You can place your order 24/7 online, however we only dispatch during our core operational hours MON—FRI between 09:00 and 17:00 to ensure on–time delivery of your treatments.
We aim to acknowledge all formal written complaints within two working days of receiving them, and endeavour to respond to all formal written complaints within 5 working days.
To lodge a formal complaint, please send an email to .
We try our best to resolve complaints with the best possible outcomes however if you are still unhappy with the response that Instant e-Care has made to a formal written complaint then you should contact the General Pharmaceutical Council for further advice.
For reasons of safety, prescription medicines cannot be returned once they have left the pharmacy for delivery.
The pharmacy cannot use returned medicines even if in perfect condition due to safety reasons. If you have unwanted medicines, please take it to a local pharmacy for free, safe disposal.
If the prescriber, for any reason, 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.
You can cancel an order before a prescription is issued. If the order is cancelled the company will credit you for the full price of the goods.
To cancel orders please send an email to with your order reference number prior to your medicine being dispatched.
Damaged or faulty goods can be returned and a full refund will be given including your postage costs.
If the prescription medicine was damaged in transit and/or was delivered to you as damaged then please inform us via email at of your intention to return faulty goods including, the nature of the fault, order number and postage costs.