How long a refund takes
Once a patient is refunded, it can take 5 to 7 working days for the money to reach their bank account. The refund goes back to the same card originally used to pay for the order, so the patient doesn't need to do anything.
🗒️ Note: If a refund takes longer than 7 working days, the patient should contact their bank for more information.
Delivery fee refunds for delays
If a delay is caused by the pharmacy team or a courier, and the delivery attempt falls outside the time frame the patient originally selected, we automatically refund their delivery fee. This applies to same-day deliveries too.
🗒️ Note: This doesn't apply if the patient misses their own delivery slot. It only covers delays caused on our side.
🗒️ Note: A delivery fee refund is separate from the free replacement offered for lost or damaged items. A delay on its own doesn't qualify for a replacement, only a refund of the delivery fee.
🗒️ Note: The number of delivery attempts made before a delay refund applies depends on the courier and how long they've had possession of the parcel — typically a minimum of 2 attempts and a maximum of 3, before the order is treated as delayed.
When an order can no longer be refunded
An order can't be refunded once it has been dispatched from the pharmacy. This is because the medication can't be safely redispensed to another patient if returned, and must be disposed of instead.
See How Refunds and Cancellations Work Once Medication Is Dispensed for the full policy on cancellations and dispensed medication.