Return and Refund Policy

Version 2.0
Effective Date: 25.02.2026

This Returns & Refund Policy forms part of our Terms and Conditions and should be read alongside our Delivery Policy. In the event of any inconsistency, the Terms and Conditions prevail.

Nothing in this policy affects your statutory rights.

1. Non-Medicinal Products

Non-medicinal items (including health and beauty products, supplements and medical devices) may be returned within 14 days of receipt.

Items must be:

• Unopened

• Unused

• In original packaging

Return postage is the customer’s responsibility and is non-refundable.

We recommend using a tracked delivery service, as we are not responsible for items lost in transit.

Refunds will be processed within 5 working days of receipt and inspection of the returned item.

2. Medicinal Products

In accordance with Regulation 28(3)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, medicinal products are exempt from cancellation rights once supplied for health protection and safety reasons.

For the purposes of this policy, medicinal products are considered supplied when:

• They have been dispensed and dispatched; and

• Delivery has been completed or attempted in accordance with the selected delivery service.

Once medicinal products leave our premises, they cannot be returned, even if unopened.

Medicines legislation prohibits the re-supply of returned medicinal products.

3. Temperature-Sensitive Medicines (Including GLP-1 Injections)

Certain medicines require controlled temperature storage (typically 2–8°C), including GLP-1 medicines such as Mounjaro® and Wegovy®.

If delivery is:

• Missed

• Delayed due to customer unavailability

• Refused

• Uncollected from the delivery office

• Returned following failed delivery attempts

• Redirected or left in a safe place at the customer’s request

• Improperly stored after delivery or attempted delivery

Product integrity may be compromised.

Once outside pharmacy control, temperature-sensitive medicines cannot be reissued, reused or resupplied.

Where failure to accept delivery results from customer unavailability, refusal or failure to collect, no refund or replacement will be provided.

4. Clinical Non-Approval & Dose Escalation

All prescription medicines are subject to professional clinical review.

Where an item or dose is not approved following clinical assessment, this reflects prescribing judgement in accordance with regulatory standards and does not constitute cancellation or non-supply by Pharmulous.

For GLP-1 medicines (including Mounjaro® and Wegovy®):

• Continuation or escalation requests may require verifiable evidence of prior prescribing.
• If sufficient evidence is not provided, approval may not be granted.
• A clinically appropriate alternative (including a lower dose) may be offered.

If sufficient evidence is not provided and a clinically appropriate alternative is offered, but you choose not to proceed and request cancellation, this will be treated as cancellation initiated by you after clinical and administrative services have commenced. In such cases, a proportionate administration fee of £10 will apply in accordance with Regulation 36 of the Consumer Contracts Regulations 2013 and our Terms and Conditions, and the remaining balance will be refunded.

5. Faulty GLP-1 Pens

Suspected faulty GLP-1 pens must be reported within 30 days of purchase.

The pen must not be discarded.

All suspected faults are assessed directly by the manufacturer.

The manufacturer’s determination is final.

This process may take approximately 3–6 weeks.

If the manufacturer confirms a fault, a replacement will be arranged.

Improper storage, temperature breach, misuse, or failure to follow instructions may invalidate replacement eligibility.

6. Damaged or Incorrect Items

If you receive an incorrect or damaged item, you must notify us within 48 hours of confirmed delivery.

Please provide:

• Your order number

• Photographs of the item and packaging

• A description of the issue

We will assess the matter and arrange a replacement or refund where appropriate.

7. Order Cancellations

7.1 Before Dispatch

Orders may be cancelled prior to dispatch.

Where clinical review or administrative processing has commenced, a proportionate administration fee of £10 may be retained in accordance with Regulation 36 of the Consumer Contracts Regulations 2013.

This fee reflects work already undertaken, including clinical screening, regulatory checks and administrative processing.

The remaining balance will be refunded within 5 working days.

7.2 After Dispatch

Orders cannot be cancelled after medicinal products have been dispensed and dispatched.

Cancellation rights do not apply once delivery has been completed or attempted in accordance with the selected delivery service.

Non-medicinal goods may only be returned in accordance with Section 1 of this policy.

8. How to Request a Return or Refund

To request a return or refund, please contact us via our message centre and provide:

• Your order number

• Details of the issue

We may request additional information where necessary to investigate your request.

Pharmulous reserves the right to update this policy from time to time. The version applicable to your order will be the version in force at the time of purchase.