Return & Refund Policy

Our returns policy is set by EU distance selling laws and is set out below, but as we strive for customer satisfaction and understand every case is unique, we will help resolve any issues you may have with your order if you contact us immediately by telephone or email.
Unfortunately, by law we cannot accept the return of any medication that has left our premises 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 – this is defined as when you receive an email confirming that your order has been dispatched. The pharmacist must destroy any medication within 30 days of it being returned, even unopened boxes, so we are not able to offer refunds once your treatment has been dispatched.Should you be unable to collect your missed delivery or arrange for your medication to be redelivered by Royal Mail, 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.
Distance Selling Regulations
The Consumer Protection (Distance Selling) Regulations 2000 state that there is no right to cancel under the following circumstances:
Exceptions to the right to cancel
13.-(1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts-
(c) for the supply of goods clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;
Therefore, in terms of this exception, you have no right to cancel. However, in terms of our discretion exercised by us with regards to these terms and conditions, you have the right to cancel your order up to the point when your treatment is dispatched. The pharmacist must destroy any medication returned, even un-opened boxes, so we are not able to offer refunds once your treatment has been dispatched.
Faulty, damaged or incorrect goods
In the unlikely event that any non-medicinal products are faulty, defective, wrongly delivered or mis-described the customer must give us notice of cancellation as set out above and:
  • As well as refunding the price paid for the items and any applicable delivery charges paid, we will refund reasonable costs of returning the items to us;
  • Items need not be returned in the same condition as sold but you must return the items in the best possible condition; and
  • Items should be returned with the original packaging, if available, but will be accepted without the original packaging provided that you have taken all reasonable steps to ensure that the items reach us without being further damaged or lost.
In the event you receive your order and it contains faulty, damaged or incorrect goods, please contact us using the details below within 10 days of receiving the item. We will then decide on an individual basis on the course of action to take. This will either involve the product being refunded as detailed above or replaced.