Refunds depend on what's happened to your order. Here's the breakdown.
When you'll get an automatic refund
- Order rejected by the prescriber — full refund within 3-5 working days, no action needed from you
- Order cancelled before approval — full refund within 3-5 working days
When to request a refund
Contact our support team with your order number and details if:
- Your medication arrived damaged or defective
- You received the wrong item
- Your order didn't arrive and Royal Mail has confirmed it's lost
Photos help us investigate, especially for damaged or wrong items. We'll review the case and arrange a refund or replacement (or both, depending on the situation).
When refunds aren't possible
- You changed your mind after the order was dispatched (POMs can't be returned by law)
- You've used the medication and decided you don't want to continue
- You're cancelling after dispatch
How long refunds take
Once approved, refunds are issued within 5 working days. They appear in your account within 3-10 working days depending on your bank.