Returns & refunds

1. Full refunds before dispatch

You receive a full refund when:

• A prescriber declines your consultation.
• You cancel before your medicine is dispensed and dispatched.
• We cannot fulfil your order and you do not want a clinically suitable alternative.

2. Prescription medicines after dispatch

Prescription and pharmacy medicines cannot normally be returned for resale or redistribution after they have left pharmacy control. This protects patient safety and medicine integrity.

For that reason, we cannot refund correctly dispensed and dispatched medicines simply because you have changed your mind.

3. Damaged, incorrect or faulty items

Contact us as soon as possible if an item arrives damaged, appears faulty, has a compromised cold chain, or you believe there has been a dispensing error. Do not use any medicine you believe may be unsafe or incorrect.

• Keep the medicine, packaging, labels, patient leaflet and delivery packaging.
• Take clear photos of the issue and packaging.
• We may arrange a prepaid return, collection, replacement or refund depending on the investigation outcome.

4. Lost or missing deliveries

If tracking shows a parcel is delayed or missing, contact us and we will investigate with the delivery provider. If tracking says delivered but you cannot find it, check household members, neighbours and safe places before contacting us.

5. How refunds are paid

Approved refunds are returned to the original payment method. Your bank or card provider controls how quickly the funds appear after we process the refund.

Questions about a refund: care@eapharmagroup.com.