Changed Your Mind or Items Arrived Incorrect or Faulty?

We understand that sometimes items may be unwanted, incorrect, or faulty. Our returns policy varies depending on whether the purchase was a shop item or a prescribed medicine.

A. Shop Items 

14-day notification + 14-day return window

• Let us know within 14 days of delivery that you wish to return an item.
• Then you have another 14 days to send it back—giving you a total of 28 days from delivery to complete the return.

Conditions

• The item must be unused, in its original, saleable condition, with all packaging intact.
• We reserve the right to refuse refunds for items not returned in saleable condition.
• We cannot offer exchanges—only refunds.
• Electrical goods must include all cables and accessories.
• Returns are at your cost; we recommend tracked or signed-for shipping. Damages during transit are your responsibility

Excluded Items (only refundable if faulty/damaged)

• Perishables, baby milks
• Unsealed products with hygiene seals
• Medicines & prescription items (see below)

B. Medicines and Prescribed Items (NHS & Private)

• For any prescription items (NHS or private), or those dispensed through health services, refunds or replacements are only given if the product is damaged or faulty on arrival. Otherwise, these items cannot be returned due to safety and hygiene reasons.
• Please contact our Customer Care team for assistance if you suspect a problem.

Disposal of Unwanted Medicines

Medicines you no longer need should be disposed of safely. You can return them to a pharmacy for safe disposal, or use our Freepost service for returns.

Where to Send Returns

Shop item returns:

Medicine returns (freepost):
We’ll provide a Freepost address for safe medicine disposal—contact us for the exact details.

Refund Timelines & Deductions

• Refunds are processed within 3–5 working days of receiving the return
• Once processed, refunds may take up to 14 days to appear on your original payment method.
• If the item is not in saleable condition due to excessive handling, we may reduce your refund to reflect any loss in value
• Under Consumer Contracts Regulations, we will refund the full cost of the goods (excluding any optional delivery charges) within 14 days of cancellation confirmation

Important Legal Notices

• We are unable to cover return postage or liability for any loss/damage in transit .
• This policy does not affect your statutory rights under consumer protection laws.
• Shop all relevant terms in our full Terms & Conditions (link).