I received the wrong item — what do I do?

We take dispensing accuracy extremely seriously. If you've received the wrong medication, here's exactly what we'll do.

What to do first

1. Do not use the medication. Using something that wasn't prescribed to you can be dangerous
2. Take photos of the item received, the dispensing label, and the outer packaging
3. Contact our support team straight away with your order number and the photos

What we'll do

1. Our pharmacist will review the case immediately
2. We'll arrange for the correct medication to be sent as a priority — no extra charge
3. The incorrect item should be safely disposed of (do not return it — we'll advise on disposal)
4. We'll log the dispensing error as part of our clinical governance process and investigate internally

Why we take this seriously

As a GPhC-regulated pharmacy, every dispensing error is recorded, investigated, and used to improve our processes. Our superintendent pharmacist reviews each case to identify root causes and prevent recurrence.

Will I be refunded?

You'll receive your correct medication at no extra cost. If you'd prefer a refund instead of a replacement, let us know.