Return Policy
Our refund policy does not allow for any medicines to be returned because of legal, regulatory and safety reasons. We are not authorised to resell returned medication by our regulators.
If you have any unwanted or unused medication, you can take it to a local pharmacy and they will dispose of the products safely. We can also assist you in the disposal of the unwanted or waste medicines. Please get in touch with us if you need help with safe medicine disposal.
If you have ordered any of our products that will be delivered by post, you have the right to cancel an order up until the point your medication is dispatched. You can do this by contacting us here.
Your consumer right of return and refund
If you are a consumer, you have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Regulations”) during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep goods, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
However, for reasons of health, hygiene, safety and copyright this cancellation right does not apply in the case of:
- cosmetics, fragrances, hair accessories/products, products with security seals, food, confectionery, hosiery and any medical products, and
- Medicinal products or services that are either dispensed on prescription or are available free under an NHS agreement.
Your legal right to cancel a contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the contract between us is formed. Your deadline for cancelling the contract then depends on what you have ordered and how it is delivered, as set out in the table below:
| Your Contact | End of the cancellation period |
|---|---|
| Your contract is for a single product (which is not delivered in instalments on separate days). | The end date is the end of 14 days after the day on which you receive the goods. Example: if we provide you with a Dispatch Confirmation on 1st January and you receive the goods on 10th January you may cancel at any time between 1st January and the end of the day on 24 January. |
| Your contract is for either of the following: one product which is delivered in instalments on separate days. Multiple products which are delivered on separate days. | The end date is 14 days after the day on which you receive the last instalment of the goods or the last of the separate goods ordered. Example: if we offer you a Dispatch Confirmation on 1st January and you receive the first instalment of your goods or the first of your separate goods on 10th January and the last instalment or last separate goods on 15th January you may cancel in respect of all instalments and any or all the separate goods at any time between 1st January and the end of the day on 29th January. |
| Your contract is for the regular delivery of a product over a set period. | The end date is 14 days after the day on which you receive the first delivery of the goods. Example: if we offer you a Dispatch Confirmation on 1st January in respect of goods to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10th January, you may cancel at any time between 1st January and the end of the day on 24th January. 24th January is the last day of the cancellation period in respect of all goods to arrive during the year. |
You can contact us here.
If you cancel your contract we will:
- Refund you the price you paid for the goods. However, please note we are permitted by law to reduce your refund amount to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop.
- Refund any delivery costs you have paid, although, as permitted by law, the maximum refund amount will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of goods within 3-5 days at one cost but you choose to have the goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
- Make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
If you have received the goods and we have not offered to collect it from you: 14 days after the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us.
For information about how to return goods to us, see provisions set out below;
If you have not received the goods or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the contract.
If you have returned the goods to us under this consumer right of return and refund pursuant to the Regulations because they are faulty or not as described, we will refund the price of the goods in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
We will refund you on the credit card or debit card used by you to pay, but in the event of a partial refund, we reserve the right to issue a cheque to you. If the card you used to pay with expires before the refund is made please call us to give us your new card details.
If goods have been delivered to you before you decide to cancel your contract:
- You must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the contract. You can either send it back or return it to us in-store. Please note that we do not offer an exchange service by post. Please see our Returns page headed Returns by Post for our returns address and how to arrange a return;
- Unless the goods are faulty or not as described (in this case, see above), you will be responsible for the cost of returning the goods to us. If the goods cannot be returned by post, we estimate that if you use the carrier which delivered the goods to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection from our usual carrier.
Do not throw away any medicines via wastewater or household waste. Ask your local pharmacist how to throw away medicines you no longer use.