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Returns & refunds

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

1. Request return
Within 90 days of delivery
2. Send item
Return the approved product
3. Inspection
We check the returned item
4. Refund issued
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

What we need from you
  • Your order number
  • Which item(s) you want to return
  • Reason for return (helps us improve)
  • Photos if faulty/incorrect (recommended)
  1. Email contact@withaid.com with your order number.
  2. Our team will confirm if your return is eligible and provide return authorisation.
  3. Send the approved item to the address below including your order number.
Incorrect or faulty item?
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 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).

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.

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.

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.

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Frequently asked questions

Shop with confidence
Eligible returns accepted for 90 days  •  Fast support  •  Secure checkout

Need help?

Email: contact@withaid.com
Phone: 0330 0430 537 (Mon-Fri 9am-5pm)