellation may no longer be possible.
After dispatch
Medicines and sealed health products cannot be restocked after they have been dispatched or delivered where hygiene, safety, anti-tampering, or applicable law prevents resale. A change-of-mind return is therefore not generally accepted after dispatch.
Wrong, damaged, or incomplete orders
Keep the packaging and contact support promptly. Include the order number, a description of the issue, and clear photographs of the parcel and product where safe to do so. Do not include identity documents or payment-card details. PharmacySpark will review the fulfillment record and offer the remedy required by the order terms and applicable law.
Lost parcels and customs interception
The Full Guarantee and Limited Guarantee have different remedies. Full Guarantee orders can receive up to two replacement attempts after the original covered failure, followed by a refund if all three verified attempts fail. Limited Guarantee orders receive a 30% credit toward another attempt and do not include a free customs reshipment or refund. See Shipping and delivery for the complete explanation.
Refund processing
Approved refunds are returned through an available method connected to the original transaction whenever possible. Payment providers control settlement times and may require information to match the original payer. PharmacySpark will not ask for a password, recovery phrase, or full card number to process a refund.
Start a support request
Use the contact form and place the order number in the subject. Sending several requests for the same order can slow the review, so keep replies in one thread where possible.