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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 good 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 they have been dispensed.

However, you can cancel your order up until the pharmacy dispense 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 do 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 work with UK suppliers and aim to ensure all the products are 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 for us 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, you should return the item unopened to our pharmacy. Once the pharmacy receive 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

Once the pharmacy receive 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 were found to be at fault.


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.


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

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

Customer Service