All prescription orders require approval from a prescriber before they can be dispatched. The timeframe begins once the item is approved. Approval typically takes a few hours but may take up to 72 hours from the time of order placement. Please be aware that our delivery service is not guaranteed, and we are unable to provide a refund if the item is not delivered the next working day.
Delivery Policy
Orders will be dispatched as soon as possible once they have been received, paid for, and approved by a doctor (for medicinal products). Any estimated delivery times provided are based on availability and typical delivery schedules. Some products may not be shipped to specific destinations, as indicated on the website. Due to FDA regulations, our services are only available within the United Kingdom.
By using our service, you acknowledge that you may have an agreement with your chosen carrier, if applicable. All products will be delivered by the pharmacy within its country of establishment. Shipments are made on behalf of and at the risk of the customer. Customers agree to indemnify the company, doctors, and pharmacies against any legal actions arising from non-compliance with government regulations and importation laws in the destination country. Customers are responsible for any customs duties, taxes, and tariffs that may apply. All products are strictly for personal use.
By placing an order, you authorize the carrier as your agent to transport products from the registered pharmacy. Upon handing over the product to the carrier, the pharmacy has fulfilled its obligations, and the risk and ownership of the product transfer to you.
If the carrier provides GPS location data or a photographic record of successful delivery, refunds, credit reimbursements, or replacements will not be provided.
Refunds and Returns Policy
We aim for customer satisfaction with every order. However, if a product is:
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Not as described
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Faulty or damaged
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Unfit for purpose
You may choose to either:
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Receive a full refund via the original payment method, or
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Receive a credit reimbursement for the amount paid, applied to your patient account.
Any applicable delivery charges and reasonable return costs will also be covered.
Refunds will be processed via the original payment method unless you opt for credit reimbursement. If your payment card expires before the refund is processed, please contact customer service to update your payment details.
Refunds or credit reimbursements will not be granted in cases where:
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A doctor or pharmacy is unavailable but an alternative is provided
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The service experiences temporary interruptions
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Service disruptions occur beyond the company’s control
Differences in clinical opinions among doctors are expected, and if an online consultation or clinical assessment is conducted in good faith, no refund or credit reimbursement will be issued.
Refunds or credit reimbursements will also not be granted due to:
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Your absence at the time of service
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Poor network connectivity
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Negligence on your part
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Any reasons beyond the company’s control
For safety reasons, medicines cannot be returned unless specifically permitted in these terms.
Once a treatment request is approved by a doctor, a £24.95 non-refundable prescription and handling fee applies.
To initiate a return, you must contact customer support within 14 days of delivery and complete a refund request form. Requests submitted after the 14-day period will not be eligible for a refund or credit reimbursement. The prescription and handling fee is non-refundable.
If fraudulent refund activity or malpractice is suspected, we reserve the right to close your account.
For medication returns, you must contact customer support before sending back any items. Returns made without prior approval will not be processed for a refund or credit reimbursement.
If your chosen delivery address is a temporary or unsecured location (e.g., a hotel) or if you request parcel redirection, this is at your own risk. Refunds, credit reimbursements, or replacements will not be provided for correctly delivered orders.
If you refuse delivery or request for your parcel to be returned to the sender, no refund will be provided.
If GPS tracking confirms delivery to the correct location, refunds, credit reimbursements, or replacements will not be granted on the grounds of non-delivery.
If the carrier obtains your signed confirmation of delivery, refunds, credit reimbursements, or replacements will not be issued.
If a carrier error results in non-receipt of your order, you may request a refund, credit reimbursement, or replacement.
Refunds or replacements will not be provided for prescribed products if:
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Your medical diagnosis changes after purchase
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The product is no longer required or desired
If you are unavailable to accept your parcel within the allocated one-hour time slot and have not designated a secure location, refunds or replacements will not be provided.
Orders left in your designated safe place or at collection points are at your own risk. Refunds, credit reimbursements, or replacements will not be granted for such deliveries.
Products are not brand-specific unless explicitly stated in the product title or description. Illustrative images do not guarantee the brand you will receive. Refunds, credit reimbursements, or replacements will not be granted for receiving an undesired brand or selecting an incorrect medication (e.g., generic vs. branded).
Damaged, Missing, or Incorrect Orders
If your order arrives damaged, incomplete, or incorrect due to a dispensing error, you must notify us within 14 days of delivery to arrange for a refund, credit reimbursement, or replacement.
Lost or Undelivered Parcels
If your parcel is marked as delivered but has not been received, you must contact us within 14 days of the recorded delivery date.
If no tracking updates are available for five days, you should contact customer support to initiate an investigation with the carrier. Investigations can take up to seven days to resolve.
A refund, credit reimbursement, or replacement will only be provided after the carrier confirms the parcel is lost.