You can cancel an order before a prescription has been issued, the company will credit you for the full price of the goods. Please note that there is a £10 cancellation fee if you wish to cancel the order after its dispatch. To cancel orders, please contact firstname.lastname@example.org with your order reference number prior to your medicine being dispatched.
We recognise that there are occasions whereby goods may become damaged or destroyed during transit. This is, however, beyond our control and is the responsibility of our delivery carrier.
We will only offer a refund in the case of damaged goods after the goods have been returned to us, and we are wholly satisfied that the damage occurred in transit and is not as a result of negligence or wilful damage on the customer’s part.
Should you receive damaged goods, you must inform us of your intention to return them before you do so. Please write to us at email@example.com, detailing the nature of the damage, your order number and the cost to you to return the item. Photographic evidence of the damaged item is also required.
Please include all original packaging when you return an item. It is highly recommended that any return is sent back by a tracked, signed for delivery service. Once we receive the item, we will inspect it and respond to you as soon as possible. If the item is further damaged by the return process, an appropriate amount will be deducted from your refund.
Should we determine your order was genuinely damaged in transit, we will offer a full refund of the order value, including initial postage and packaging and the cost incurred for you to return the item to us. We recommend you keep a receipt for this purpose.
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 firstname.lastname@example.org of your intention to return faulty goods. Please provide details of the nature of the fault, the order number and the postage costs.
Returns & Refund policy
You have the right to change your mind about an order after you have placed it. You must inform us of your intention to cancel in writing before a prescription is issued to you. You can do this by emailing us at email@example.com.
Our prescriber may refuse to prescribe medication to you as they may feel it is unsuitable for you to take. In this case, you will be automatically issued a full refund of the order value and postage costs.
A prescription may be issued within minutes of your order. Once a prescription has been issued, you may still cancel your order providing your order has not been dispatched, but you will incur a £10 cancellation charge.
It will usually take between 3 and 5 business days for a refund to reflect in your bank account or on your credit card statement after it has been issued.
Once your order has been dispatched, we are unable to offer a refund. This is for reasons of safety. The pharmacy is unable to reuse medication that has been returned, even if it is in perfect condition, due to special storage requirements and the nature of active ingredients.
The Consumer Contracts Regulations 2013 state that there is no right to cancel “for the supply of a medicinal product by administration by a prescriber, or under a prescription or directions given by a prescriber.”
Should you have unwanted medicines, you should take them to a local pharmacy for safe disposal.
Should you wish to discuss our refund policy in more detail, you may do so by emailing us at firstname.lastname@example.org.
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 email@example.com
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.