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 at any time before your prescription is approved and dispensed. After dispensing and dispatch:

• The order cannot be cancelled, even if you no longer require the medicine.
• This is in line with Medicines Act 1968 and MHRA standards.

If you wish to cancel:

• Contact us as soon as possible, ideally within 1 hour of placing your order.
• Email us at support@webpharmahub.co.uk or use the live chat on our website.

We will issue a full refund if the order has not been approved or dispatched by the prescriber.

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@webpharmahub.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.