1. Prescription medicines are not standard e-commerce products

We supply prescription medicines. This means we must follow strict safety and regulatory steps before we can dispense or dispatch anything. Those steps are there to protect you and all our patients.

Prescription medicines are dispensed specifically for you after a clinical assessment and prescriber approval. For safety and legal reasons, once a medicine has been dispensed and has left our pharmacy it cannot be returned for resale or reuse. It can only be supplied to the patient named on the prescription, or safely destroyed.

Prescription-only medicines supplied under a prescription or directions given by a prescriber are excluded from the right to cancel for distance contracts (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 27(2)(a)).

2. Before we dispatch anything

We cannot supply or ship prescription medicines until the required checks have been completed and a prescriber has reviewed your information and approved treatment.

These checks can include:

• answering consultation questions so a prescriber can assess suitability;
• confirming your identity (for example via a soft search or, in some cases, requesting ID);
• clinical review and prescription approval, and in some cases a video consultation or video review.

Where we use video consultations or video reviews, these are usually carried out via WhatsApp. If WhatsApp is not suitable, we may be able to arrange Zoom, Google Meet, or another suitable method.

If you need language or communication support, tell us in advance. You may arrange a suitable interpreter or support person. If we cannot communicate clearly enough to assess suitability, explain risks, and obtain informed consent, we may delay or decline prescribing and refund the order if appropriate.

For some higher-risk treatments (including weight management medicines), we require your GP details and your consent to share relevant information with your GP or GP practice for safety. If you do not provide GP details or do not consent where required, we may be unable to supply and we will refund the relevant order in line with our Terms and Conditions.

Delivery timescales apply from dispatch confirmation (when the parcel is handed to the courier), not from the time you place your order. Tracking can take a short time to update after dispatch.

If you select a preferred delivery day, this is a request only and is not a guaranteed delivery date or time.

If you need to cancel an order before dispatch, please contact us as soon as possible. We can sometimes stop an order right up until it is handed to the courier, but this cannot be guaranteed once processing has started. If we are able to cancel before dispatch, we will refund the amounts paid for that order. Once an order has been dispatched, it cannot be cancelled.

If you are travelling or expect to be unavailable for a period of time, we strongly recommend planning ahead. Schedule your pen to be received at least 7 working days before travel (or before you become unavailable). Delivery delays and re-delivery attempts can occur, so you should ensure you can receive the parcel and store it correctly. If you are unsure, contact us before ordering.

3. When you will get a refund

3.1 Not clinically appropriate

If a prescriber does not approve treatment, we will not dispatch anything and we will refund 100% of what you paid for that order (including any delivery fee paid for that order).

3.2 Pricing errors

If a pricing error means you were charged too much, we will refund the difference.

3.3 If we have made an error

Nothing in this policy affects your statutory rights. If you believe we have supplied the wrong item, there is a dispensing error, or the medicine itself is damaged on arrival, contact us promptly and before using the medicine. We will assess the issue and confirm the appropriate next steps.

4. Once medicines have been dispatched

No refunds are available once the correct medication has been clinically approved, dispensed and dispatched in line with your prescription and order. This includes:

• change of mind, or deciding you no longer want treatment (including where tracking has not yet updated);
• side effects, adverse reactions, dissatisfaction, or lack of effectiveness (where the correct medication was supplied following clinical assessment);
• part-used or partially wasted doses, missed doses, or incorrectly administered doses;
• damage after delivery, including damage caused by incorrect storage, handling, or use; and
• requests for partial refunds for unused doses or unused portions of treatment.
• a first or second delivery attempt being missed, a parcel being returned to us, or a re-dispatch being required after unsuccessful delivery attempts;
• for weight management injections or other medicines requiring specific handling and storage, where delays, missed delivery attempts, returns or re-dispatch mean we cannot be satisfied the medicine remains suitable for its full intended course of use; and
• requests to have a medicine requiring specific handling and storage dispatched or re-dispatched for partial use only.

4.1 Generic medicines and brands

If you are prescribed a medicine by its generic (non-brand) name, we may supply any suitable generic version that matches the active ingredient, strength and pharmaceutical form. The manufacturer and packaging may vary, and boxes, blister packs, tablets or capsules can look different (including differences in size, shape and colour). If you tell us a brand preference, we will make best efforts to supply that brand where it is in stock and available at the time of dispensing, but we cannot guarantee any specific generic manufacturer.

Generic medicines supplied by regulated manufacturers are medically equivalent. For example, if you order sildenafil or finasteride generically, you may receive a different manufacturer's pack from a previous order, but the medicine is equivalent in active ingredient, strength and form.

No refunds are available because you prefer a different generic brand or because of differences in appearance or packaging where the correct medicine was supplied. If you have concerns about side effects or suitability, contact us for clinical support.

