Refunds and cancellations

Order cancellations

Before dispatch

You may cancel your order at any time before it has been dispatched. Please contact us as soon as possible by email or phone. If we can stop the order before dispatch, you will receive a full refund.

After dispatch

Once an order has been dispatched, it cannot be cancelled. Please refer to our returns policy for information on returning items.

Prescription medicines

Due to pharmaceutical regulations, orders for prescription medicines cannot be cancelled once the medication has been dispensed. This is for patient safety and in accordance with GPhC guidelines.

Consultation cancellations

If you need to cancel a booked consultation, please contact us at least 24 hours in advance. Cancellations made with less than 24 hours notice may not be eligible for a refund.

The assessment fee covers your clinical assessment and is redeemable against treatment if it is supplied. If the prescriber determines that treatment is not clinically appropriate, the assessment fee is refunded in full. You will be advised on suitable alternatives and you will not be charged for any medication.

Refund policy

Eligible for Refund

• Orders cancelled before dispatch
• Faulty or damaged items
• Incorrect items sent
• Non-pharmaceutical products returned unused within 14 days
• Consultations cancelled with 24+ hours notice (before clinical assessment)

Not Eligible for Refund

• Dispensed prescription medicines (once medication leaves the pharmacy)
• Opened or used healthcare products
• Orders already in transit
• Consultations cancelled with less than 24 hours notice
• Change of mind after receiving prescription medication

Refund process

How to Request a Refund

To request a refund, please contact us with your order number and reason for the refund. We aim to process all refund requests within 5 working days.

Refund timeline

Once approved, refunds are processed to your original payment method. Please allow:

• Credit/Debit cards: 5-10 working days
• PayPal: 3-5 working days
• Other payment methods: Up to 14 working days

Your rights

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. If you believe you have received defective goods or services, you may be entitled to remedies under consumer law.

Contact us

For refund or cancellation requests, please contact us: