Returns & Refunds Policy

Last updated: August 2026

Because medicines are healthcare products subject to strict safety, storage and regulatory requirements, returns are handled differently from ordinary retail goods.

This policy does not affect your statutory rights.

1. Prescription Medicines
   Once prescription medication has been dispensed specifically for you and has left the control of the dispensing pharmacy, it cannot normally be returned for resale or reuse.
   This is because the pharmacy can no longer guarantee how the medicine has been stored or handled after it has left its control.
   Please therefore do not send medication back to ProPharmacy unless specifically instructed to do so.
   
   

2. Changed Your Mind

We are generally unable to accept returned prescription medication simply because:

• you have changed your mind;
• you no longer require the medicine;
• you ordered the incorrect item;
• your treatment has subsequently changed; or
• you no longer wish to use the medication,
  where the medicine has already been dispensed and supplied.
  Please contact us as soon as possible if you wish to cancel an order.
  Where an order has not yet been dispensed, we will endeavour to cancel it and arrange an appropriate refund.
  
  

3. Damaged, Incorrect or Faulty Medication
   If medication supplied to you is:

• damaged;
• incorrect;
• defective;
• not what was ordered;
• affected by a delivery problem; or
• suspected of having been compromised during transportation,
  please contact us immediately.
  Do not use medication that you believe may be damaged, incorrect or compromised.
  We will investigate with the dispensing pharmacy and/or courier and, where appropriate, arrange a replacement or refund.
  Your statutory rights in relation to faulty or incorrectly supplied goods are not affected.
  
  

4. Temperature-Controlled Medication
   Temperature-controlled medicines require particular care.
   If you believe that a cold-chain medicine:

• has arrived outside its required temperature range;
• has been delayed in transit;
• has damaged temperature-controlled packaging; or
• may otherwise have been compromised,
  please contact us immediately and do not use the medicine until you have received appropriate advice.
  The matter will be investigated with the dispensing pharmacy and delivery provider.
  
  

5. Failed or Lost Delivery
   Where a medicine is confirmed as lost in transit or cannot be safely delivered due to a courier failure, we will work with the dispensing pharmacy and courier to determine the appropriate resolution.
   Depending on the circumstances, this may include:

• replacement;
• redelivery; or
• refund.
  
  

6. Refunds Before Dispensing
   Where an order is cancelled before medication has been dispensed, a refund may normally be issued to the original payment method.
   
   

7. Refunds After Dispensing

Once medication has been dispensed, refunds are not normally available unless there has been:

• an error in supply;
• damage;
• a product defect;
• a delivery failure;
• a confirmed temperature-control failure; or
• another circumstance giving rise to a statutory right to a refund or replacement.
  
  

8. Refund Processing
   Where a refund is approved, it will normally be returned to the original payment method.
   The time taken for funds to appear in your account may depend on your bank or payment provider.

9. Returning Medicines for Disposal
   Unwanted or unused medicines should not be sent through the post to Pro-Pharmacy unless specifically instructed.
   For safe disposal, patients should normally take unwanted medicines to a local community pharmacy.
   
   

10. How to Report a Problem
    If there is a problem with your order, please provide:

• your name;
• order number;
• description of the problem;
• photographs where relevant; and
• any courier or tracking information available.
  This allows the issue to be investigated promptly.
  
  

11. Contact Us
    For returns, refund or delivery issues, please contact:
    Pro-Pharmacy
    Email: orders@pro-pharmacy.co.,uk
    Telephone: 020 38574765
    Please contact us before returning any medicine or healthcare product.