Returns and cancellations

Cancelling before dispatch

Anything that has not left the pharmacy can be cancelled, for any reason, at no cost. Email support@hightownpharmacy.co.uk with your order number and we will stop it.

Speed matters more than the reason. Orders placed before 3pm on a working day usually go out the same day, so if you have changed your mind, tell us as soon as you know.

If no payment had been taken, you will see the pending charge drop off rather than a refund appear.

Why medicines cannot come back

Our policy does not offer change-of-mind refunds for dispatched medicines. This does not affect your statutory rights or our policy for wrong, damaged or faulty items. We cannot put returned medicines back into saleable stock because we can no longer account for them. We do not know how it has been stored, what temperature it reached, or whether the packaging has been interfered with.

A medicine we cannot vouch for is a medicine we cannot dispense to anyone else. Anything returned to a pharmacy has to be destroyed as waste. If there is a problem with a medicine we supplied, contact us using the wrong, damaged or faulty items section below.

This applies to medicines specifically. Other things you buy from us are covered further down.

Getting rid of medicines you no longer need

Do not put unwanted or out of date medicines in the bin and do not flush them. Take them to a local pharmacy for safe disposal. You do not need to have bought them there.

Contact us before posting any unwanted medicines for disposal so we can confirm whether they can be sent and how to package them. If we agree to a postal return for disposal, mark it "For destruction". For a refund enquiry, contact us before sending anything for destruction.

Do not post controlled drugs. Hand those in at a pharmacy counter instead. If you are not sure whether something you have is a controlled drug, call us on 0151 929 3130 and read us the label.

Returning something that is not a medicine

For eligible non-medicinal items bought online, tell us within 14 days of receiving them that you want to cancel. You then have another 14 days to send them back. You do not need to give a reason. Once your return arrives, we check it and refund the payment method you used within 7 days.

You pay the return postage unless the item was damaged, incorrect or faulty. Get proof of postage. When you cancel an eligible order, we also refund standard outbound delivery; any extra cost for a premium delivery service is not included.

You may inspect an item as you would in a shop. Keep its original packaging where possible. Handling beyond what is needed to check it may reduce the refund. Sealed goods that cannot be returned for health or hygiene reasons are excluded from change-of-mind cancellation once unsealed. These exclusions do not remove your rights if an item is faulty.

Not sure whether your item is a medicine? Some medicines can be bought without health questions. Check the product label or ask us before you post anything.

Wrong, damaged or faulty items

If we get it wrong, we fix it properly. You get a full refund of the items and any postage you paid, and we cover the cost of sending it back.

Email us with your order number and a photo of what arrived, including the packaging if it was damaged in transit. A photo usually means we can sort it without waiting for the item to reach us.

Starting a return

Email support@hightownpharmacy.co.uk before you send anything. Include:

• your order number
• the name the order was placed under
• which item, and what is wrong with it
• a photo, if it is damaged, wrong or faulty

We will confirm whether the item can come back and tell you where to send it. Emailing first saves you the postage on something we would have had to destroy anyway.