Delivery & returns
These are the delivery, cancellation, returns and refund sections of our Terms of Sale.
Delivery
We use appropriate delivery providers to deliver products and medication.
You are responsible for providing a complete and accurate delivery address.
You are also responsible for ensuring that medication delivered to your address cannot be accessed by children, animals or anyone for whom it was not prescribed.
Delivery times are estimates unless we expressly agree otherwise.
Occasionally delivery may be affected by circumstances outside our reasonable control.
If your order is materially delayed, lost or damaged during delivery, please contact us so that we can investigate with the pharmacy and/or delivery provider.
Where you have a statutory right to cancellation, replacement or refund because of a delivery failure, those rights will not be affected by these Terms.
Cancelling a Prescription Treatment Order
If you wish to cancel a prescription treatment order, please contact us as soon as possible.
You may request cancellation before your prescription has been approved or the medication has entered the dispensing process.
Once a prescription has been issued and/or medication has been dispensed, we may be unable to cancel your order or provide a refund.
This does not affect any statutory rights you may have.
Prescription Medicines and Returns
For patient safety, prescription medicines that have been dispensed or supplied cannot be returned for resale or reuse, even if they remain unopened.
Please do not send unwanted prescription medication back to us unless we specifically ask you to do so.
Unwanted medication should normally be taken to a local pharmacy for safe disposal.
This does not affect your statutory rights where medication is faulty, damaged, incorrectly supplied or not as described.
Non-Prescription Products
For eligible non-prescription goods purchased online, you may have a statutory right to change your mind and cancel your purchase.
Where the statutory cancellation right applies, the usual cancellation period is 14 days after you receive the goods.
Certain products may be excluded from cancellation rights, including sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed.
Nothing in this section limits your rights where a product is faulty, damaged or not as described.
Faulty, Damaged or Incorrect Products
Please contact us as soon as possible if an item:
- arrives damaged;
- is defective;
- is not as described;
- is not the item you ordered; or
- has otherwise been supplied incorrectly.
We may ask for photographs or other reasonable evidence to help us investigate.
Depending on the circumstances and your legal rights, we may arrange a replacement, refund or another appropriate remedy.
Where you are legally entitled to a full refund, no payment processing or refund fee will be deducted.
Discretionary Refunds
There may be circumstances where nubody. agrees to issue a refund even though you do not have a statutory right to a full refund.
Where we agree to provide a discretionary refund, we may deduct the non-refundable payment processing cost incurred when the original transaction was processed.
For standard UK card payments, this is currently:
1.5% + 20p
This represents the payment processing cost incurred by nubody. on the original transaction and is not an additional charge for issuing the refund.
This deduction will not apply where you are exercising a statutory right to a full refund.
How Refunds Are Paid
Where a refund is due, it will normally be returned using the same payment method used for the original transaction, unless otherwise agreed or required.
We will process refunds without undue delay and within any period required by applicable law.
Once we have processed the refund, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.
Where Klarna or another third-party payment service was used, the refund may also be subject to that provider's processing procedures.