Policy on Returns and Cancellations

We understand that there may be instances when you wish to return products purchased from us. As outlined in this Policy, we strive to make this process as simple as possible for our customers.


Non-Medical Substances


Non-medicinal products must be returned in their original packaging, unopened, and in resaleable condition. If the returned item does not meet these criteria, we will be unable to provide a refund. If these conditions are met, you must notify us within 14 days of receiving the order of your intention to return it before returning it to us.


Once the return has been authorized, you have 21 days to return the product to us. Once the product is received and inspected by a member of our staff, a refund will be authorized using the same method of payment used to make the purchase. This may take up to seven business days to reach your bank account; if it has not arrived by this time, please contact us.


If the return is your choice (i.e. not due to faulty, damaged, or incorrect goods), you are responsible for the item’s return postage. We will, however, not charge a restocking fee on any returned items.


The cancellation and return rights set forth in this clause do not affect a consumer’s statutory rights in relation to items that are defective, damaged, incorrect, or not as described.



You have the right to cancel your medication order up to the point of dispatch – this is defined as when you receive an email confirming the dispatch of your order.


If you are unable to collect your missed delivery or arrange for it to be redelivered via Royal Mail, we can resend your medication to the same or a different address as long as it is returned to us within 30 days of the attempted delivery.


There are issues with your order.

If any products are found to be faulty, defective, incorrectly delivered, or misdescribed, please notify us immediately and:


We will reimburse you for the reasonable costs of returning the items to us if we request that you do so outside of our usual pre-paid methods; Products do not have to be returned in the same condition as sold, but you must return them in the best condition possible; and Products should be returned as soon as possible with the original packaging, if available, but will be accepted without the original packaging provided that you have taken all reasonable steps to ensure their condition is acceptable.

You must promptly notify us of any product issues so that we and our third-party delivery companies can conduct an investigation.


Once we receive notification, we will either replace the products or refund the purchase price and any applicable delivery charges.


If you notify us more than six months after receiving the products, you must provide documentary evidence that the product was faulty, defective, or incorrectly delivered at the time of delivery in order for us to consider replacing or refunding the product.


Contact information

If you have any questions about this Policy or wish to contact us regarding a return, please use the following contact information:


Returns –  45 Newman Street, Soho, London, W1T 1QE ,

+44 (0) 20 3154 4734

Contact us via email at info@mylondonpharmacy.co.uk


This page was last updated on 03 May 2022.

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