This policy explains how to cancel an order, request a return and report a problem.
Before Payment or Dispatch
You may ask us to cancel an order before payment is received. You may also contact us before dispatch, although cancellation cannot be guaranteed once processing has begun.
Change-of-mind Rights
Where the law gives you a right to cancel, you normally have 14 days after receiving the goods to tell us, followed by 14 days to return them. Sealed goods that are not suitable for return for health-protection or hygiene reasons may lose this right once unsealed. This exception is applied only where the law permits.
Medicines and Health Products
Some medicinal, health-protection and hygiene products cannot be resold safely after dispatch or opening. This does not affect your rights when goods are faulty, damaged, misdescribed or incorrect.
Damaged, Faulty or Incorrect Goods
Contact Support within seven days where possible and include your order number and a description of the problem. We may ask for safe supporting evidence. We will provide an appropriate remedy, which may include a replacement or refund, without limiting your statutory rights.
Return Costs
You are normally responsible for the cost of a change-of-mind return. We cover reasonable return costs for faulty, damaged, misdescribed or incorrect goods. Do not return goods until Support has provided instructions.
Refunds
Approved refunds are made to the original account, card or payment route. We aim to process them within 3-5 working days and, where possible, no later than seven days after approval. Bank or payment-network processing may take longer. Statutory refund deadlines always apply.
Model Cancellation Form
To cancel where a statutory right applies, email support@ukmeds247.com with: “I give notice that I cancel my contract for the sale of the following goods”, followed by your name, address, order number, goods, order date, receipt date and the date of your notice.