Returns and refunds

Prescription and temperature-sensitive products cannot go back into stock once they have left our control: we cannot know how they were stored, and passing them to the next patient would put that patient at risk. That is why there are no returns, no exchanges and no refunds, and why we ask you to be sure of an order before you place it. If you are unsure whether a product is right for you, talk to your clinician first.

• The wrong item, the wrong strength or the wrong quantity arrived.
• The item arrived damaged, leaking, or with a broken seal.
• A cold-chain parcel arrived warm, or the coolant had failed.
• Something is missing from the order.

Report it within 48 hours of delivery, so we can take it up with the courier while it can still be traced. We will tell you what we are doing about it.

1. 01

   Tell us, with the order number

   Contact us through any channel on the contact page, quoting the order number from your account. Say what is wrong in one line — wrong item, damaged, arrived warm, does not match the label.
2. 02

   Send photographs before you unpack further

   The outer packaging, the coolant, the seal, and the item itself. This is not bureaucracy: it is what lets us decide quickly and, where relevant, take it up with the carrier.
3. 03

   Keep everything

   Do not discard the packaging or the coolant until the matter is settled, and do not use the item if there is any question about its condition.
4. 04

   We decide, and say why

   We reply to every report, say what we have decided and why, and tell you what happens next.

Pause, skip, change or cancel a repeat yourself from your account at any time before it is charged. Nothing recurs unless you set it up, and nothing is charged without a card you have saved yourself. We email a reminder a few days before each one.