Due to UK healthcare regulations, we cannot accept returns of medications once they have been dispensed and left the pharmacy’s control​. This is to ensure medicine safety and integrity – returned medicines cannot be reused and pose a safety risk. Therefore, we do not offer refunds or returns for unwanted medications or if you change your mind after a prescription is dispensed. Please be sure that you want to proceed with the medication before confirming your order.

Exchanges for Damaged or Incorrect Items: We will replace medication or products that arrive damaged, defective, or if we sent you the wrong item. If your parcel arrives and the contents are damaged or broken, or the items do not match your order, please contact us within 48 hours of receipt. You can email us at our customer service email (or use the contact form) with your order details and describe the issue. We will likely request that you provide video or photo evidence of the damage/issue for our records and to facilitate a quick resolution​. Once confirmed, we will arrange for an exchange: the same product will be re-sent to you as a replacement at no additional cost. In some cases, we may provide a prepaid return label or ask you to mail the damaged item back to us. Please retain all packaging if something is damaged, as we might need it returned. The return should be sent to us at Unit T3, Enterprise Centre, Ray Street, Huddersfield, West Yorkshire, HD1 6BL, which is our pharmacy address, so we can safely dispose of or inspect the damaged items. As soon as we receive evidence of the damage (or the returned item), we will process the dispatch of the replacement. We do not issue refunds for damaged items, only like-for-like replacements (exchanges), given the nature of pharmaceutical products.

Exceptions: If by rare chance we cannot replace a damaged item (for example, if it is out of stock), we may discuss an alternative remedy with you, such as a refund or an alternative product, but this is at our discretion. Non-medicinal products (such as medical devices or accessories) may be eligible for return/refund if they are unopened and in re-sellable condition, but you must contact us first for authorisation. (Again, medicines are not returnable.)

Faulty Medicines: If you suspect a medicine we supplied is faulty (e.g., recall, strange appearance, etc.), do not use it and contact us immediately. We will provide instructions on what to do and will exchange it if necessary. You may also report medication quality issues through the Yellow Card scheme to the MHRA.

Cooling-off and Cancellations: Under the Consumer Contracts Regulations 2013, certain goods and services may have cancellation rights. However, exemptions apply to medicinal products and health services that have been fully provided. Once a prescription is issued and dispensed specifically for you, you cannot cancel the order as the medication is personalised to you and cannot be reused. Similarly, if you have booked a consultation and wish to cancel or reschedule it, you should give us at least 24 hours’ notice. Missing a scheduled consultation without prior notice may still incur the consultation fee. If you wish to cancel an order before the medicine is dispensed, please contact us as soon as possible. If the item has not been dispatched yet, we may be able to cancel and refund the medication cost at our discretion, but if the pharmacist has already prepared (dispensed) the medicine, we may not be able to cancel.