Returns Policy – Non‑Prescription (OTC & Online) Medicines

1. Purpose

To ensure that returns, refunds, and cancellations involving non‑prescription (over‑the‑counter, OTC & Online) medicines are managed safely, legally, and transparently, protecting patient safety and complying with regulatory and consumer law requirements.

2. Scope

This policy applies to all non‑prescription medicines sold by the service, including those supplied via online or distance‑selling platforms.

It applies to:

• Customer returns and refund requests

• Order cancellations

• Damaged or incorrect items

• Medicines supplied in error or deemed unsuitable

3. Regulatory and Legal Framework

• Human Medicines Regulations 2012

• MHRA guidance on the sale and supply of medicines

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

• Consumer Rights Act 2015

4. Core Safety Principle

For patient safety reasons, medicines that have left the control of the service must not be re‑sold, re‑issued, or returned to stock, even if unopened.

This is a non‑negotiable safety requirement.

5. Right to Cancel (Distance Selling)

Customers have the right to cancel an order before dispatch.

Once medicines have been dispatched, the right to return for change of mind does not apply to medicinal products due to health and safety regulations.

This limitation must be clearly communicated at the point of sale.

6. Non‑Returnable Items

The following items are not eligible for return or exchange:

• Non‑prescription medicines that have been dispatched

• Opened or unopened medicinal products

• Temperature‑sensitive medicines

• Medicines returned due to change of mind

7. Refunds and Replacements – When Permitted

A refund or replacement may be offered in the following circumstances:

• Incorrect item supplied

• Damaged or faulty product on delivery

• Product recalled or withdrawn

• Supply made in error by the service

In these cases:

• The medicine must not be re‑used or re‑sold

• The customer may be asked to safely dispose of the product

• Evidence (e.g. photograph, batch number) may be requested

8. Medicines Deemed Unsuitable After Purchase

If, following review of information provided, a medicine is deemed unsuitable before use:

• The service may issue a refund or partial refund at its discretion

• The medicine must not be returned to stock

• The outcome and rationale must be documented

9. Adverse Reactions or Safety Concerns

If a customer reports an adverse reaction:

• They must be advised to stop taking the medicine and seek medical advice

• The incident must be recorded and escalated in line with the Incident Reporting Policy

• A refund may be considered on safety grounds

10. Returns Process

Customers requesting a refund or reporting an issue must:

• Contact customer support promptly

• Provide order details and reason for request

• Follow instructions provided by the service

Medicines must not be returned by post unless explicitly instructed.

11. Disposal of Returned or Unused Medicines

• Medicines must be disposed of safely via approved routes

• Returned medicines must never be re‑supplied

• Disposal must be documented where required

12. Transparency and Website Information

The following must be clearly displayed on the website:

• This returns policy

• Clear statement that medicines cannot be returned once dispatched

• Explanation of refunds in cases of error or damage

13. Training and Awareness

• Staff must be trained on this policy

• Customer‑facing staff must provide consistent information

• Training records must be maintained

14. Audit and Review

• Returns and refunds will be monitored for trends and safety concerns

• This policy will be reviewed annually or following regulatory change

Document Control

Approved by: Caroline Balazs
Role: Advanced Practitioner Clinical Lead
Date: 01/01/2026
Review Date: 01/01/2027
Version: 1.0