Returns and refunds

Dispensed medicine generally cannot be returned. That is a patient-safety rule, not a commercial one — and it is worth explaining rather than hiding in terms.

Why we cannot take medicine back

Once a medicine has left our pharmacy, we can no longer account for how it was stored — whether it sat in a hot car, was exposed to damp, or was tampered with. A returned medicine cannot be verified as safe, so it can never be dispensed to another patient. Pharmacy regulations reflect this: returned medicine must be destroyed.

Any pharmacy offering to restock and resell returned medicine is doing something you should be alarmed by.

When we will always put it right

If the problem is ours, we fix it at our cost — replacement or refund, your choice where a refund is possible:

• We dispensed the wrong thing — wrong medicine, wrong strength, wrong quantity.
• It arrived damaged — broken packaging, crushed, compromised seal.
• Cold chain failed — a refrigerated medicine arrived warm.
• It arrived expired, or with too little shelf life to complete your course.
• It never arrived — we trace it and dispense a replacement where the law allows.
• It was recalled — we contact you directly, because we record lot numbers against orders.

Call [[PHONE]] within [[PROBLEM_WINDOW]] of delivery. Keep the packaging and the labelling — it helps us trace the lot. Do not take medicine you think is wrong, damaged or spoiled.

Cancelling before it ships

You can cancel any time before we dispense, for a full refund. Once a prescription has been dispensed and labelled for you personally, it cannot be returned to stock even if it has not left the building. Call [[PHONE]] as early as you can and we will do what we can.

If we cannot fill your prescription

Sometimes a pharmacist review means we will not dispense — an interaction, an expired prescription, or a medicine we cannot lawfully ship to you. You are refunded in full. We check this before taking payment wherever we can, so it should be rare.

Disposing of medicine you no longer need

Do not put it in household waste and do not flush it. Any pharmacy will take unwanted medicine back for safe destruction, free — including ours, and including medicine you did not buy from us. Ask at any local pharmacy counter.

How refunds are paid

Back to the original payment method, within [[REFUND_DAYS]] of us agreeing it. Shipping is refunded too where the fault was ours.