Refunds, Returns and Cancellations

You have the right to cancel your order up until the point when your treatment is dispatched by our pharmacist.

Cancellations

You can cancel your order by calling us on:

01603 931600

You will be unable to cancel your order once it has been dispensed by our pharmacy team.

Refund and Returns

We cannot offer refunds on medication once they have been dispensed by a Pharmacist and despatched to you. This is because the medication is classed as a personalised good, which includes the fee for a private prescription issued by one of our prescribers. We cannot reuse medication returned to us and these have to be destroyed in a safe manner.

Unfortunately, we are unable to accept returns if you have changed your mind. This is for safety reasons as we will not be able to re-sell returned medication.

Do not throw away any medicines via wastewater or household waste, please take medication to your local pharmacy and they will dispose of the products safely.

In the unlikely event that a medication has been delivered faulty or has been damaged via transit, we are happy to issue a replacement upon receipt of the item.

How to Return a non Medication Item

Please note the following points prior to returning your item:

1. The product is expired or faulty
2. The problem is announced within 3 days of the receipt of the product
3. The goods are returned in good condition, original packaging, with the labels still in place and unused
4. The return of the goods is previously announced by email and proper reasoning of the return is included in the email

Please note when returning goods we highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post.

We will refund you on the credit card or debit card used by you to pay. If the card that you used to pay with expires before the refund is made, please call us to provide your new card details.

Refunds

Refunds are issued for the following reasons

1. We have been unable to verify your ID (see our terms and conditions)
2. A prescriber has deemed the medication you ordered is unsafe for you based on answers from your health questionnaire
3. You have returned a non medication item, subject to the returns section of this policy.
4. You have raised the issue with the Company or Website and not with your credit card provider

In addition to refunding the cost of the item, we will refund the cost of standard postage paid on non medication orders. We will not refund the total postage cost for special deliveries unless the item has not arrived within the expected time. We do not refund postage on return of part order.

How long will it take to process your refund?

We will refund you on the credit card or debit card used by you to pay. It will take approximately 3-7 working days to be credited to your account, depending on your card provider.

If the card that you used to pay with expires before the refund is made, please call us to provide your new card details.

Further information

You can contact our customer service team using the details below:

Tel. 01603 931600

[email protected]