Returns & Refund Policy

1. About us

This Returns & Refund Policy applies to i-Prescribe, the trading name of I Prescribe Limited, Company Number 16207578.

2. Prescription medicines

For patient safety, prescription medicines cannot normally be returned once they have been dispensed and dispatched.

This is because we cannot guarantee that medicines have been stored appropriately after leaving our pharmacy.

We are therefore unable to restock or re-supply returned medicines.

This policy does not affect your statutory rights.

3. Refrigerated medicines

Certain medicines supplied by i-Prescribe, including refrigerated weight management medicines such as Mounjaro® and Wegovy®, require continuous refrigerated storage.

Once these medicines have been delivered, we cannot verify that the required storage temperature has been maintained.

For this reason, refrigerated medicines cannot usually be returned or refunded unless:

• The medicine was supplied incorrectly.
• The medicine arrived damaged.
• The medicine is defective.
• Your statutory rights require us to provide a remedy.

If you believe there is a problem with a refrigerated medicine, please contact us before using it.

4. Medicines supplied in error

If you receive the wrong medicine or an incorrect quantity, please contact us immediately.

Do not use any medicine supplied in error.

Where appropriate, we will investigate the matter and arrange a replacement or refund.

5. Damaged medicines

If your parcel or medicines arrive damaged, please notify us as soon as reasonably possible.

Where possible, please retain:

• The original packaging.
• The medicines supplied.
• Photographs showing the damage.

This information helps us investigate the issue promptly.

6. Faulty products

If you believe a medicine or healthcare product is faulty, please contact us before using it.

We may request further information or photographs to assist with our investigation.

Where appropriate, we may replace the item or provide a refund.

7. Orders declined following clinical review

Payment for certain treatments includes a professional clinical assessment.

If, following assessment, our prescriber determines that treatment is not clinically appropriate, you may receive either:

• A full refund.
• A partial refund where this has been clearly explained before purchase and reflects the cost of the clinical consultation already undertaken.

Where a consultation fee is retained, this reflects the professional time spent reviewing your medical information and making a safe clinical decision.

8. Cancelling an order

You may request cancellation of your order before:

• Your consultation has been clinically assessed.
• Your medicines have been dispensed.

Once dispensing has commenced, cancellation may no longer be possible.

9. Consumer Contracts Regulations

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to medicines or healthcare products that are liable to deteriorate or expire rapidly, or which are unsuitable for return for reasons of health protection or hygiene once supplied.

Prescription medicines therefore cannot usually be cancelled or returned after dispatch.

10. Incorrect delivery address

It is your responsibility to ensure that the delivery address provided is correct.

Refunds will not normally be provided where delivery fails because an incorrect or incomplete address has been supplied.

11. Lost parcels

If Royal Mail confirms that your parcel has been lost during transit, we will investigate the matter promptly.

Where appropriate, we may:

• Send a replacement medicine.
• Provide a refund.
• Agree another suitable resolution.

Each case will be considered individually.

12. Refund method

Approved refunds will normally be made using the original payment method.

Refunds are usually processed within 5–10 working days, although the time taken for funds to appear in your account will depend on your bank or card provider.

13. Circumstances where refunds may be refused

We may decline a refund where:

• Medicines have been used.
• Medicines have been stored incorrectly after delivery.
• The cold chain cannot be verified following delivery of refrigerated medicines.
• Incorrect delivery information was provided by the customer.
• The request falls outside your statutory rights.

Each request will be assessed fairly and individually.

14. Your statutory rights

Nothing in this policy limits or excludes your legal rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

15. Contact us

If you have any questions regarding this Returns & Refund Policy, please contact us.