Refund Policy

We use Royal Mail Delivery service or UPS to deliver our goods. The medicines will be dispatched in packages in the official languages of the state that they are being sent to. We do not charge extra for the next day delivery. For further information on delivery options, click here.

The estimated date and time window for delivery of the goods is set out in the Confirmation Email. We will let you have a revised estimated date for delivery of the goods if something happens which is outside of our control and affects the estimated date of delivery. Delivery of the goods will take place when we deliver them to the address that you gave to us.

Age and ID verification software will be used to properly identify you and in some cases, you may be asked to provide the delivery representative with a form of ID (passport or photocard driving licence).

You can request that we deliver goods to your workplace or to another address.

Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will let you know; cancel your order; and give you a refund. In some cases, you may be asked to confirm receipt of delivery. If this is not possible, please contact us using the contact details at the top of this page.

Once a package is shipped, you are bound by the terms and conditions of use of our shipping agents or representatives. You are responsible for the goods when delivery has taken place. The risk in the goods passes to you when you take possession of the goods.

Right to cancel and Refund

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – Part 3 - Right to cancel – Regulation 28 specifies exceptions to the right to cancel:

28. —(1) This Part does not apply as regards the following—

- The supply of goods that are made to the consumer's specifications or are clearly personalised;

- The supply of goods which are liable to deteriorate or expire rapidly;

(3) The rights conferred by this Part cease to be available in the following circumstances—

- In the case of a contract for the supply of sealed goods which are not suitable for return due to health protection…

In light of the above and in view of the type of product and service offered on our Site, this exception applies and you have no right to cancel. We are however exercising our discretion and giving patients the right to cancel their order up to the point when their treatment is dispatched. The pharmacist must destroy any medication within 60 days of it being returned, even un-opened boxes, so we are not able to offer refunds once the treatment has been dispatched.

If you cancel this contract prior to the point of dispatch, we will reimburse to you all payments received from you. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

If this contract is ended it will not affect our right to receive any money that you owe to us under this contract.

Kindly contact our Customer Service Representative by email enquiry@healthexpress.co.uk or by phone on 0203 322 9966 should you wish to exercise your right to cancel.