Cancellation & Refunds Policy
Changing or Cancelling an Order
If you wish to change or cancel an order, please contact us as soon as possible. A full refund is issued if the medication has not yet been dispensed. Once dispensed, cancellations and refunds are not accepted. This is due to legal restrictions on prescription medicines and because medication is prepared and labelled specifically for each patient.
Declined Prescriptions
If our prescribers decide you are unsuitable after reviewing your consultation form, your order will not proceed. In that case, a full refund is issued to your original payment card, usually processed within five working days.
Refund Processing Time
Refunds are returned to the same card used for payment. Most are completed sooner, but please allow up to five working days for the transaction to appear.
Faulty or Damaged Goods
Faulty or damaged products must be reported within 24 to 48 hours of delivery. We will investigate immediately and advise on next steps. Please do not return medication or devices unless asked to do so in writing. Items returned without request cannot be refunded or replaced.
Incorrect Orders
If you believe you received the wrong order, contact us within 24 hours of delivery. We will review the matter and resolve it promptly. Do not return medication unless instructed.
Legal Restrictions on Returns
Once a prescription medication has been dispensed, it cannot be returned, exchanged, or refunded under UK law, even if you change your mind after receiving the order. Returned medicines cannot be reused and must be safely discarded.