Returns and Refunds

The right of withdrawal, and where it stops

In principle you may withdraw from a contract within fourteen days of receiving the goods, without giving a reason. You will know this right from other online shops.

Medication is the exception, and the next section explains why — it is a statutory rule rather than something we invented to make life easier for ourselves.

Why medication cannot come back

Sealed goods that are unsuitable for return for reasons of health protection or hygiene fall outside the right of withdrawal once delivered or once the seal is broken.

The reasoning is straightfoward: nobody can establish afterwards how a pack was stored at the customer's end. The rule protects every buyer, even when it is inconvenient in an individual case.

When we do refund

Goods that arrive damaged. A parcel that never reaches the recipient. A wrong item in the box. And an order we cannot fulfil because a product turns out to be unavailable.

In each of those you choose between a free replacement and a full refund of what you paid.

Making a claim

Message us through the contact form or by email with the order number and a brief description. For transit damage, attach photographs of the carton and the contents.

The more specific the detail, the faster it is settled. We come back to you with the next step.

Shipping costs in a refund case

Where the fault is genuine, we carry them. Returning damaged medication is generally unnecessary — photographs are enough, and sending medicines back would serve no purpose.

It is different where a parcel returns because the address was wrong. Redelivery is then arranged with you.

When the goods arrive damaged

Do not use the product, even if the tablets look untouched. A pierced blister may have admitted moisture, and that is not visible. Report it on the day of delivery if you can.

When the money arrives

Once released, a refund goes back by the same route the payment came. How long the bank or payment provider takes is outside our control — usualy several working days.

If it has still not appeared well after that, write again and we will find out where it is sitting.

Check before you buy

Since a wrongly chosen strength cannot be exchanged, it is worth a second look at strength and quantity before submitting. And if you are not sure whether your situation would qualify for a refund, ask first rather than afterwards.