Chemist Click Cancellation Policy

Last updated: February 2026

Quick summary

• You can cancel for a full refund any time before your order is dispatched.
• After dispatch, we cannot accept returns or offer refunds for change of mind on medicines (even if unopened), because medicines that have left the pharmacy cannot be reused or resold for patient safety reasons.
• This does not affect your statutory rights if something is faulty, damaged, not as described, or supplied incorrectly.

Cancelling before dispatch (change of mind)

You may cancel your order up until the point of dispatch by emailing info@chemistclick.co.uk or by calling 01923 549040 with your full name and order number.

If you cancel before dispatch, we will issue a full refund within 14 days of receiving your cancellation request (usually much sooner).

Important: Orders may be processed quickly after clinical approval. If dispatch has already occurred, section 3 applies.

After dispatch: returns and change-of-mind refunds

Because we supply medicines and other healthcare items, we do not accept returns or offer refunds for “change of mind” once the order has been dispatched.

This is because:

• Medicines that have left the pharmacy cannot be re-supplied (storage conditions can’t be verified). Returned medicines are treated as pharmaceutical waste.
• Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cancellation right does not apply to certain goods, including sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

If you receive unwanted medicines: You may send them back to us or return them to a community pharmacy for safe disposal.

If there is a problem with your order (wrong, damaged, faulty, missing)

If we have supplied an item that is incorrect, damaged in transit, missing, or faulty, please contact us within 48 hours of delivery where possible, including:

• Order number
• Photos of the outer packaging and the item (if applicable)
• A description of the issue

We will investigate promptly and, where appropriate, arrange one of the following remedies:

• Replacement / re-supply (where clinically appropriate and safe)
• Refund (full or partial, depending on circumstances)
• Other appropriate resolution (e.g., re-send missing items)

Your rights for faulty goods are protected under the Consumer Rights Act 2015.

Note: Where a medicine is supplied incorrectly or damaged, we may ask you not to use it, and we may require additional information to ensure safe resolution.

Clinical cancellations (safety first)

Sometimes our prescribers may decide an order is not clinically appropriate based on the consultation information provided, or we may need additional information before supply.

If your order is cancelled for clinical reasons before dispatch, you will receive a full refund.

If you have already received your medicine and you later report new information suggesting it may be unsafe to continue, we will provide advice on next steps. Any refund decision will depend on the facts and your statutory rights.

Delivery delays and temperature-controlled items

If your order includes a temperature-controlled medicine, we dispatch it to arrive within appropriate timeframes and packaging requirements.

If a delivery delay occurs, we will assess whether the product remains fit for use in accordance with manufacturer guidance and the product’s expiry/in-use limits. If it does not, we will arrange a suitable resolution (replacement or refund).

Refund timescales and method

Where a refund is due, it will be returned to the original payment method.

Refunds are processed within 14 days of confirmation of:

• pre-dispatch cancellation, or
• a refund being approved following investigation of an issue.

Banks/payment providers may take additional time to credit funds after we have processed the refund.

How to contact us

Email: info@chemistclick.co.uk

Telephone: 01923 549040

Please include: name, order number, and a clear description of what you need.