Refunds & cancellations.
Last updated: 8 July 2026
What happens to your money if you cancel, fail ID verification, or a prescriber declines your order — in plain English.
Medicines are different from other things you buy online: by law, once a medicine has been dispensed it can't be returned or resold — only securely destroyed. So instead of a returns policy, we have something more useful: a clear promise about when you get your money back. Here it is.
When you get your money back.
| What happened | What you get back |
|---|---|
| You cancel before your order is dispatched (whether or not the prescription has been issued) | ✓ Full refund — no fees |
| You cancel after your order has been dispatched | ✕ No refund — dispensed medicines can't be returned |
| Our prescriber declines your order on clinical or safety grounds | ✓ Full refund — no fee charged |
| Your ID check fails | ✓ Full refund on request — no fee charged |
| We sent you the wrong item | ✓ Contact us immediately — we'll put it right |
| Your signed-for delivery goes missing | ✓ We're responsible — we'll redeliver |
| A pricing error meant you overpaid | ✓ The difference is refunded |
This page summarises our Terms & Conditions, which take precedence.
The one thing we can never do.
UK law prohibits pharmacies from accepting returned medicines for reuse — once a medicine leaves the pharmacy, it can only be securely destroyed, never resold to someone else. This isn't our policy; it's the law that protects every patient from receiving medicine that's been in someone else's hands.
It also means distance-selling cancellation rights that apply to most online purchases don't apply to dispensed medicines. So please double-check you've ordered the right medicine, in the right strength and form, before you pay — and if you spot a mistake, contact us immediately: the earlier you catch it, the more we can do.
Act fast — prescriptions can be issued within minutes.
Our prescribers often review consultations within minutes or hours of an order being placed. Your refund window runs from the moment you pay until the prescriber accepts your consultation and issues the prescription — you'll get an email the moment that happens. If your order hasn't been accepted yet, we can cancel it.
Where the money goes, and when.
Refunds are made to the original payment method and processed within 5 working days. Depending on your bank, it may take a few further days for the money to appear in your account.
Wrong item, missing delivery, or overcharged.
Check your delivery promptly when it arrives. If anything has been sent in error, contact us immediately on 020 7538 4139 or admin@accessdoctor.co.uk.
If your order was sent by signed-for delivery and goes missing, that's on us — we're responsible for misplaced items and will redeliver.
If a pricing error on our site meant you were charged more than you should have been, we'll identify everyone affected and refund the difference.
Escalating a complaint.
If you're unhappy with a refund decision, email admin@accessdoctor.co.uk — we aim to respond within 48 hours. If it's urgent, phone us instead.
You can also raise a concern with our regulators at any time — see how we're regulated for the full escalation routes.
