This policy explains when products may be returned, when refunds may be available, and how we will resolve any issues relating to your order. Nothing in this policy affects your statutory rights under applicable consumer protection legislation.
1. Medicines and Pharmacy Products
For reasons of patient safety, we cannot accept the return of medicines once they have been dispensed or dispatched. This includes:
- Prescription Only Medicines (POM) & Pharmacy Medicines (P)
- General Sale List (GSL) medicines
- Refrigerated medicines & Controlled drugs
- Medicines supplied following a clinical consultation
Once medicines leave our pharmacy, we cannot guarantee storage or handling. Returned medicines cannot be resupplied, even if they appear unopened, and cannot be refunded due to change of mind.
2. Non-Medicinal Products
Unopened non-medicinal products may be returned if they are unused, in original packaging, and in a resaleable condition. Please contact us within 14 days. Due to hygiene, certain healthcare products cannot be returned once opened.
3. Cancelling an Order
Orders may be cancelled provided they have not entered the clinical review or dispatch process. Once a clinical assessment has commenced, cancellation may no longer be possible.
4. Clinical Consultations
Consultation fees cover the professional time spent assessing your information. Once a clinical review has commenced, fees are generally non-refundable, even if treatment is not prescribed. If cancelled before assessment, they are normally refunded.
5 & 6. Resolutions
If treatment is not approved, medicines will not be supplied and a refund will be processed. If we have made an error (wrong product, damage, or loss), we will resolve this via replacement or refund upon investigation.
Contact Us
If you have any questions or issues with your order, please contact our team:
This policy was last reviewed July 2026. The current version is always published at thekingstonpharmacy.com.