Refund & Returns Policy
Last updated: 2 October 2026
At Your Meds UK, patient safety is our highest priority. Because medicines are healthcare products that require appropriate storage, handling and supply controls, we operate a no-refund and no-return policy for medicines once they have been dispensed or dispatched, except where applicable law requires otherwise or where an order has been supplied incorrectly, arrives damaged, or there is another legitimate issue with the product.
Please read this policy carefully before placing an order.
1. No Refunds or Returns for Medicines
Due to patient safety, medicines cannot ordinarily be returned or resold once they have left our pharmacy or dispensing facility.
Therefore, we do not accept returns or provide refunds for medicines because:
You have changed your mind.
You no longer require the medicine.
You ordered the wrong medicine.
You selected the wrong strength or quantity.
You no longer wish to use the medicine.
Your symptoms have improved.
You obtained the medicine elsewhere.
You did not read the product information before ordering.
You are unable or unwilling to take the medicine after it has been supplied.
You entered incorrect information during the ordering process, where the information does not result from an error on our part.
This policy exists primarily to protect patients and prevent medicines that have left our controlled supply chain from being returned to stock and supplied to another patient.
2. Prescription Medicines
Prescription-only medicines are supplied only where the applicable clinical and prescription requirements have been satisfied.
Once a prescription medicine has been clinically approved, dispensed and dispatched, it generally cannot be returned or refunded simply because you have changed your mind or no longer want the medicine.
If a healthcare professional determines that a requested medicine is not clinically appropriate before it has been dispensed, the order may be cancelled and any applicable payment may be refunded in accordance with our payment procedures.
A clinical decision not to supply a medicine should not be considered a product return or refund.
3. Incorrect Medicine or Incorrect Order
If you receive a medicine that is different from the medicine you ordered, please contact us as soon as possible.
Examples include:
Incorrect medicine
Incorrect strength
Incorrect quantity
Incorrect patient/order
An item supplied in error
Do not use a medicine that you believe has been supplied incorrectly.
Contact us using the details provided on our website and provide your order number and relevant information. We will investigate the issue and, where appropriate, arrange a suitable resolution.
4. Damaged Packaging or Product
If your order arrives visibly damaged, please contact us as soon as possible.
Where practical, retain:
The original packaging
The medicine packaging
The delivery packaging
Photographs of the damage
Your order confirmation
Your delivery information
Do not use a medicine if you believe that its packaging has been compromised or that the medicine may have been damaged during delivery.
We will assess the circumstances and determine the appropriate resolution.
5. Defective or Faulty Products
If you believe that a product is defective, faulty or otherwise does not meet the applicable requirements, contact us promptly.
We may ask you to provide information about the issue, including photographs, batch information or other details where appropriate.
Where required by applicable law, we will provide an appropriate remedy.
Nothing in this policy is intended to limit or exclude any statutory rights you may have under UK consumer protection law.
6. Medicines That Have Been Delivered
Once a medicine has been delivered, please check the package and medicine carefully before use.
If you believe that:
The wrong medicine was delivered;
The packaging has been damaged;
The medicine appears compromised;
The product information does not correspond to your order; or
There is another issue with the supplied medicine,
contact us before using the medicine.
For safety reasons, please do not send medicines back to us without first contacting us and receiving appropriate instructions.
7. Incorrect Delivery Information
Customers are responsible for providing accurate delivery information when placing an order.
We cannot normally provide a refund where an order cannot be delivered because the customer provided:
An incorrect address;
An incomplete address;
An incorrect postcode;
Incorrect contact information; or
Other inaccurate delivery details.
Where an order is returned to us by the delivery provider, please contact our support team. We will assess the circumstances and explain whether the order can be re-dispatched and whether additional delivery charges may apply.
8. Missed Deliveries
If you are unavailable when a delivery is attempted, the delivery provider may:
Attempt delivery again;
Leave instructions for collection;
Redirect the parcel; or
Return the parcel to the sender.
A missed delivery does not automatically qualify for a refund.
If your order is returned to us, contact our support team so that we can determine the appropriate next step.
9. Cancellation Before Dispensing
If you wish to cancel an order, contact us as soon as possible.
Where an order has not yet been clinically assessed, dispensed or otherwise processed for fulfilment, we may be able to cancel it.
Once a medicine has been dispensed or dispatched, cancellation may no longer be possible because of medicine safety and handling requirements.
A cancellation request does not guarantee that an order can be cancelled.
10. Clinical Decision Not to Supply
A medicine may not be supplied if a pharmacist, prescriber or other appropriately qualified healthcare professional determines that it is not clinically appropriate or that the applicable requirements for supply have not been satisfied.
Where payment has already been taken and the medicine has not been dispensed, we may process an applicable refund.
This is not considered a product return.
Where appropriate, you may instead be advised to contact your GP, another healthcare professional or an alternative service.
11. Refunds
Our general policy is that medicines are non-refundable and non-returnable once dispensed or dispatched, subject to applicable statutory rights and the exceptions described in this policy.
Where a refund is approved, it will normally be made using the original payment method.
The time taken for the refund to appear in your account may depend on your bank or payment provider.
We cannot control the processing time of third-party payment providers.
12. Delivery Charges
Where an order is cancelled before fulfilment and a refund is applicable, the treatment of delivery charges will depend on the circumstances of the cancellation and applicable law.
Where an order has already been dispatched, delivery charges may not be refundable unless required by law or where the issue resulted from an error on our part.
13. Promotional Discounts and Offers
Promotional discounts, voucher codes and special offers may be subject to additional terms.
Where an order is partially refunded or adjusted, the value of a promotional discount may be recalculated where permitted by the applicable promotion terms.
Promotional offers cannot normally be exchanged for cash.
14. How to Contact Us About an Order Problem
If you believe that your order has been supplied incorrectly, damaged, defective or otherwise affected by an issue that may qualify for a remedy, contact us as soon as possible.
Please provide:
Your name
Order number
Date of order
Description of the issue
Photographs, where relevant
Any other information reasonably required to investigate the issue
Please do not dispose of the product or packaging until we have advised you what to do.
15. Patient Safety
Medicines should not be returned through ordinary postal services unless you have received appropriate instructions from us or another authorised healthcare professional.
Do not give unwanted medicines to another person.
Do not sell or transfer prescription medicines to another person.
If you have unused medicines that you no longer require, contact a pharmacy for advice about appropriate disposal.
16. Statutory Rights
This policy does not remove or restrict any rights that you may have under applicable UK law.
Nothing in this policy is intended to exclude or limit liability where doing so would be unlawful.
Where a statutory right provides a remedy that differs from this policy, the statutory right will apply.
17. Policy Changes
We may update this Refund & Returns Policy from time to time.
Any changes will be published on this page and the Last updated date will be amended accordingly.
We recommend reviewing this policy before placing an order.
18. Contact Us
If you have a question about an order, cancellation, refund or delivery issue, please contact Your Meds UK using the contact details provided on our website.
Your Meds UK
Website: https://yourmedsuk.com/
Please include your order number whenever contacting us about an existing order so that we can locate the relevant information quickly.
