Returns, Refunds, and Cancellations Policy
At Pharmacy Mentor, we strive to ensure your satisfaction with our medicines. Due to strict UK regulations on the handling and disposal of medicinal products, we are unable to accept the return of medicines once they have been dispensed and dispatched, except in very limited circumstances as outlined below.
1. Returns
For safety and regulatory reasons, we cannot accept the return of medicines (including prescription-only, pharmacy-only, and general sale medicines) once they have left our control, except where:
- We have supplied the wrong item, strength, or quantity; or
- The product is damaged or defective on arrival.
If you believe we have made an error with your order, or your order has arrived damaged or defective, please contact our customer service team as soon as possible so we can review the issue and advise you on the next steps.
Please do not send any medicines back to us unless we have specifically requested this, as returned medicines cannot be reused or resold and may require safe disposal.
2. Refunds
Refunds will be issued to the original payment method used for the purchase. Please allow up to 14 days from the date we confirm that a refund is due for it to be processed and reflected in your account.
Refunds may be issued under the following circumstances:
- Your order was cancelled before it was processed and dispensed.
- We are unable to supply the medicine (for example, due to stock or clinical suitability);
- We have supplied an incorrect, damaged, or defective product and agree that a refund is appropriate.
Where a refund is due because of our error (for example, incorrect, damaged, or defective medicines), we will not deduct any delivery or return costs that we have asked you to incur.
3. Cancellations
You may cancel your order for a full refund before it has been processed and dispensed by our pharmacy team. Once the pharmacist has clinically checked, dispensed, or your order has been shipped, it cannot be cancelled, and medicines cannot be returned for a refund or exchange simply because you have changed your mind.
To cancel an order, please contact our customer service team as soon as possible with your order details. We will confirm whether cancellation is still possible at the time you contact us.
4. Damaged or Defective Products
If you receive a damaged or defective product, please contact us immediately with details and, where possible, photos of the damaged item and packaging. We will review the issue and arrange for a replacement or refund, as appropriate.
We may request that you safely retain the product and packaging for inspection or, if necessary, arrange for its return at our expense. Please do not dispose of any damaged or defective medicines until we have advised you to do so.
5. Contact Us
If you have any questions, concerns, or requests regarding our Returns, Refunds, and Cancellations Policy, please contact us. Our customer service team is here to assist you and help ensure your safety and satisfaction.
This Returns, Refunds, and Cancellations Policy is subject to change without notice. Please refer to the latest version on our website for updates.
Last updated: 13th November 2025