Return Policy

The short version

If we made a mistake, or your order arrived damaged or faulty, we will always put it right. But medicines that have left the pharmacy cannot be returned to stock and resold, even unopened. That is a patient-safety requirement in law, not a shop policy we chose — once a medicine is out of our control we cannot verify how it was stored.

Cancelling before dispatch

You can cancel any order before it is dispatched for a full refund. Contact us as quickly as you can, quoting your order number. If a prescriber has not yet reviewed your request, cancellation is immediate.

Your right to cancel under the Consumer Contracts Regulations

For most online purchases you have 14 days to change your mind. Medicines are treated differently: the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 exclude goods that are not suitable for return for health protection or hygiene reasons once unsealed, and medicines supplied against a prescription are supplied for you specifically.

In practice this means sealed general sale items can be returned within 14 days, while dispensed prescription medicines cannot. Your statutory rights in respect of faulty or misdescribed goods are unaffected.

What we will always accept back

• An item we sent in error.
• An item that arrived damaged.
• An item that is faulty, or past or close to its expiry on arrival.
• An item subject to a manufacturer or MHRA recall.
• A sealed, unopened general sale item within 14 days, in resaleable condition.

What we cannot accept back

• Any prescription-only medicine that has been dispensed to you.
• Any medicine whose seal or tamper-evident packaging is broken.
• Any refrigerated item that has left our control.
• Items returned without contacting us first, which we cannot trace to an order.

This is not us being unhelpful. A returned medicine has an unverifiable storage history, and dispensing it to somebody else would be unsafe and unlawful.

How to start a return

1. Contact us at [CONTACT EMAIL] within 14 days of delivery, with your order number and what is wrong. Send a photograph if the item is damaged.
2. Wait for our instructions. Do not post anything back before we confirm — an unannounced return cannot always be identified.
3. Where a return is appropriate we will send a prepaid label or arrange collection. If the fault is ours, you never pay return postage.

Refunds

We process approved refunds within 5 working days of receiving the item or agreeing the claim, to the original payment method. Your bank may take a few days more to show it. Where the fault was ours we refund the original delivery charge too.

If a prescriber declines your request, the cost of the medicine is refunded in full and automatically — you do not need to ask.

Disposing of medicines you no longer need

Please do not put unwanted medicines in household waste or down the drain. Any community pharmacy will take them back for safe destruction, free of charge, including medicines bought from us.

Complaints

If you are unhappy with how we have handled a return, tell us and we will look at it again. You can also raise the matter with the General Pharmaceutical Council.