Returns & refunds
Customer Care
Need Help?
Feel free to submit an enquiry via the form and we will get back to you as soon as possible.
Customer Care
Returns & Refunds
Due to the nature of medicines and healthcare products, returns are handled differently from standard retail purchases. The information below explains when refunds or replacements may be available and what to do if there is an issue with your order.
Can I return my medication?
In most cases, medicines cannot be returned once they have been dispensed and dispatched. This is to protect patient safety and comply with UK medicines regulations.
We are unable to accept returns for:
- Prescription-only medicines
- Opened or used products
- Medicines that have left our control after dispatch
Why can’t medicines be returned?
Medicines are subject to strict safety and storage requirements. Once a product has been dispatched, we cannot guarantee that it has been stored correctly or handled safely. For this reason, UK pharmacy regulations do not allow medicines to be reissued or resold.
What if I change my mind after ordering?
If your order has not yet been approved by a prescriber, you may request cancellation by contacting our Patient Care Team.
If cancelled at this stage, no charge will be taken.
Once a prescription has been approved and the medication dispensed, the order cannot be cancelled or refunded unless there is a fault or error.
What happens if my order is rejected?
If your consultation is reviewed and the medication is deemed unsuitable:
- Your order will be cancelled
- A full refund will be issued to the original payment method
- Refunds typically take 3–5 working days to appear, depending on your bank or payment provider
What if I receive the wrong item?
If you believe you have received an incorrect medication or product:
- Do not use the item
- Contact our Patient Care Team immediately
- We may ask for photographs or further information
If an error is confirmed, we will arrange a replacement or refund as appropriate.
What if my medication arrives damaged?
If your order arrives damaged or compromised:
- Contact us as soon as possible
- Provide clear photographs of the packaging and contents
- Do not use the medication
Where a fault is confirmed, we will arrange a replacement or refund in line with consumer law.
What if there is a delivery issue with refrigerated medication?
For refrigerated medicines (such as weight-loss injections):
- For delivery issues, you must contact us within 14 days of the original dispatch date
- Claims made after this period cannot be accepted
- We may request photographs, delivery information, or temperature indicators where applicable
All refrigerated medicines are shipped via next-day delivery to maintain the cold chain.
What if my weight-loss injection pen is faulty?
If you experience an issue with an injection pen:
- Contact our Patient Care Team immediately
- Do not attempt to fix, adjust, or use the pen unless instructed to do so
Any damage caused by tampering or unauthorised adjustments may result in support, replacement, or compensation being declined.
What if my delivery is missed or delayed?
If your delivery is delayed or missed:
- Use the courier tracking link to check the status
- Contact us if the issue is not resolved
For refrigerated items, it is especially important to notify us promptly so we can assess whether the medication remains suitable for use.
How are refunds processed?
Where a refund is approved:
- Refunds are issued to the original payment method
- Processing typically takes 3–5 working days
- Buy now, pay later providers may have separate refund timelines and terms
Who should I contact about a return or refund?
Please contact our Patient Care Team:
Include your order number and a clear description of the issue to help us resolve it quickly.
