Legal

Refund & Return Policy

What can and cannot be returned, when we will refund or replace an item, how consultation fees work, and how to raise a claim.

1. What cannot be returned

For patient safety and to comply with our obligations as a licensed pharmacy, the following are not returnable or refundable once delivered or dispensed:

• Any medicine or pharmaceutical product that has left our premises, whether opened or unopened;
• Refrigerated and cold-chain products;
• Prescription-only medicines and scheduled poisons;
• Any item whose seal, blister, tamper-evidence or outer packaging has been opened or broken;
• Special, indent or non-stock items ordered specifically for you;
• Short-dated or clearance stock, where the expiry date was disclosed and the item was sold on that basis.

This does not affect your statutory rights under the Consumer Protection Act 1999 in respect of goods that are defective or not as described.

2. When we will refund or replace

We will replace the item or refund you in full — including delivery charges — if, on arrival, it is:

• Damaged in transit — broken, crushed, leaking, or with compromised packaging;
• The wrong item or the wrong quantity against your order;
• Expired, or with less than 6 months of shelf life remaining, unless it was sold to you as short-dated stock;
• Defective, or subject to a manufacturer or regulatory recall;
• Delivered warm, in the case of a cold-chain item where the cold pack has fully thawed on arrival.

Reporting window

Where possible, please photograph the problem before opening the item, and keep the packaging until the claim is settled. Claims raised after these windows may be declined, because we can no longer establish where the fault occurred.

3. Consultation and prescription fees

• A teleconsultation fee is not refundable once the consultation has taken place. You are paying for the doctor's time and clinical assessment, not for a particular outcome — including where the doctor decides, on clinical grounds, not to prescribe.
• If you cancel before the consultation starts, or if we cannot provide the consultation at the agreed time, the fee is refunded in full.
• If a consultation cannot be completed because of a technical failure on our side, we will either reschedule at no cost or refund the fee.
• Where a prescription is issued but the medicine is then found to be unavailable, we refund the cost of that medicine in full. The consultation fee stands.

4. Cancelling an order before dispatch

You can cancel an order at no cost any time before it is dispatched — contact us on WhatsApp or by phone with your order number. Once we have refunded you, the order is closed. If the order has already left us, section 1 applies.

5. How refunds are paid

• Refunds go back to the original payment method, processed through our payment provider CHIP. We cannot redirect a refund to a different card, account or person.
• We will process an approved refund within 3 business days of agreeing it. Your bank or card issuer will then take a further 7–14 business days to show it — that part is outside our control.
• Where only part of an order is affected, we refund only that part, together with a fair share of the delivery charge.
• For approved trade accounts we will normally issue a credit note against your account rather than a cash refund, unless you ask otherwise and the invoice is already settled.

6. Trade and wholesale returns

In addition to the rules above, for approved trade accounts:

• Goods correctly supplied against your order are not returnable without our prior written authorisation.
• Where we do authorise a return, goods must be unopened, in original packaging, in saleable condition, and returned within 7 days of authorisation.
• We do not charge a restocking fee on authorised returns.
• Cold-chain items, controlled and scheduled products, and indent orders are never accepted back.
• Shortages and damages should be noted on the Delivery Order at the point of receipt wherever possible.

7. Product recalls

If a product you bought is recalled by the manufacturer or by the Ministry of Health, we will contact you using the details on your order and arrange a full refund or replacement — regardless of how long ago you bought it, and regardless of anything else in this policy.

8. Orders that do not arrive

If your order has not arrived within the estimated window in our Shipping Policy, contact us and we will trace it with the courier. If it is confirmed lost, we will resend it or refund you in full. Where a delivery fails because the address given was incomplete or incorrect, or nobody was available to receive a cold-chain item, redelivery may be chargeable.

9. How to raise a claim

Send us your order or Delivery Order number, a short description of the problem, and photos, by WhatsApp or email. A pharmacist or account manager will respond within 1 business day and tell you whether to return, dispose of, or keep the item — please do not send anything back before we confirm.