Non-prescription products (OTC):
Immediately after receiving your payment, your order is forwarded to one of our partner pharmacies for shipping. Our Customer Service can try to stop the shipment, but cannot guarantee this, as the pharmacy may have already prepared your order for dispatch.
If you wish to cancel your order after receiving the package, return the package to the pharmacy within 14 days of receipt. Please note: the products must be unopened and undamaged. Once the pharmacy has processed your return, your payment minus £4.21 shipping costs will be refunded to your original payment method.
Prescription products:
After receiving your payment, your order is forwarded to a partner doctor for review. At this stage, Customer Service can still cancel your order.
If your request has been approved by the doctor and forwarded to the pharmacy, we can no longer guarantee cancellation, as the pharmacy may be preparing your order for dispatch. If you still want us to try to cancel your order, please let us know as soon as possible. The pharmacy will then inform us whether cancellation was still possible.
If your order has already been shipped by the pharmacy, cancellation is unfortunately no longer possible. The pharmacy is legally prohibited from taking back prescription products after they have been dispatched. This is the only way to guarantee that you receive a high-quality product. In this case, the pharmacies are obliged to destroy the product if you no longer wish to receive it. For this reason, your payment for an order with prescription products cannot unfortunately be refunded.