We want you to be satisfied with your purchase. If you need to return an item, please follow the steps below. Your statutory rights are not affected.
Returns & Refund Policy
This page explains how to return items purchased from WithAid, when refunds are available, and which products cannot be returned due to pharmacy safety regulations.
Cancel an order
If you need to cancel an order, please contact us as soon as possible. Where an order has not yet been dispatched, we may be able to cancel it before delivery.
Return process
Within 90 days of delivery
Return the approved product
We check the returned item
Processed within 1 working day
Returns summary
- Contact us within 90 days of receiving your order (eligible items only)
- Items must be unused and unopened
- Refunds are issued after the return is inspected
- Medicines and hygiene items are non-returnable
How to return an item
- Your order number
- Which item(s) you want to return
- Reason for return (helps us improve)
- Photos if faulty/incorrect (recommended)
- Email contact@withaid.com with your order number.
- Our team will confirm if your return is eligible and provide return authorisation.
- Send the approved item to the address below including your order number.
If you received the wrong item or a damaged product, email contact@withaid.com with your order number and photos if possible. Our team will prioritise resolving the issue.
Return address
MSAGYA Ltd (trading as Withaid)
Basement
54 Drake Street
Rochdale
OL16 1NZ
United Kingdom
Return postage
Customers are responsible for return postage costs unless the item is faulty or incorrect. We recommend using a tracked service and keeping proof of postage.
Return conditions
Items must be returned unopened, unused and in original condition. Returns that do not meet these conditions may not be eligible for a refund.
Important: Items returned opened, used, damaged, or in unsellable condition may be refused or may receive a partial refund (where applicable).
Refunds
We aim to process refunds within 1 working day of receiving your return. Your bank or card provider may take up to 30 days to complete the refund.
Refund method: Refunds are issued to the original payment method used at checkout.
Eligible items for return
Eligible items are non-medicinal and non-hygiene products that are sealed/unopened, unused, and in resalable condition.
- Non-medicinal products (e.g. skincare and personal care)
- Unopened accessories or health items (where permitted)
- Incorrect or faulty non-medicine items (we’ll help resolve these quickly)
Non-returnable items
- Medicines
- Perishable goods
- Opened items
- Hygiene products
If your order is incorrect or faulty please contact us and we will resolve the issue.
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Frequently asked questions
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Need help?
Email: contact@withaid.com
Phone: 0330 0430 537 (Mon-Fri 9am-5pm)