Delivery, Cancellation and Refund Policy

We use Royal Mail Delivery service or UPS to deliver our goods. We do not charge extra for the next day delivery. For further information on delivery options, click here.

The estimated date and time window for delivery of the goods is set out in the confirmation email. We will let you have a revised estimated date for delivery of the goods if something happens which is outside of our control and affects the estimated date of delivery. Delivery of the goods will take place when we deliver them to the address that you gave to us.

Age and ID verification software will be used to properly identify you and in some cases, you may be asked to provide the delivery representative with a form of ID (passport or photocard driving licence).

You can request that we deliver goods to your workplace or to another address.

Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will let you know; cancel your order; and give you a refund. In some cases, you may be asked to confirm receipt of delivery. If this is not possible, please contact us using the contact details at the top of this page.

Once a package is shipped, you are bound by the terms and conditions of use of our shipping agents or representatives. You are responsible for the goods when delivery has taken place. The risk in the goods passes to you when you take possession of the goods. Please examine the goods as soon as possible after receipt and notify us of any fault, damage or incompleteness within 3 days from the time of delivery.

Right to cancel and refund

The Electronic Commercial Directive and the UK’s Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – Part 3 - Right to cancel – Regulation 28 specifies exceptions to the right to cancel:

28. —(1) This Part does not apply as regards the following —

(b) the supply of goods that are made to the consumer's specifications or are clearly personalised;

(c) the supply of goods which are liable to deteriorate or expire rapidly;

(3) The rights conferred by this Part cease to be available in the following circumstances—

(a) in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

In light of the above and in view of the type of goods, testing kits and services offered on our Site, this exception applies and you have no right to cancel. We are however exercising our discretion and giving patients the right to cancel their order up to the point when their treatment or testing kit is dispatched. The pharmacist must destroy any medication or testing kit within 60 days of it being returned, even unopened boxes, so we are not able to offer refunds once the treatment or testing kit has been dispatched.

If you cancel this contract prior to the point of dispatch, we will reimburse you all payments received from you. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

If this contract is ended it will not affect our right to receive any money that you owe to us under this contract.

Kindly contact our Customer Service Representative by email [email protected] or by phone on +44 20 3319 5191 should you wish to exercise your right to cancel.