Refunds
Following completion of your online questionnaire and payment, we will contact you within 24 hours for a free consultation with one of our expert clinicians. If at any stage, our clinician finds that you are not clinically eligible for treatment, then we will refund your payment to you (in full) straight away.
Cancellation policy
Unapproved Orders: If the pharmacy team has not approved your order yet, you can request a cancellation by contacting us. We will try our best to fulfil your request; however, we are unable to guarantee cancellation if your order has already been approved.
Approved orders: We are committed to dispatching orders quickly to ensure that your order reaches you promptly; therefore, once your order has been approved, it cannot be cancelled. Please be mindful of this when placing your order.
We at MedsDoctor appreciate your understanding. Please contact us if you have any queries.
Returns
Your health and safety are our top priorities. Please read our returns policy carefully before placing your order.
Prescription-only medicines Are non-returnable and non-refundable
Due to legal and safety regulations, we cannot accept returns, refunds, or exchanges on any prescription-only medicines once they have been dispatched. Please be mindful of this when placing your order.
Once medication has left our regulated storage environment, we can no longer guarantee its safety, efficacy, or storage conditions, and therefore cannot reissue or reuse it in any way.
This includes:
- Unused items
- Unopened packages
- Incorrect orders placed by the patient
Please double-check your order before confirming payment to ensure accuracy.
Cold chain medication deliveries
Cold chain medicines, such as Mounjaro® and Wegovy®, require strict temperature control (2–8°C) during storage and transit.
If a cold chain delivery is missed due to the patient:
- Not being available to receive the delivery at the scheduled time
- Providing an incorrect delivery address
- Failing to collect a missed delivery in time
And as a result, the product becomes unusable; we are unable to issue a refund.
It is the patient’s responsibility to ensure someone is available to receive the delivery on the day it is due. We use specialist thermal packaging to keep items within the required temperature range during transit, but this protection only lasts a limited time. If the package is left unrefrigerated or uncollected, the medication may spoil.
Damaged, faulty, or tampered Items
If your medication appears:
- Damaged
- Faulty
- Tampered with
Do not use the medication. Please follow these steps:
- Take clear photographs of the packaging and product as it was received.
- Contact us immediately via email or Messenger and attach the images.
- Our pharmacy team will assess the issue and provide return instructions.
If appropriate, we will help:
- Resolve any user errors with devices/injectors or applicators
- Arrange the safe return of the faulty/damaged product.
- Generate a new prescription.
- Replace your medication at no extra cost to you (where possible).
Returning unused or expired medicines for safe disposal
While we cannot offer refunds or reissue medication that has already been dispensed, we can however accept unused or expired medicines for safe disposal in line with NHS guidelines. This helps prevent harm to others and protects the environment.
If you have unwanted or expired medication, please contact us to arrange a return.
We will provide instructions on how to send it back to us safely, or direct you to a local pharmacy that can accept the return.