Changing or Cancelling an Order
If you wish to change or cancel your order, you must contact us as soon as possible. A full refund will be issued if your medication has not yet been dispensed. Once medication has been dispensed, we cannot accept cancellations or issue refunds. This is due to legal restrictions around prescription medicines and because medication is prepared and labelled specifically for each patient.
Declined Prescriptions
If, after reviewing your consultation form, our prescribers decide that you are not suitable for treatment, your order will not proceed. In such cases we will issue a full refund to the original payment card. Refunds are usually processed within five working days.
Refund Processing Time
Refunds are returned to the same card used for payment. While most refunds are completed sooner, please allow up to five working days for the transaction to appear in your account.
Faulty or Damaged Goods
If you receive a faulty or damaged product, you must inform us within 24 to 48 hours of delivery. We will investigate the issue immediately and advise you on the next steps. Please do not return any medication or devices unless we have asked you to do so in writing. Items returned without our request cannot be refunded or replaced.
Incorrect Orders
If you believe you have received the wrong order, contact us within 24 hours of delivery. We will review the matter and arrange a resolution. Do not return medication unless we instruct you to do so.
Legal Restrictions on Returns
Once a prescription medication has been dispensed, it cannot be returned, exchanged, or refunded under UK law. This applies even if you change your mind after receiving the order. Returned medicines cannot be reused and must be safely discarded.