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Cancellation policy

You can cancel an order before a prescription has been issued. If the order is cancelled, the company will credit you for the full price of the goods. To cancel orders, please contact support@instantecare.co.uk with your order reference number prior to your medicine being dispatched.

Damaged goods

Damaged or faulty goods can be returned and a full refund will be issued including your postage costs.

If the prescription medicine was damaged in transit and/or was delivered to you as damaged, please inform us via email at support@instantecare.co.uk of your intention to return faulty goods. Please provide details of the nature of the fault, the order number and the postage costs.

Return policy

For reasons of safety, prescription medications cannot be returned once they have left the pharmacy and are out for delivery.

The pharmacy cannot use returned medicines, even if they are in perfect condition. If you have unwanted medicines, please take them to a local pharmacy for free and safe disposal.

If the prescriber decides not to issue a prescription for an ordered medicine, you will be notified via email and a full refund will be made to your card.

Once the order has been handed over to the courier service, the pharmacy is no longer responsible for any delays or disruptions to the delivery service.

Complaints

We aim to acknowledge all formal written complaints within two working days. We endeavor to respond to all formal written complaints within 5 working days.

To lodge a formal complaint, please email support@instantecare.co.uk

We try our best to resolve complaints and supply the best possible outcome. However, if you are still unhappy with the response that Instant eCare has issued to a formal written complaint, you can then contact the General Pharmaceutical Council for further advice.