Returns, Refunds, Cancellations & Feedback

Returns Policy

We understand that there may be occasions when you wish to return an item. However, due to strict UK legislation, medicines cannot be returned under any circumstances. This includes all prescription and non-prescription medications, such as:

• Prescription-only medicines (POM)
• Over-the-counter treatments
• Anti-malaria tablets
• Pain relief products
• Antihistamines
• Medicinal creams and liquids

If you are unsure whether a product qualifies as a medicine, please contact our Customer Service team for clarification.

Why Medicines Cannot Be Returned

Regulatory Compliance: UK law requires strict control over the storage and handling of medicines. Accepting returns would breach these regulations.

Safety Concerns: Once medicines leave our premises, their integrity cannot be guaranteed. Returned medicines must be destroyed to prevent health risks.

If you no longer need a medicine, please take it to your local pharmacy for safe disposal.

Non-Medical Items

Items that are not classed as medicines may be returned within 14 days of receipt, provided they are unused and in original packaging. Once your return is authorised, you have an additional 14 days to send the item back.

Please note:

• Return postage costs are your responsibility, even if your original order qualified for free delivery.
• Refunds will be processed once the returned item is received and inspected.

Incorrect or Damaged Items

If you receive an incorrect or damaged item:

• Contact our Customer Service team immediately.
• Please provide clear photos and a description of the issue so we can assist you promptly.
• Do not dispose of or tamper with the item before the review.
• In some cases, we may ask you to return the item. If so, we will provide a prepaid returns label.

Important: If evidence is not provided, we cannot issue a replacement or refund.

Refused Deliveries

You may refuse delivery only if the parcel is visibly damaged. Please notify our Customer Service team within 7 days. Refusing delivery is not an accepted method for returning unwanted items.

Parcels Returned by Courier

If a parcel is returned to us by the courier without prior arrangement:

• We will not automatically contact you.
• Please reach out to our Customer Service team to arrange redelivery.
• Redelivery costs £10, and the original items dispensed will be resent (not new items).

Cancellation Policy

We understand plans can change. If you need to cancel an order, please email [email protected] with the following:

• Your full name
• Order number
• Reason for cancellation

A £10 cancellation fee applies to cover administrative and logistical costs. Refunds (minus applicable fees) will be issued to your original payment method within 5–7 business days after confirmation.

Important:

• For Prescription Only Medicines (POM), cancellations are not possible once the order has been dispatched.
• Cancellations must be made at least 48 hours before your chosen delivery date to prevent shipping.

Discount Code Policy

• Discount codes can be used once per order.
• Codes must be applied at checkout and cannot be added afterwards.
• Cannot be combined with other promotions unless stated.
• Subject to expiry dates and promotional terms.

If your order changes after applying a code:

• If the new total is lower, we will refund the difference based on the discounted amount.
• If higher, you will pay the difference; the original discount still applies.

Blue Light Discount:

Email valid proof of your Blue Light Card to [email protected] to receive your discount.

Refund Processing

Refunds are issued to the original payment method within 5–7 business days after confirmation. Processing times may vary depending on your bank or payment provider.

Need Help?

If you have any questions or need assistance, please contact us at [email protected] or via the Customer Service section on our website.