Returns and Refunds Policy

Overview

At Online Meds UK, we are dedicated to delivering top-quality service and products. This Returns and Refunds Policy explains your options for cancellations, returns, and refunds in line with UK laws, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. As a regulated online pharmacy, we adhere to guidelines from the General Pharmaceutical Council (GPhC) and Medicines and Healthcare products Regulatory Agency (MHRA), which impose strict rules on handling medicines for safety reasons. Please review this policy carefully before placing an order.

Your Right to Cancel

Under UK consumer laws, you generally have 14 days from receiving your order to cancel and return non-exempt items for a refund, without needing to provide a reason. However, certain products are exempt from this right due to health, safety, and hygiene considerations:

  • Prescription Medicines: These are personalised to your specific needs and cannot be cancelled or returned once dispensed and dispatched. This is required by law to prevent resale or contamination risks.
  • Over-the-Counter (OTC) Medicines and Health Products: Sealed items like vitamins, creams, or supplements cannot be returned if unsealed after delivery, as they may deteriorate or pose health risks if reused.
  • Non-Medicinal Items: Products like toiletries, cosmetics, or accessories (if not sealed for hygiene) can be cancelled within 14 days of receipt, provided they are unopened, in original packaging, and in resalable condition.

To cancel before dispatch, contact us immediately via email at info@onlinemedsuk.co.uk or phone. If approved, we’ll issue a full refund (including standard delivery costs) within 14 days. Once dispatched, cancellations are not possible for exempt items.

Returns for Faulty, Damaged, or Incorrect Items

Regardless of exemptions, you have rights under the Consumer Rights Act 2015 if items are faulty, damaged, not as described, or incorrect:

  • Notify us within 30 days of receipt for a full refund, repair, or replacement (at our discretion).
  • For medicines, if there’s an issue (e.g., wrong product dispensed), we’ll arrange safe disposal and provide a refund or replacement where appropriate.
  • Provide proof of the issue, such as photos or order details.
  • We cover return shipping costs for faulty items.

Any returned medicines will be securely destroyed in compliance with regulations and cannot be reused.

How to Initiate a Return or Refund

  1. Contact Us: Email info@onlinemedsuk.co.uk or call [insert phone number] within the applicable timeframe. Include your order number, reason, and any evidence.
  2. Return the Item: If approved, securely package the item and send it to [insert return address]. Use tracked shipping for your protection.
  3. Inspection: We’ll inspect returned items upon receipt. Refunds are processed within 14 days of approval.
  4. Return Costs: You bear return shipping unless the item is faulty (we’ll reimburse reasonable costs).

We reserve the right to deduct for any diminished value due to handling beyond what’s needed to inspect the item.

Refunds Process

  • Refunds are issued to your original payment method.
  • Full refunds include the item price and standard delivery costs (premium shipping is non-refundable).
  • Processing time: Up to 14 days from receipt of returned goods or cancellation confirmation.
  • No refunds for administration or consultation fees if services have been provided (e.g., prescriber review).

Exceptions and Additional Notes

  • Digital content (e.g., health guides) cannot be refunded if downloaded, as per regulations.
  • We may refuse refunds if items are not returned in a suitable condition or if abuse of the policy is suspected.
  • This policy does not affect your statutory rights.

Changes to This Policy

We may update this policy to reflect legal changes or business needs. Updates will be posted here with the effective date.

Contact Us

For questions or to request a return, reach us at: