Skip to content
Free shipping over $99 · Packed and posted by hand

Policy

Returns & Refunds

If I got it wrong, I fix it, with no argument and no restocking fee. If the seal is broken, food safety rules stop me taking it back. Both halves of that are spelled out below.

The short version. Sealed and unopened, in original packaging, within 7 days of delivery, returnable. Wrong item, damaged, leaking or close to expiry, always my problem, replaced or refunded in full. Opened tubs and pouches cannot come back, because once a food seal is broken I cannot resell it to anyone.

1. What I always take back

These are on me, whatever the reason and whatever the cost:

  • You received the wrong product, flavour or size.
  • The pack arrived damaged, split, leaking or tampered with.
  • The product is expired, or has under three months of shelf life left on arrival.
  • The order never arrived (see the shipping policy).

Send a photo of the item and the outer packaging to support@wetrustpharmacy.com within 48 hours of delivery, with your order number. I will arrange a replacement or a full refund including shipping, and I pay the return courier.

2. Changed your mind

Changed your mind? That is fine, within 7 days of delivery, as long as the item is:

  • Completely unopened with the factory seal intact.
  • In its original packaging, undamaged and unmarked.
  • Not a promotional or free item.

Email me first to start the return. Parcels sent back without telling me cannot be traced to an order. Return shipping for a change of mind is yours to cover; the refund covers the product price, and the original shipping charge is not refunded.

3. What cannot be returned

Food safety rules and plain common sense mean I cannot resell any of the following, so they cannot be returned unless they fall under the section above:

  • Any tub, jar or pouch that has been opened, or whose seal or scoop guard has been broken.
  • Products where the batch label or expiry has been removed.
  • Items returned more than 7 days after delivery without prior agreement.
  • Products damaged after delivery by heat, moisture or storage.

“I did not like the flavour” is not a fault, but tell me anyway. I would rather know, and I will steer you better next time.

4. How to start a return

  1. Email support@wetrustpharmacy.com with your order number, what you want to return and why. Photos help.
  2. I reply within one working day with the return address and whether I am covering the courier.
  3. Pack it as it arrived and send it, keeping the tracking number.
  4. I inspect it on arrival and the refund or replacement is processed within 2 working days.

5. How refunds are paid

Refunds go back the way the money came, in the currency you were billed in.

  • UPI or bank transfer (India): back to the same account or UPI ID, usually within 2 to 4 working days.
  • PayPal (USA): refunded to the same PayPal account, usually within 2 to 5 working days.
  • Payment link: reversed through the same provider; your bank may take 5 to 7 working days to show it.
  • Cash on delivery: paid to a bank account or UPI ID you give me, within 3 working days of the return arriving.

I do not charge restocking fees and I do not issue store credit in place of a refund unless you ask for it.

6. Cancellations

Anything not yet dispatched can be cancelled free of charge. See the Cancellation Policy for the details and the deadline.

7. Still not happy

Reply to my email and say so plainly. There is no escalation desk here. It is one person, so if the outcome was not fair, tell me and I will make it right.