Refund policy

Refund Policy

Approved refunds will normally be returned to the original payment method used at the time of purchase.

Refunds are usually processed within 5–10 working days. The time taken for the funds to appear in your account may vary depending on your bank, card provider or payment processor.

Prescription medicines cannot normally be returned once they have been dispensed and dispatched, as we are unable to guarantee that appropriate storage conditions have been maintained after they leave the pharmacy.

Refrigerated medicines, including cold-chain products such as Mounjaro and Wegovy, cannot normally be returned or refunded after delivery unless the item was supplied incorrectly, arrived damaged or defective, or you are otherwise entitled to a remedy under applicable consumer law.

If we supply the wrong medicine, strength, quantity or product, please contact us as soon as possible. We will investigate the issue and, where appropriate, arrange a replacement or refund.

If a product arrives damaged or is believed to be faulty, we may request photographs or other information to allow us to investigate before issuing a replacement or refund.

Where treatment is declined following clinical assessment, any refund due will be processed in accordance with the terms presented at the time of purchase. Where a consultation or assessment fee was clearly disclosed in advance, this may be deducted from the amount refunded.

Orders may be cancelled before clinical assessment, dispensing or fulfilment has commenced. Once dispensing or preparation of the order has begun, cancellation may no longer be possible.

We may refuse a refund where a medicine has been used, stored incorrectly, returned in a condition where its integrity cannot be verified, or where cold-chain storage requirements can no longer be confirmed.

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