Delivery return

Delivery & Returns

If you have any issues with your order then please check our FAQs below or contact us

Method	Transit	Price
Standard Delivery	2-4 Working Days	Royal Mail 48 – Free Over £30
Standard Delivery	2-4 Working Days	Royal Mail 48 – £3.95
Next Day Delivery	1-2 Working Days	Royal Mail 24 – £4.95
Next Working Day Before 1pm	1 working day	Royal Mail Special Delivery- Guaranteed By 1pm – £14.95

*Any orders received before 11:30am will be dispatched same day, all orders after 11:30am will be dispatched the following day.

**Please note estimated delivery times include processing time at the warehouse and are calculated from the date the order is placed. During exceptionally busy periods, processing times may be longer and delivery times can be affected by adverse weather conditions. Delivery estimates exclude Bank Holidays, public holidays and weekends. Please check Royal Mail for service updates and potential delivery delays in their network. Additional delivery terms apply, please see below for full terms.

***Please note this is next working day and not next day. This option excludes Saturday delivery. We are working on adding more next day delivery options (including Saturday delivery.)

Delivery FAQs

Where is my order?

You can monitor the progress of your order either at the top of this page or through our “Contact Us” section. As per our delivery guidelines, you should typically expect to receive your order within 3 to 5 working days after dispatch. If your order has not yet arrived, please consult Royal Mail for the latest updates on their services. Should there be no reported delays from Royal Mail, kindly reach out to us for further assistance.

Can I cancel or edit my order?

Once your order has been placed, it cannot be modified. Regrettably, if you’ve selected an incorrect item or need to make changes, your only recourse is to reach out to us directly. Should your order have already been dispatched, kindly initiate a return for any unwanted items, subject to the terms outlined in our refund policy.

Items are missing from my order/I’ve received an incorrect item.

Please get in touch and we will investigate this for you.

My order has been cancelled or returned to sender

Regrettably, we’re unable to proceed with your order at this time due to an unresolved issue. You’ll receive an email notification regarding the cancellation, providing guidance on the next steps. For further assistance, please feel free to reach out to our Customer Services Team via our contact page.

I’ve received a faulty item

We are sorry your item has arrived faulty, please email us and we will get this resolved. Please include your name, order number, picture of the fault and description. Faulty items are tested on return, if your item is found to be in working condition it will be returned to you and no refund will be issued. Please click here to read our returns policy.

Do you ship outside the UK?

Regrettably, we’re unable to deliver medical products beyond the borders of the UK due to legal constraints and adherence to best practices. This restriction is currently enforced across the entirety of our website, as we follow guidance from regulatory authorities concerning licensing requirements in destination countries.

What are your delivery terms?

All deliveries are contingent upon YourMedicals successfully receiving payment.

Delivery options do not include Bank Holidays, public holidays, and weekends.

Goods will be delivered according to the delivery option selected during the order process. Any delivery timescales provided are approximate.

Orders may be delivered in multiple packages.

All packages sent may require a signature upon delivery.

Voucher promotions may be subject to individual delivery charges.

While we strive to meet our delivery targets, we regretfully cannot accept liability for any expenses incurred due to failed or delayed orders. However, your full statutory rights remain intact.

Our Next Day delivery services are solely available within the UK and exclude certain postcodes: AB, DD, DG, FK18+, HS, IV, KA27, KA28, KW, PA20+, PH, ZE, BT68+, IM, GY, JE, and TR21-25.

Depending on location, contents, and weight, your order may be delivered using a combination of couriers to ensure safe delivery. Aerosols, for instance, must be dispatched via road-based couriers due to regulations introduced by the January 2013 Dangerous Goods Act. No additional delivery fees will be charged in such cases.

While we aim to dispatch goods within estimated timescales, delays may occur due to unforeseen circumstances beyond our control. In compliance with the Consumer Contracts Regulations, all orders will be fulfilled within a maximum of 30 days, or a full refund will be issued.

Certain items are sourced from our suppliers and typically delivered to us within 24 hours. Please note that next day delivery will commence upon receipt of stock in our warehouse.

All Pharmacy Only Medications are approved by our pharmacist. If you select 24-hour delivery, it will commence upon approval, usually within 24 hours of placing your order.

If a package is returned to us due to your absence, we will issue a refund minus the postage cost of £2.95, regardless of whether you qualified for free shipping.

For our full terms and conditions, please click here.

