Refunds & Returns Policy
We aim to handle order concerns fairly, clearly and promptly. This policy explains how to report delivery problems, damaged goods, incorrect items and refund requests.
1. Order Issues & Resolution
If an order has not arrived or tracking indicates a delivery problem, contact our support team with your order reference. We will review the available delivery information and explain the next steps.
Where an order is confirmed lost or another remedy is legally required, we will work with the customer to resolve the issue in accordance with applicable law and the circumstances of the order.
2. Damaged or Incorrect Items
If an item arrives damaged, or you believe you have received something different from what you ordered, contact us as soon as reasonably possible. Please include your order reference and, where safe and appropriate, photographs of the external packaging and the issue.
We will review the report and explain any available remedy, which may include a refund or replacement where appropriate and legally permitted. Any suggested reporting timeframe does not remove your statutory rights.
3. Prescription Medicines & Returns
For safety, quality and product-integrity reasons, prescription medicines may be subject to special return and handling restrictions. Do not use, open, dispose of or send medication back without first receiving appropriate instructions.
Contact the dispensing pharmacy for guidance if medication arrives damaged, appears incorrect, has been recalled, or raises a safety concern. Any return restrictions will be applied consistently with applicable law and your statutory rights.
4. Refunds & Replacements
Each request is reviewed according to the order details, available evidence, the nature of the issue and applicable consumer and medicines regulations.
If a refund is approved, we will explain the amount and processing arrangements. The time it takes for funds to appear may depend on the payment provider or financial institution.
5. How to Make a Claim
Contact us through the website’s contact page using the contact details published there. Include your order reference, a description of the issue and any relevant supporting information.
Please do not send unnecessary medical information or prescription details through a general contact form.
Important Information About Your Rights
This policy does not limit any rights you may have under applicable consumer-protection law. Certain online purchases may qualify for cancellation rights, while exceptions can apply to medicines and sealed goods for health-protection reasons. The applicable rules depend on the product and circumstances.
Need Help With an Order?
Contact our support team through the contact details published on our website. We will review your enquiry and explain the appropriate next steps.