Cancellations, returns & refunds

You can abandon a quote or ask us to close it at any time before payment. There is no charge for requesting a quote.

If you cancel after payment and the pharmacy has not yet dispensed, we will refund the amount you paid, usually within 5–10 working days to the same payment method. Contact us via the Contact page with your reference.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day cooling-off right does not apply to:

• Medicinal products, once supplied for your personal use.
• Sealed goods that are not suitable for return once unsealed for health protection.
• Goods made to your specification once preparation has started.

For that reason we cannot accept returns of dispensed medicines for a change of mind, and we cannot restock returned medicines. Do not post medicines back to us unless a pharmacist has asked you to because of a dispensing error.

If we supplied the wrong item, a damaged pack, or an item we should not have sent:

• Stop using it and contact us immediately.
• A pharmacist will advise whether to return it and how to do so safely.
• We will replace it or refund you, and record it as a patient-safety incident.

If the courier records a delivery but you did not receive the parcel, contact us the same day if you can. We will investigate with the courier. A refund or resend is not automatic if the parcel was left as you instructed or signed for at your address. See the Delivery policy.

Refunds go back to the original Stripe payment method. We do not refund in cash. If only part of an order is cancelled before dispensing, we refund that part.