Returns and Refunds
Last updated 27 April 2026
We want you to feel confident in the medicine you receive from us. This page explains when refunds and returns apply, and how to request one.
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Refund on decline
If our prescribing pharmacist cannot approve your treatment after clinical review, the full order amount is refunded to your original payment method automatically. The refund typically appears in your account within 3–5 working days. You will receive a confirmation email with the refund reference.
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Why dispensed medicines cannot be returned
For patient safety and under UK pharmacy regulations, prescription and pharmacy-only medicines that have left our pharmacy cannot be returned, even if unopened. This is because we cannot verify that the medicine has been stored and handled correctly while it was out of our cold-chain control. Any medicine that is returned to us must be safely destroyed and cannot be re-supplied to another patient.
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Damaged or incorrect items
If your order arrives damaged, incorrect, or with a broken cold-chain seal, contact us within 48 hours of delivery at info@prescriptify.co.uk. We will replace the order at no cost to you and arrange collection of the affected item.
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Cold-chain breach
We monitor cold-chain integrity from our dispensary to your doorstep. If our courier records a temperature breach for longer than the medicine's specification, we will replace the order at our cost without waiting for you to ask. You will be notified by email.
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Cancellations
You may cancel an order at any time before it is dispensed and dispatched. Email info@prescriptify.co.uk and we will refund you in full. Once your order has been dispatched, the standard medicines-returns policy above applies.
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How to request a refund
Email info@prescriptify.co.uk with your order ID (visible in your account at /account/orders). One of our team will respond within one working day.