Returns, refunds & cancellations.

1. The short version

If we are unable to approve your treatment, or you cancel before your order is dispatched, you receive a full refund automatically. Once a medicine has been dispensed and dispatched, it cannot be returned or refunded for safety and legal reasons — but if anything arrives faulty, damaged or incorrect, we will put it right. Nothing here affects your statutory rights.

2. Before your treatment is dispatched — full refund

Your card is charged when you place your order, but nothing is dispensed until a prescriber has reviewed your case. You are entitled to a full refund in any of the following circumstances:

• our prescriber decides the treatment is not clinically appropriate for you;
• you do not complete identity verification or your consultation, and the order is not approved;
• you change your mind and tell us before your order has been dispatched.

Refunds in these cases are issued to your original payment method. Where a decline follows clinical review, the refund is processed automatically.

3. After dispatch — why medicines cannot be returned

Once a medicine has been dispensed and sent to you, we are unable to accept it back or offer a refund, even if it is unopened. This is a patient-safety requirement: a medicine that has left our pharmacy cannot be guaranteed to have been stored correctly and so can never be re-supplied to anyone else, and must be destroyed.

This is also reflected in law. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to cancel a distance purchase does not apply to sealed medicinal products once they have been supplied, and to goods that are liable to deteriorate quickly. We therefore cannot accept change-of-mind returns of dispensed medicines.

4. If your order is faulty, damaged or incorrect

If your order arrives damaged, faulty, or is not what was dispensed for you, please do not use it. Contact us within 24 hours of delivery and we will arrange a replacement or a refund at no cost to you, in line with your rights under the Consumer Rights Act 2015. Please keep the packaging and, where safe to do so, the product, as our pharmacy team may need details from the label to investigate.

5. How to contact us

The fastest way is the secure messaging in your patient portal, which links your enquiry to your order. You can also email hello@northharrowpharmacy.co.uk. Please do not include sensitive medical details in email.

6. When you'll get your refund

Approved refunds are processed within 5 working days of being agreed. Once issued, the money usually appears in your account within a few further working days, depending on your bank or card provider. Refunds are always made to the original payment method.

7. Your statutory rights

This policy does not affect your legal rights as a consumer. For free, independent advice you can contact Citizens Advice (citizensadvice.org.uk). If you have a concern about the pharmacy service itself, our complaints procedure explains how to raise it and how to escalate to the General Pharmaceutical Council.