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Orders & Refunds
Safe, Secure & Discreet
All medication posted to you is sent in discreet white packaging, with minimal labelling.
We use high quality tamper-proof courier bags to ensure that your medicine reaches you securely in their original condition.
Cancelling an Order
Under the Distance Selling Regulations (The Consumer Protection (Distance Selling) Regulations 2000) there is no right to cancel where there is supply of goods clearly personalised.(Click here for this Regulation)
Exceptions to the right to cancel
13.-(1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts-
(c) for the supply of goods clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;
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13.-(1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts-
(c) for the supply of goods clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;
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Furthermore, by law, medicines returned to a pharmacy may not be recycled or re-used; they must be disposed of for incineration. For this reason once an order has left our pharmacy we are unable to accept any returns.
However we recognise that you may change your mind when purchasing a treatment. Therefore in exercising fair discretion you have the right to cancel your order up to the point when your treatment is dispatched. To cancel your order email us as soon as possible on freeadvice@myonlinedoctors.com providing as much order information as possible.
Damaged, Faulty or Incorrect Medicines
Our doctors and pharmacists have over 20 years’ experience in dealing with medicines. In the highly unlikely event that the medicines your receive are damaged, faulty or incorrect please inform us within 5 working days. Please contact us at freeadvice@myonlinedoctors.com or via the contact us page.
All refunds, including postage costs and any reasonable cost of returns, will be refunded to you in the same way you paid.
Rules for returning medicines:
- Medicines must be returned to the pharmacy within 10 working days.
- Items must be returned in the best possible condition, in their original packaging where possible.
- If packaging has been opened we ask that you take all reasonable steps to ensure that items reach us in the best possibly condition.
- Send a printed copy of your order with any returned medication. This may be either an email of the order confirmation, or, a print-screen of your order from the My Account section.
A decision on whether or not to provide a refund or send out replacement goods will be taken on an individual basis. We will aim to make a decision within 5 working days of receiving the returned medicines. Refunds may take up to 5 working days of reaching a decision to issue a refund or replacement goods.
Our Delivery Service
Delivering Your Medication
We understand that you want to receive your medication as soon as possible which is why we have partnered with Royal Mail for fast and efficient delivery services.
We offer a range of delivery options to suit your needs. All orders approved before 3pm on weekdays will be dispatched the same day using your preferred choice of delivery.
We offer a range of delivery options to suit your needs. All orders approved before 3pm on weekdays will be dispatched the same day using your preferred choice of delivery.
Royal Mail First Class(Fast& Free)
Orders placed using Royal Mail 1st Class delivery will usually be delivered the next working day (including Saturdays).
Royal Mail Signed For® First Class(Fast & Trackable)
Orders placed using Royal Mail Signed For® First Class delivery will usually be delivered the next working day (including Saturdays).
You can confirm the delivery Royal Mail Signed For® mail with our online Track & Trace tool. You can also view the receiver's signature online. All you need to do is enter your 13 digit reference number.
Our Royal Mail Signed For® First Class service is £4.45
Royal Mail Special Delivery Guaranteed® by 1pm (Next Working Day & Trackable)
With our Special Delivery Guaranteed services your item will arrive safely, and on time, or we’ll give you your money back. Not all postal codes are covered by our Special Delivery service so please click here to view delivery restrictions.
Our Royal Mail Special Delivery Guaranteed® by 1pm service is £7.45
Our Royal Mail Special Delivery Guaranteed® by 1pm, including Saturday service is £11.80
Our Royal Mail Special Delivery Guaranteed® by 1pm, including Saturday service is £11.80
We deliver throughout the UK. However, there are certain delivery restrictions in particular areas:
We can’t guarantee delivery by 9am to the following postcode areas:
BD23 - 24
BT35, 44, 47, 51, 53, 54, 70, 71, 76, 77, 81, 92,93, 94
DG9 (7&9)
HG3
IV2 - 20, 30 - 32, 36, 63
LA18, 20
LD1 - 4, 6
LN4 - 6, 10
PA20 - 27
PH16
PL29 (3)
PO30 - 41
SY25
TR12, 13, 17 - 26
YO41, 43, 51, 60, 61, 62
We deliver by 5.30pm the next working day in the following postcode areas:
AB30 - 39, 41 - 45, 51 - 56
HS1, 3 - 9
IV21 - 28, 40 - 49, 51 - 56
KA27, 28
KW1 - 3, 5 - 15
KW16 Stromness Town only
PA20 (0&9)
PA28 - 38, 41 - 49, 76, 77
PH15, 17 - 26, 31 - 40, 49, 50
ZE1
We deliver within two working days by 5.30pm to the following postcodes areas:
HS2
PA60 - 75, 78
ZE2, 3
We deliver within three working days by 5.30pm to the following postcode areas:
KW16 - non Town
KW17
PH30, 41 – 44
We can’t guarantee delivery by 9am to Jersey, Herm, Sark, Alderney and addresses on Isle of Man outside the IM1 postcode area.
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We can’t guarantee delivery by 9am to the following postcode areas:
BD23 - 24
BT35, 44, 47, 51, 53, 54, 70, 71, 76, 77, 81, 92,93, 94
DG9 (7&9)
HG3
IV2 - 20, 30 - 32, 36, 63
LA18, 20
LD1 - 4, 6
LN4 - 6, 10
PA20 - 27
PH16
PL29 (3)
PO30 - 41
SY25
TR12, 13, 17 - 26
YO41, 43, 51, 60, 61, 62
We deliver by 5.30pm the next working day in the following postcode areas:
AB30 - 39, 41 - 45, 51 - 56
HS1, 3 - 9
IV21 - 28, 40 - 49, 51 - 56
KA27, 28
KW1 - 3, 5 - 15
KW16 Stromness Town only
PA20 (0&9)
PA28 - 38, 41 - 49, 76, 77
PH15, 17 - 26, 31 - 40, 49, 50
ZE1
We deliver within two working days by 5.30pm to the following postcodes areas:
HS2
PA60 - 75, 78
ZE2, 3
We deliver within three working days by 5.30pm to the following postcode areas:
KW16 - non Town
KW17
PH30, 41 – 44
We can’t guarantee delivery by 9am to Jersey, Herm, Sark, Alderney and addresses on Isle of Man outside the IM1 postcode area.
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Royal Mail Europe (Fast & Trackable)
Our European delivery service aims to deliver your parcel within 3-5 working days.
Our Royal Mail Europe delivery service is £10.95
Can you Deliver to My Work Address?
Yes - we can delivery your medicines to any address convenient for you, work or home, situated within the UK.
Missed Deliveries
If you miss your delivery because you're out and about, you'll receive a 'Something for You' card from Royal Mail letting you know they tried to deliver your post.
Visit the Royal Mail website or call the number listed on the card and you'll be able to arrange to collect your item from a Post Office branch. For items delivered by Royal Mail there may be a charge for this service.
You’ll need to wait until midday at least 24 hours after you received the card – then you’ll be able to pick up the parcel.
When you come to pick it up, remember to bring proof of identity for the person the parcel is addressed to and proof of address – like a utility bill or a letter from the council.
Where’s My Delivery?
In rare circumstances there may be some unforeseeable delays by Royal Mail, so please allow for up to three working days before contacting us. If you do need to get in touch with us please use the contact us page to send us a message and we will get back to you within one working day, if not sooner.
Your Privacy Is Important
All medication posted to you is sent in discreet white packaging, with minimal labelling.
Secure Packaging
We use high quality tamper-proof courier bags to ensure that your medicine reaches you securely in their original condition.