Our policy does not allow for any prescribed medication to be returned – this is for safety reasons and we are not authorised to re-sell returned medication. If you have any unwanted or unused medication, you can take it to a local pharmacy and they will dispose of the products safely.
If you have ordered any of our products that are to be delivered by post, you have the right to cancel such an order up until the point that your medication is accepted by the pharmacy.
All medication returned to us must be destroyed even if they were unopened and unused. For this reason, we cannot offer refunds for returned or unwanted medicines. Full refunds can only be offered on orders cancelled prior to dispatch.
If an order arrives damaged:
Crushed box and some tablets or capsules have been pressed out of the blister packs
We will replace the damaged blister strips after sufficient evidence has been provided of the damaged product. Once the replacement has been approved the damaged strips must be disposed of at your local pharmacy.
Cream/ointment tube is pierced or squeezed out in to the packaging
We will send a replacement product after sufficient evidence has been provided of the damaged product. Once the replacement has been approved the damaged tube(s) must be disposed of at your local pharmacy.
Liquid/Solution bottle is leaking or smashed
We will send a replacement product after sufficient evidence has been provided of the damaged product. Once the replacement has been approved the damaged bottle(s) must be disposed of at your local pharmacy. Please be careful when handling broken glass.
If you order arrives opened or tampered with you must contact customer services as soon as possible. Do not use the products.
If you have not ordered a medicine and only ordered a general product then return is possible. The customer is responsible for any shipping costs incurred when returning the item. A full refund will be issued upon return of the undamaged non-medicine product.
If a refund is offered, the refund can only be issued to the original method of payment. A refund can take 5-10 working days to appear on your bank statement. Your statutory rights are not affected during this period.
If you wish to cancel your order or would like to know more about your delivery you can email : email@example.com and we can help you.
You must contact us within 14 days of your order being delivered. We will refund the price of the product in full together with any applicable delivery charges and any reasonable costs that you incur in returning the item. If you contact us not following the 14 day period, you will not be entitled to the refund.
If you wish to return your medication, you must contact our customer service team prior to returning by emailing firstname.lastname@example.org to discuss your order and return. If your order is returned at your own cost without notifying our customer service team beforehand, we will be unable to process your refund.
If the couriers tracking GPS states that your order was delivered at the correct delivery location, you will not be entitled to a refund or replacement.
If the courier has your signed signature as proof of delivery, you will not be entitled to a refund.
If your order is not received due to an admitted error with the courier, you are entitled to a refund.
You are not entitled to a refund if your diagnosis has changed, meaning your order is no longer needed or required.
If you are not present (i.e not at home) to accept your parcel within the 1hr time slot given by the courier, and have left no safe place for the courier to leave your parcel, you are not entitled to a refund or replacement.
Parcels which are delivered during your 1hr time slot, and left at your front door or porch, are left at your own risk and you will not be entitled to a refund or replacement.
All products are not brand specific, unless stated in either the title or description. Images used are for illustrative purposes only and unless stated, do not dictate the brand you will receive. You are not entitled to a refund if the brand you receive was not desired or if you selected an incorrect medication. This includes if you incorrectly chose a generic medication, when a branded version was required, and vice versa.
If an order arrives damaged, with parts of your order missing or if a dispensing error has been made, you must contact us within 14 days of your recorded delivery to organise a refund/resend.
Lost / Undelivered parcels
If your parcel is marked as delivered but you have not received your order, you will need to contact us within 14 days of the recorded delivery date.
If your parcel has had no tracking update within the last 5 days, you will need to contact our customer support team in order to raise an investigation with the courier. Investigations with couriers can take up to 7 days, please allow this time for our customer support team to try and locate the whereabouts of your parcel.
You are not entitled to a refund until an investigation has been completed and the courier has confirmed that the parcel has been lost.
Distance Selling Regulations
The Consumer Protection (Distance Selling) Regulations 2000 outlines there is no right to cancel under the following circumstances:
- Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts.
- For the supply of goods clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;
There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel. These include items and tailor-made or personalised items. They also include goods with a seal for health protection and hygiene reasons that’s been broken.
If you are emailing us or writing to us, please include details of your consultation to help us to identify it.
This policy is offered in addition to your legal rights.
Do not throw away any medicines via wastewater or household waste. Ask your local pharmacist how to throw away medicines you no longer use.