Returns and refunds information

Prescription Medications

For safety and regulatory reasons, we are unable to accept returns of prescription medications. Once these items have been dispatched, they cannot be refunded or returned.

Order Cancellations

You may cancel your order up until the point of dispatch. To cancel, please contact us as soon as possible at support@yourmedicals.co.uk or call us at 0116 507 0486 during our opening hours (Monday to Friday, 9:00 AM – 6:00 PM).

Non-Prescription Items

We accept returns of non-prescription items within 14 days of purchase, provided the items are unopened, unused, and in their original condition. To arrange a return, please contact us at support@yourmedicals.co.uk for further instructions.

Additional Information

Please note that any shipping fees associated with returning non-prescription items will be the responsibility of the customer unless the item is faulty or incorrect. Refunds for eligible returns will be processed within 7-10 business days after we receive and inspect the returned item.

Returns and refunds FAQs

How do I return my order?

Initiate returns only after receiving confirmation from our Customer Care team that the goods fall within the acceptable return category. Please reach out to us here for assistance. Returns are subject by our returns policy and conditions.

When will I receive my refund in my account?

Refunds typically appear in your account within 14 days after we receive your returned order.

How long do I have to return my order?

You may return your order within 30 days from the date of delivery.

Can I exchange an item?

We currently do not offer an exchange policy, once your order has been returned a refund will be issued.

What is your returns policy?

Returns must be initiated only after receiving confirmation from our Customer Care team that the goods can be accepted back. We reserve the right to refuse to refund items that are returned in an unsatisfactory, non-resalable condition. Such goods may be returned to you at your expense.

Exceptions to our refunds policy apply for certain items. Please note that this list is not exhaustive, and these conditions do not affect your non-excludable statutory rights.

For reasons of health, hygiene, safety, and copyright, we are unable to exchange or refund the following products:

Perishable items (food, confectionery, baby milk)
Medicinal products or services that are dispensed or purchased
Personalized items or cosmetics
Unsealed products or items worn next to the skin or hair

Please ensure that any returns parcel includes:

The purchased item(s) in their original condition
Your original delivery note with the returns section completed, clearly stating the item(s) being returned and the reasons for return

You are responsible for postage costs, but we will provide a free postage label in case of our dispatch error or if the received item is faulty or unfit for purpose.

We cannot accept responsibility for lost or damaged items in transit. Please securely package your items and obtain proof of posting. Allow at least two days for your goods to reach us. Please note that we do not offer exchanges for goods returned by post, and refunds may take up to 14 days to process. Dispose of any broken glass safely before returning an item to us.

What are my consumer rights of return and refund?

As a consumer, you have the legal right to cancel a contract under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013 (“Regulations”) within a specific period. This means that within this timeframe, should you change your mind or opt not to receive or retain goods for any reason, you can inform us of your decision to cancel the contract and obtain a refund. Information regarding your legal right to cancel the contract is available from your local Citizens’ Advice Bureau or Trading Standards office.

However, certain exclusions apply to this cancellation right for reasons related to health, hygiene, safety, and copyright. These exclusions include:

Cosmetics, fragrances, hair accessories/products, products with security seals, food, confectionery, hosiery, and any medical products.
Medicinal products or services dispensed on prescription or available free under an NHS agreement.

Your legal right to cancel a contract commences from the date of the Dispatch Confirmation (the date we email you to confirm our acceptance of your order), signifying the formation of the contract between us. The deadline for canceling the contract depends on the nature of your order and its delivery method

To initiate a cancellation, you can email us or contact our Customer Services team by telephone or post using the provided details. If notifying us via email or post, include order details to facilitate identification. Cancellation is effective from the date of your email or posted letter. To cancel a contract, simply inform us of your decision.

If you cancel your contract, we will:

Refund the price paid for the goods.
Refund any delivery costs paid, though the maximum refund will be the cost of the least expensive delivery method offered.
Process refunds as soon as possible, within specified deadlines.

Refunds will be issued to the original payment method, with a cheque issued in the event of a partial refund or expired card. If goods have been delivered to you before contract cancellation, return them promptly, preferably within 30 days of informing us of your decision. You are responsible for return costs, unless the goods are faulty or misdescribed.

For detailed return instructions and our Returns address, please refer to our Returns page. We reserve the right to refuse returns not in compliance with our policy.

YM Pharma Group Ltd, trading as YourMedicals 2 Stadium Place, Leicester, England, LE4 0JS Email: support@yourmedicals.co.uk Phone: 0116 507 0486