Refunds and Returns Policy

Declined Orders

  • 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 5-7 working days to reach your account.

Return of Medicines

By law we cannot accept the return of any medication as it cannot be reused once it has left our premises. 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 treatment is dispatched.

Should you be unable to collect your missed delivery or arrange for your medication to be re-delivered by Royal Mail/DPD, the pharmacy can resend your medication to the same, or a different address provided it has been returned to us and this happens within a 30-day window.

What is “off-label” use?

Occasionally, you may be prescribed a licensed drug to treat a condition which it not listed in the product license. This is known as off-label prescribing.

A doctor/dentist/nurse prescriber etc will only prescribe off-label if they believe that the medication will be effective at treating the condition in question, and that the advantages outweigh any potential risks.

However, the prescriber needs to let you know beforehand that the drug is being prescribed off-label. They should also tell you about any potential risks associated with this method of use.

Your safety is our priority. We will always inform you when a medicine is being prescribed for an off-label use, and provide access to safety information regarding the medication.

If you have any further questions regarding the above or want further clarification, please feel free to contact us at

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NB: All treatment options are subject to the completion and assessment of a medical consultation form

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