Cancellations & returns

You may cancel your order if it is not yet approved by a prescriber. If you cancel after approval, you will not be refunded as the medication has already been passed to the dispensing team. Cancellations before approval are subject to a £15 administrative fee deducted from your order total.

You can cancel before your first order is approved. Once your first order has been approved it can still be cancelled, but an early subscription cancellation is subject to a cancellation fee. After your first order has been dispatched, you need to give us 14 days' notice before your next order is sent. Please contact our Customer Success team via the website.

You can cancel any time before your order is approved. Once approved, we are unable to cancel it, even if it has not been dispatched. If you no longer want your medication, you may take it to your local pharmacy to be disposed of safely and free of charge, or return it to us. We are legally required to destroy returned medications and cannot reuse or refund them once they have left the premises, even if unopened. This is a legal requirement for all prescription medicines.

For regulatory reasons we cannot re-use any medication once dispensed and delivered, so we're unable to refund medication that has been dispatched. If your prescription request is declined by our prescribers for clinical reasons, you'll receive a full refund automatically. If you experience side effects or feel the treatment isn't right, please contact us and we'll work with your prescriber to explore alternatives.

We're sorry something hasn't gone the way you expected. Please submit a ticket via our contact form and select "Complaint" from the dropdown, or send us a WhatsApp message or call us. We will acknowledge it straight away and come back to you within 5 working days. Our Customer Success team is available 09:00–17:00, Monday to Friday.