Refund and Returns Policy
Declined prescription requests
- If after reviewing your consultation form, our prescribers find you ‘unsuitable‘ for treatment, your order will be declined.
- In such cases we will issue a full refund.
- Refunds are credited back to the original card used, and may take up to 5-working days to reach your account.
Your right to modify or cancel your order
- If you wish to make any changes or cancel an order, you must contact us as soon as possible.
- We will let you know whether the change/cancellation is possible at that stage, and confirm any details including any product modification, delivery details, price change or refund etc
- Cancellations can only be considered before the prescription is posted to the pharmacy’s online portal.
- Please use our Contact Us Form
Faulty or damaged goods
- The Consumer Rights Act 2015 allows you to claim a refund on faulty goods within 30 days of receipt.
- In case of faulty or damaged goods, we offer a replacement once the original is returned.
- The item has to be returned to us in its’ original packaging.
- If you believe any of the items you have received are damaged or faulty or sent to your in error, please contact us within 72 hours to report it.
- Please use our Contact Us Form
Refund of prescription medication
- The law around prescription medication is very clear. Once your order has left the premises you have no rights to cancel it under the Consumer Protection (Distance Selling) Regulations 2000 or otherwise. Medicinal products cannot be returned due to the legislation governing the sale and supply of medicines in the UK. Therefore, please be aware that we DO NOT accept exchange/returns/refunds for any prescription medication once the order has been processed and goods are dispatched.
- Any medication returned to us must be correctly disposed of within 30 days.
- You have the right to cancel your order up to the point when your prescription is uploaded to the pharmacy portal to fill and despatch.
- Please use our Contact Us Form
Incorrect or missing items
- It is your responsibility to check your order for quality defects and shortages promptly on receipt of your prescription.
- You must notify us of any potential claim for damaged or missing items within 72 hours (three working days).
- In case of incorrect goods received, we offer a replacement once the original item is returned to us.
- The item has to be returned unopened, unused and in its’ original packaging.
- Please use our Contact Us Form
