Welcome to our returns and refund policy page. Please read this information closely before attempting to return any order or requesting a refund. As per industry standards, once a medication has been dispensed we are unable to accept the return of it. This policy is strictly in line with pharmaceutical regulations and is in place to ensure the highest level of quality and safety standards.
As per industry standards, we are unable to offer a refund on any order once the payment has been made. If an order has been placed but payment has not been made, then the order can be cancelled without notice. If no payment has been received within 7 days of the order being placed, then the order will be automatically cancelled. It is the responsibility of the shopper to read and understand the refund policy before placing an order.
In the event that an order arrives damaged or incomplete, we kindly ask our customers to report this to us and support their claim with photographic evidence. This should include the contents of the package and the package with the tracking number visible. We will then cross reference this information with our dispatch records and resend the damaged or missing items, if the claim is approved. If customers are unable to provide photographic evidence to support their claim, we reserve the right to refuse the claim.
It is the sole responsibility of the customer to dispose of any damaged products in a safe and responsible manner. Injectable pens and sharp needles should be disposed of in a sharps disposal box. These are provided on prescription or from the local chemist. Avoid disposing of any injectable pens or needles in the daily waste.
Any order that payment is not received will be automatically cancelled after 7 days. Any damaged, lost or part received orders should be reported to our customer service department within 7 days of the order arriving. We reserve the right to refuse any claim presented outside this timeframe. Any claims will then be sent to our dispatch manager for investigation.
It can take up to 7 working days for the investigation to be completed and a final decision to be reached. If customers have not heard back within 7 working days of the claim being filed, they should notify customer support immediately, who will request an urgent status update.
We understand the importance of communication and as such our support team can be contacted using one of our three easy to use services. Firstly, customers can send us an email. We reply to all emails in a timely manner with no customer waiting longer than 24 hours for a reply. Secondly, our customer hotline is manned and open 24/7, this ensures customers can pick up the phone at any time and get answers to any questions.
Lastly and perhaps most conveniently is our live chat feature. This is available at the bottom right hand corner of the page and allows customers to speak with one of our agents in real time.
