Returns & refunds

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.

If you have purchased shipping protection with a prescribed treatment from us, you will benefit from an additional 14-day support window to raise any concerns regarding lost, stolen, or damaged items during transit. Please note, shipping protection does not guarantee a refund. It provides you with the added assurance that your case will be thoroughly reviewed and investigated should any issue arise during delivery.

For eligible non-prescription products you have 3 days after receiving your item to request a return. If you purchased shipping protection with the product, this window is extended to 14 days. To be eligible, your item must be in the same condition that you received it, unused, with any seals and tags intact, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at [email protected]. If your return is accepted, we will send instructions on how and where to send your package. Returns should be sent to: 2 Stadium Place,Leicester LE4 0JS. Items sent back to us without first requesting a return will not be accepted. You can also start a return by live chat during our opening hours (Monday to Saturday, 9:00am – 4:30pm).

Return postage is the customer's responsibility, unless the item is faulty or incorrect.

Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Certain items cannot be returned, including prescription-only medicines (as above), perishable goods, custom or personalised products, and personal care goods such as beauty products. We also cannot accept returns for hazardous materials or flammable liquids and gases, or on sale items and gift cards. Please get in touch if you have questions about your specific item.

The fastest way to get what you want is to return the eligible item you have and, once the return isaccepted, make a separate purchase for the new item.

Where the law provides a statutory cooling-off period for eligible non-prescription goods bought at a distance, you may cancel or return your order within the applicable period. Your item must be in the same condition you received it, unused and in its original packaging, with proof of purchase. Statutory cooling-off rights do not apply to prescription-only medicines or to sealed personal-care goods once unsealed.

We will notify you once we have received and inspected your return and let you know whether the refund is approved. If approved, refunds are processed within 7–10 business days of us receiving and inspecting the returned item, back to your original payment method. It can take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at [email protected]