4.2 Cosmetic damage to outer packaging

Cosmetic damage to outer packaging can occur during courier handling. We do not offer refunds or replacements where the concern relates only to cosmetic damage to outer packaging and there is no evidence of damage to the medicine itself. If the medicine itself appears damaged or unsafe to use, do not use it and contact us promptly.

5. If a parcel is returned to us by the courier

Sometimes parcels are returned to us (for example after missed delivery attempts, delivery refusal, address issues, or failure to collect). If this happens, we will inspect the parcel against manufacturer guidance and safety requirements.

Because prescription medicines are dispensed for a named patient and cannot be reused or resold once they have left our pharmacy, a return does not create a right to a refund. This includes where delivery attempts were missed or a re-dispatch is needed.

Where it is safe and intact, we may be able to offer a one-off re-shipment to you (the named patient) at no extra charge.

If safety or integrity cannot be assured, or if we cannot be satisfied that a returned medicine remains suitable for its full intended course of use, we will dispose of it for safety.

For medicines requiring specific handling and storage (including weight management injections), if we cannot be satisfied a returned parcel remains suitable for its full intended course of use we will not dispatch or re-dispatch it and will dispose of it for safety.

For a returned weight management pen, that means we must be satisfied it can still be supplied for its full 4-dose course within the manufacturer's permitted out-of-fridge period. If we cannot, we will not dispatch or re-dispatch it.

If such a medicine is returned because you were unavailable to receive it or to collect it promptly, and it can no longer be supplied safely for its full intended course of use, you will need to place a new order and pay for a replacement. You cannot insist on receiving it for partial use only.

6. Delivery problems and investigations

If your parcel is delayed, missing, damaged, or marked "delivered" but not received, contact us promptly. If tracking shows "delivered" but you have not received the parcel, you must tell us within 3 working days of it being marked delivered. Early contact gives the best chance of investigating with the courier.

Investigations are subject to courier time limits and may take time to complete.

• (b) Missing items: if your parcel arrives but items are missing, contact us within 3 working days of delivery.
• (c) Damage: if your parcel arrives damaged, or the medicine itself appears damaged or unsafe to use, contact us within 2 working days of delivery and before using the product.
• (d) Delays: if your parcel is delayed, contact us. We may ask you to wait until the investigation trigger has passed (see section 6.1).

We may ask you to provide information and documentation to support a courier investigation (for example photographs of the parcel, delivery details and confirmation, and a brief written statement of what happened). The courier may also require declarations or claim documentation. You agree to provide requested information and complete courier documentation promptly, as delays can prevent us from progressing or completing an investigation.

In many cases we need to follow the courier's investigation process before we can confirm a replacement or refund. This helps avoid duplicate supplies of prescription medicines if the original parcel later arrives.

6.1 Investigation triggers and outcome targets

The investigation process depends on the delivery service used. Once an investigation is opened and we have any required courier documentation from you, we aim to confirm an outcome within the target times below.

6.2 Delivery fees

Premium delivery fees cover the cost of a faster, fully tracked courier service. Premium delivery fees are not refundable once the parcel has been dispatched, including where a parcel does not arrive on your preferred delivery day, delivery is delayed, a depot hold occurs, or a delivery attempt fails due to courier network issues outside our control. If we have applied the wrong delivery service (for example premium delivery was paid for but not applied), we will refund the difference.

7. Medicines requiring specific handling and storage (including weight management injections)

Medicines requiring specific handling and storage (including weight management injections) must be received promptly after dispatch and stored correctly in line with the manufacturer's instructions.

If you are travelling or expect to be unavailable for a period of time, we strongly recommend planning ahead. Schedule your pen to be received at least 7 working days before travel (or before you become unavailable), so you can receive it and store it correctly. Delivery delays and re-delivery attempts can occur, so you should ensure you can receive the parcel promptly. If you are unsure, contact us before ordering.

If a pen cannot be delivered and is returned to us, we must assess it against manufacturer guidance and patient safety requirements. We will only dispatch or re-dispatch it if we are satisfied it remains suitable for its full intended course of use.

For a weight management pen, that means it must still be suitable for its full 4-dose course within the manufacturer's permitted out-of-fridge period. If it is not, we will not dispatch or re-dispatch it, we will dispose of it for safety, and you cannot insist on receiving it for partial use only.

If it is returned because you were unavailable to receive it or to collect it promptly and it can no longer be supplied safely for its full intended course of use, you will need to place a new order and pay for a replacement.

If you are travelling and need to take more than one pen with you, contact us as early as possible. Where appropriate, we may be able to agree an alternative supply schedule, subject to prescriber approval and evidence of travel (for example a flight booking confirmation).

8. Contact

Email: [email protected]

Phone: 01625 460 621