Guides › Faulty Goods and Refunds › Boots Refunds and Returns (Online Orders)
Boots Refunds and Returns (Online Orders)
Boots’ UK returns form for online orders says you can return items within 35 days of receiving your order for a refund or replacement. Opened medicines, food, personalised gifts and cosmetics cannot be returned unless they are faulty. You can return in a Boots store or by post, and Boots says to allow up to 14 days for the refund.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Boots’ Returns Form
Time to Return
Boots’ UK returns form says you can return items within 35 days of receiving your order for a refund or replacement free of charge, and that replacements are like for like. source
What Cannot Be Returned
The form says medicines, food, personalised gifts or cosmetic products which have been opened cannot be refunded or exchanged, unless they are faulty. source
How to Return
The form says you can take the items and the form into a Boots store, or post the form with your items. For heavy or bulky items, contact Boots Customer Care. It asks you to allow up to 14 days from your return email for the refund to be processed. source
Your Legal Rights
Reject Within 30 Days
Within 30 days of delivery you can usually reject faulty goods and get a refund. You will normally need to show the fault. source
The First 6 Months
If a fault shows up within six months of delivery, it is presumed to have been there at delivery unless the trader proves otherwise. After six months, you have to show it. source
Refund Deadline
Refunds must be paid without undue delay, and within 14 days of the trader agreeing you are entitled to one. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 35 daysBoots: return an online orderFrom receiving your order, per Boots’ returns form
- 30 daysReject a faulty item for a full refund30 days from delivery, or from when any installation is finished
- 14 daysRefund once agreedWithin 14 days of the seller agreeing you are entitled to one
Steps to Take
Step 1 of 5
Check the item is within 35 days of delivery and is not an opened medicine, food, personalised gift or cosmetic (unless it is faulty).
Step 2 of 5
Fill in Boots’ returns form and choose the reason, for example faulty.
Step 3 of 5
Take the item and form to a Boots store, or post them. For bulky items, contact Boots Customer Care.
Step 4 of 5
Allow up to 14 days for the refund. If it does not arrive, complain in writing. Our free letter templates can write it for you.
Step 5 of 5
If it is still not sorted, ask your card provider for help or get free advice from the Citizens Advice consumer service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Boots UK Returns Form
For online orders.
Your Card or Credit Provider
If you paid by credit card or regulated buy now pay later and the shop will not put it right.
Citizens Advice Consumer Service
Free advice, and help deciding whether to start a small claim, once the seller has not put it right.
Good to Know
Small things that make your complaint stronger.
This page covers Boots online orders, from Boots’ UK returns form. Your legal rights for faulty goods apply whatever its policy says.
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Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- assets.boots.com/content/dam/boots/files/uk-returns-form-2024.pdf Checked 12 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 8 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 8 October 2026