Refunds and returns policy

Cancelling your order

Under the Consumer Protection (Distance Selling) Regulations 2000, you have no right to cancel under the following circumstances:

13. (1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts;

(c) for the supply of goods made to the consumer’s specifications or clearly personalised, or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;

Therefore, prescription medicine falls under 13 (c) of these regulations and cannot be returned once it has been dispensed.

However, you can cancel your order up until the pharmacy dispenses the item. To request a cancellation of your order, send a message to our customer service team.

If an order with an associated payment is cancelled, a full refund will be issued.

Declined orders

Our doctor or pharmacy team may decline your order for one or more of the following reasons:

• The doctor deems the medication unsafe or unsuitable for you
• The doctor believes a face-to-face consultation with your doctor would be more suitable
• The pharmacy does not have stock of the medication
• There is already an order being processed under a different order number (a duplicate order may be declined)
• The manufacturer has recalled the product

In these instances, you will receive a full refund if you have already made a payment.

We will inform you via email if an order has been cancelled.

Damaged, faulty or incorrect items

Our pharmacy works with UK suppliers and aims to ensure all the products are of high quality.

If you receive damaged, faulty or incorrect products, do let us know as soon as possible so that we can investigate further.

We may request further information or evidence of the damage, fault, or error in order to investigate the matter further.

We may be able to offer a replacement for your damaged or faulty goods. Return the item to our pharmacy. We will cover the cost of postage.

If you receive the wrong item, please return it unopened to our pharmacy. Once the pharmacy receives the returned item, we can either send out the correct medication, or you can opt for a refund.

In accordance with the Consumer Rights Act 2015, you can claim a refund for damaged or faulty goods within 30 days of receiving them.

Returns by post

In instances of damaged, faulty or incorrect goods, you can return your item to the following address:

Halliwell Late Night Pharmacy
34a Halliwell Road
Bolton
BL1 3QS

Once the pharmacy receives the item, they can either request a replacement or you can opt for a refund.

We may cover the cost of postage for returned orders if, after investigation, we are found to be at fault.

Refunds

In cases where you cancel your order before it is dispensed, or our medical team decline your order on safety grounds, we will issue a full refund where applicable.

Refunds will be issued as soon as possible. We will inform you via email that a refund has been issued.

It may take 2 to 3 working days for refunds to clear in your account.

If you have returned an item, a refund will be issued within 14 days of the pharmacy receiving the item.

Returns

UK law does not permit medicines that have been dispatched and labelled to be returned to our pharmacy. If a pharmacist has signed the dispensing label, we will be unable to refund the order.

We understand that your health is important, and our customer service team is committed to excellence and will always try to satisfy any query you have.