Returns • Refunds • Customer Rights

Returns & Refunds

Clear information about cancellations, refunds, damaged or incorrect orders and what happens when medicines have already entered the dispensing or delivery process.

View Refund Guide ↓ Complaints Procedure
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Medicines require different handling from ordinary retail products. Prescription status, dispensing, product integrity and patient safety can affect whether an item can be cancelled, returned, refunded or safely re-entered into stock. Nothing on this page limits your statutory consumer rights.

Before processing Contact us promptly Some orders may still be cancellable.
Dispensed medicines Special rules apply Medicines are not ordinary retail goods.
Problem with order Tell us immediately Wrong, damaged or faulty items require review.
Your rights Statutory rights remain Our policy does not remove consumer rights.
Returns & refunds guide

What type of refund request do you have?

The correct process depends on whether the order has begun professional processing, whether a medicine has been dispensed or dispatched and whether there is a problem with the item supplied.

01

You want to cancel

Contact us as soon as possible. If processing, prescribing, dispensing or fulfilment has not progressed, cancellation may be possible depending on the circumstances.

02

Wrong or damaged item

Do not use a medicine that appears incorrect, damaged, compromised or different from what was properly supplied. Retain the packaging and contact us promptly.

03

Delivery problem

If an order has not arrived or tracking shows an unresolved delivery problem, contact us so the shipment can be reviewed.

Medicine returns Returned medicines cannot simply be treated as ordinary resale stock.
Safety & product integrity

Why medicine returns are different

Once a medicine has left the controlled supply environment, its storage conditions and chain of custody may no longer be independently confirmed. Returned medicines therefore require appropriate handling.

  • ✓ Do not send medicines back through the post unless you have specifically been instructed to do so.
  • ✓ Keep the medicine, packaging, batch information and delivery details if there is a quality or authenticity concern.
  • ✓ Unwanted medicines should be handled using an appropriate medicine-disposal route rather than household waste.
  • ✓ A return for investigation does not mean the medicine will be placed back into saleable stock.
Common situations

Refund and return scenarios

The table below explains the general approach. Individual circumstances and statutory rights can affect the final outcome.

Situation
What happens
Next step
Cancellation before processing
We will check whether the order can still be stopped before professional or fulfilment processing progresses.
Contact us
Prescription medicine already dispensed
Standard change-of-mind cancellation rights may not apply in the same way to a medicine dispensed on prescription.
Case review
Incorrect product supplied
Do not use the medicine. Keep all packaging and contact us so the issue can be investigated.
Priority review
Damaged or compromised product
Keep the product and packaging. Photographs and batch details may be requested as part of the investigation.
Do not use
Missing or unresolved delivery
Carrier tracking and fulfilment information will normally need to be reviewed before the appropriate resolution is determined.
Investigation
Request process

How to request a refund or report an order problem

Providing the correct information from the start helps the relevant order, delivery or product records to be reviewed efficiently.

01

Contact us

Send your order reference and a clear explanation of the issue.

02

Keep evidence

Retain packaging, product details, delivery information and photographs where relevant.

03

We review the case

The order stage, product issue, delivery record and applicable consumer rights are reviewed.

04

Resolution

Where a refund or other remedy is appropriate, the available resolution will be communicated to you.

Refund contact

Contact us about an order

Include your order reference whenever possible. Never send a medicine back without first receiving appropriate return instructions.

Returns & refunds email Customer support ADD YOUR CUSTOMER SUPPORT EMAIL
Include Order reference Include the order number, issue and relevant photographs where appropriate.
Returns & refunds FAQ

Frequently asked questions

Answers to common UK questions about medicine cancellations, refunds, damaged products and returns.

Prescription medicines are subject to different rules from ordinary retail goods and standard change-of-mind cancellation rights may not apply once the medicine has been dispensed. Contact us as early as possible if you wish to cancel an order.
Do not use the medicine. Retain the product, packaging, batch information and delivery details and contact us immediately so the issue can be investigated.
Retain the parcel and medicine packaging. If the medicine itself appears damaged, compromised or suspicious, do not use it until the issue has been appropriately reviewed.
Do not send medicines through the post unless you have been given specific instructions for an authorised return. Unwanted medicines should instead be handled through an appropriate safe disposal route.
No. Nothing in this policy is intended to exclude or restrict statutory rights that apply to you under UK consumer law.

Something did not go as expected?

For an order, refund or delivery issue, contact customer support first. If you wish to make a formal complaint about the service, pharmacy, professional conduct or how your concern was handled, use our dedicated complaints procedure.

Complaints Procedure →