Returns & refunds
Our approach to cancellations, returns and refunds. None of this affects your statutory rights.
Last updated 13 November 2026
Cancelling an order
You can cancel an order from your account until we start preparing it. You'll get a full refund, or if the order was still waiting for pharmacist approval, the hold on your card is simply released. Once an order is being prepared, please call us and we'll do our best to help.
Medicines
For safety reasons we can't accept medicines back once they've left the pharmacy, because we can't be sure how they've been stored and they can never be resold. This doesn't apply if something is wrong with your order (see below).
Other products
Non-medicine items (for example skincare) can be returned within 14 days of delivery for a refund, as long as they're unopened and in their original sealed packaging. Please contact us first so we can tell you where to send them. Return postage is your responsibility unless the item was faulty or sent in error.
Damaged, faulty or wrong items
If anything arrives damaged, faulty, or isn't what you ordered, please contact us within 14 days of delivery with your order number and, if possible, a photo. We'll send a replacement or refund you in full, including delivery.
How refunds are paid
Refunds go back to the card you paid with. They usually reach your account within 5 to 10 working days, depending on your bank.