Returns, Refunds and Cancellations Policy

Last updated: 13 August 2026

 

At Pharmacy Mentor, we want you to be satisfied with the products and services you receive from us. As a registered pharmacy, we must also ensure that medicines and healthcare products are handled safely and in accordance with applicable UK pharmacy and consumer protection requirements.

Different rules may apply depending on whether you have purchased a medicine, a health or hygiene product, or another retail product. This policy explains when an order may be cancelled, when products may be returned, and when a refund may be available.

Nothing in this policy affects your statutory rights.

 

1. Medicines

Medicines require particular care because, once they have left the pharmacy’s control, we cannot verify how they have been stored or handled. For patient safety, medicines returned to a pharmacy cannot be placed back into stock for resale or supplied to another patient.

Prescription medicines and medicines dispensed specifically for you cannot be returned simply because you have changed your mind.

If your medicine has already been dispensed, supplied or dispatched, we will normally be unable to cancel the supply or provide a refund unless there is a problem with the medicine or with the order.

This does not affect your rights where, for example:

• we have supplied the wrong medicine, strength, quantity or product;
• the medicine is damaged or defective;
• the medicine is not as described;
• the order has been affected by an error on our part; or
• you have another statutory right to a remedy.

If you have purchased a non-prescription medicine and wish to cancel or return it, please contact us before sending anything back. Whether a cancellation or return is available will depend on the type of product, whether it has been supplied or opened, and your applicable statutory rights.

Please do not send medicines back to us unless we have specifically asked you to do so.

 

2. Non-Medicinal Products

For most non-medicinal products purchased online, you may have the right to change your mind and cancel your purchase within 14 days of receiving the goods.

If you exercise this right, you must tell us within the applicable cancellation period and return the goods to us within 14 days after notifying us of your decision to cancel.

Returned products should be:

• complete and, where reasonably possible, in their original packaging;
• handled only as much as would reasonably be permitted when examining the product in a shop; and
• returned with any accessories, instructions or other items supplied with them.

We may make a reasonable deduction from your refund where the value of a product has been reduced as a result of handling beyond what is necessary to establish its nature, characteristics and functioning.

 

3. Products That Cannot Normally Be Returned for Change of Mind

Some products are excluded from, or may lose, the usual right to cancel an online purchase. This may include:

• prescription medicines and medicines supplied under the directions of a prescriber;
• sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
• products that have been personalised or made specifically for you;
• products liable to deteriorate or expire rapidly; and
• other products for which a statutory exemption from cancellation applies.

This does not affect your rights if a product is faulty, damaged, incorrectly supplied or not as described.

 

4. Cancelling an Order Before Dispatch

If you wish to cancel an order, please contact us as soon as possible.

For ordinary retail products, we will cancel the order where cancellation remains possible and will refund any amount due.

For prescription medicines or other medicines being prepared specifically for you, cancellation may no longer be possible once clinical assessment, prescribing, dispensing or other pharmacy processing has taken place, even if the order has not yet been dispatched.

We will confirm whether your order can be cancelled when you contact us.

 

5. Incorrect, Damaged or Defective Products

If you receive an incorrect, damaged or defective product, please contact us as soon as possible.

Please provide your order details and a description of the problem. We may also ask you to provide photographs of the product, its packaging and the delivery packaging so that we can investigate.

If the affected product is a medicine, do not use or take the medicine if you are concerned that it may be incorrect, damaged, contaminated or defective. Please contact us for advice.

Depending on the circumstances and your statutory rights, we may arrange an appropriate remedy such as a replacement, repair where applicable, or refund.

We may ask you to retain the affected product and its packaging while we investigate. Please do not return or dispose of a medicine unless we have advised you what to do.

 

6. How to Return an Eligible Product

Before returning a product, please contact our customer service team with your order details and the reason for the return.

We will confirm whether the product is eligible for return and provide the appropriate return instructions.

Please do not send products to us without first contacting us, particularly medicines, medical devices or products requiring special handling.

 

7. Return Costs

If you are returning an eligible product because you have changed your mind, you will normally be responsible for the direct cost of returning it unless we have agreed otherwise.

If a return is required because we supplied an incorrect, damaged or defective product, we will cover reasonable return costs where applicable and where we have instructed you to return the product.

 

8. Refunds

Where a refund is due, it will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.

For eligible goods returned following exercise of your statutory cancellation rights, we will process the refund without undue delay and no later than 14 days after we receive the returned goods or, where permitted, after you provide evidence that they have been sent back.

If you cancel an entire eligible order under your statutory cancellation rights, we will also refund the standard outbound delivery charge where required by law. If you selected a more expensive delivery service, any additional amount paid above the cost of our standard delivery option does not have to be refunded.

Where only part of an order is returned, the original delivery charge may not be refundable or fully refundable.

After we have processed a refund, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.

 

9. Orders We Cannot Supply

There may be occasions when we are unable to supply an order, including because:

• a product is unavailable;
• a medicine is considered unsuitable following a clinical or pharmacy assessment;
• we are unable to make a lawful or clinically appropriate supply;
• there is a pricing, stock or website error; or
• we are otherwise unable to fulfil the order.

Where we cancel an order and payment has already been taken for goods that will not be supplied, we will refund the amount due to you.

 

10. Unwanted Medicines and Safe Disposal

Do not dispose of unwanted medicines in household waste, sinks or toilets unless specifically advised that this is appropriate.

If you have medicines that you no longer require, please speak to a local community pharmacy about appropriate arrangements for safe disposal.

Returning an unwanted medicine for safe disposal does not mean that the medicine is eligible for a refund.

 

11. Your Statutory Rights

This policy is intended to operate alongside your rights under applicable UK consumer protection legislation. Nothing in this policy is intended to exclude, restrict or replace any rights or remedies that cannot legally be excluded.

 

12. Contact Us

If you have a question about a cancellation, return, refund or a problem with an order, please contact us.

Please include your order details so that our team can investigate and assist you as quickly as possible.

We may update this policy from time to time to reflect changes to our services, regulatory requirements or applicable law. Any rights you have in relation to an existing order will not be reduced by a later change to this policy where the law does not permit this.