1. Prescription medicines – No returns policy

Unfortunately, we cannot accept returns or offer refunds on any medication (whether prescription, P-medicines or GSL) once it has been dispensed and dispatched.

This is because:

• Medicines cannot be reused or resold once they have left the pharmacy, even if unopened.
• This is to ensure patient safety and prevent contamination or tampering.
• The policy complies with UK Medicines Regulations and GPhC guidance.

This includes:

• Prescription-only medicines (POM)
• Pharmacy medicines (P)
• Over-the-counter medicines (GSL)
• Medical devices or diagnostic kits

2. Order Cancellations

You may cancel your order for questionnaire-based medicines or private prescriptions at any time prior to making a payment.

• Before Payment: Since items are added to your cart only after the prescriber's approval, you may cancel by simply deleting the item from your cart before proceeding to checkout.
• After Payment: Once payment has been successfully processed through Stripe, the order is considered final. In accordance with our policy and regulatory standards, including the Medicines Act 1968 and MHRA guidelines regarding the supply of medicinal products - cancellations are not permitted and refunds cannot be issued once payment has been made.
• Contact us at support@medicinex.co.uk if you have any further questions.

3. Damaged or incorrect orders

If you receive:

• The wrong medication
• A product that is damaged
• A packaging issue that could compromise safety

Please notify us within 2 working days of receipt. We will:

• Investigate the issue,
• Arrange for a replacement if required,
• Or provide a refund where appropriate.

4. Returning non-medical products

We may accept returns of non-medicinal items such as:

• Unopened skincare or wellness products,
• Accessories not requiring refrigeration or special handling.

These returns must meet the following conditions:

• Returned within 14 days of delivery,
• Items are unopened, unused and in original packaging.

Return postage is the customer's responsibility unless the product was faulty.

5. Cooling-off period

Under the Consumer Contracts Regulations 2013, consumers have a 14-day cooling-off period for online purchases. However, this does not apply to prescription medications or products that are:

• Personalised,
• Perishable,
• Hygienic (once unsealed),
• Or that fall under the exceptions for health and safety reasons.

6. Failed deliveries

If delivery fails due to:

• Incorrect address provided by the customer,
• Repeated missed deliveries,
• Refusal of delivery,

We cannot reship the medication and a refund will not be issued, as the items cannot be reused or resold once returned.

Always double-check your delivery address and be available for delivery.

7. How to contact us

If you need assistance with a return, cancellation, or order issue, please contact us:

8. Complaints procedure

If you are not satisfied with how your return or refund request was handled, you may escalate the issue by emailing complaints@medicinex.co.uk. We aim to respond to complaints within 20 working days.

You can also contact the General Pharmaceutical Council (GPhC) if you have concerns about the professional service you have received.