We want customers to understand what happens if there is a problem with an order.

Because medicines and certain health-related products have specific safety requirements, they cannot always be returned or resold in the same way as ordinary retail products.

Changed Your Mind?

For safety reasons, medicines that have left the appropriate controlled supply process may not be suitable for return or resale.

Whether a return or cancellation is possible therefore depends on the product, order status and applicable legal requirements.

Please contact customer support as soon as possible if you want to cancel an order.

Damaged or Incorrect Order

If your parcel arrives damaged or you believe you have received the wrong product, please contact us promptly.

Provide your order information and, where appropriate, photographs showing the problem. This helps the issue to be reviewed.

Do not use a medicine if its packaging appears damaged, tampered with or different from what you reasonably expected.

Missing Items

If something appears to be missing from your parcel, contact customer support with your order details.

The order and dispatch information can then be reviewed.

Refunds

Where a refund is approved, it will normally be processed using an appropriate available payment method.

Processing times can vary depending on the payment provider.

Delivery Problems

If an order has not arrived within the expected timeframe, contact us so the delivery status can be checked.

Delivery estimates are not guarantees because delays can occasionally happen for reasons outside our control.

How to Contact Us

For a refund, return, damaged parcel or order problem, contact our customer support team and provide your order details.

We will review the circumstances and explain the options available under our policy and applicable consumer law.