Refunds are rarely issued in a prescription service, but when they are, we want to make the process clear and predictable.
**When refunds apply**
- If you cancel your order before our partner pharmacy has dispensed your medication, we will refund the full amount.
- If we cannot fulfil your order due to clinical reasons or stock issues, we will issue a refund.
- For non‑medicinal items (such as unused accessories) that are approved for return in line with our policy, refunds may apply.
Once a medication has been compounded and dispatched by the pharmacy, we cannot offer a refund.
**How we process refunds**
Refunds are always issued back to the original payment method. After we confirm eligibility and process the refund request, our payment processor submits the refund to your bank or card issuer. We will send you an email confirmation when this is done.
**Processing timelines**
- **Internal processing:** We aim to submit refunds within one working day of approval.
- **Bank/card processing:** Most banks and card issuers take between **5 – 10 working days** to post the refund to your account. Some may take longer, especially during holiday periods.
- **How it appears:** Depending on your bank, the refund may show as a new credit or may amend the original transaction amount.
If you have not seen the refund after 10 working days from our confirmation email, please contact us with your order number and proof of payment. We will liaise with our payment processor to track the refund and update you.
**Summary**
Refunds are uncommon, but when they occur we act promptly. Processing time depends on your bank or card issuer. Please reach out if you have any concerns or have not received your refund within the stated timeframe.