Refunds and Returns Policy
We understand that there may, on occasion, be times where you wish to return an order that you have received from us. We aim to make this process as easy as possible for our customers as set out by our Returns Policy.
If your order has been declined by the online doctor or the pharmacist on-site, we will issue a refund. Refunds are credited to the original payment method used and will take 5-7 working days to be credited to your account, this can sometimes vary depending on your card provider.
Unfortunately, by law we cannot accept the return of any medication as it cannot be reused once it has left our premises. Any medication returned to us must be correctly disposed of within 30 days.
You have the right to cancel your order up to the point when your treatment is dispatched. The pharmacist must destroy any medication within 30 days of it being returned, even unopened boxes, so we are not able to offer refunds once your treatment has been dispatched.
Should you be unable to collect your missed delivery or arrange for your medication to be re-delivered by Royal Mail/DPD, the pharmacy can resend your medication to the same, or a different address provided it has been returned to us and this happens within a 30-day window.
Distance Selling Regulations
The Consumer Protection (Distance Selling) Regulations 2000 state that there is no right to cancel under the following circumstances:
Exceptions to the right to cancel
|13.-(1)||Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts|
|(c)||For the supply of goods clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;|
Therefore, in terms of this exception, you have no right to cancel. However, in terms of our discretion exercised by us with regards to these terms and conditions, you have the right to cancel your order up to the point when your treatment is dispatched. The pharmacist must destroy any medication returned, even unopened boxes, so we are not able to offer refunds once your treatment has been dispatched.
Faulty, Damaged or Incorrect Goods
In the event you receive your order and it contains faulty, damaged or incorrect goods, please contact us using the details below within 10 days of receiving the item. We will then decide on an individual basis on the course of action to take. This will either involve the product being refunded as detailed above or replaced.
Returns by Post
To return medication by post please repackage them carefully and return them to:
Better Health Online
T/A Rosetta Pharmacy
52A Rosetta Road,
Please ensure that your package contains your full name, address and order number.
The Consumer Rights Act 2015 allows you to claim a refund on damaged goods within 30 days of receipt. You will have to return the items before a refund will be issued.
We do not accept returns on medication that you deem to be ineffective. If you believe any of the medication you have ordered to be damaged, please contact our Customer Services team. Email us firstname.lastname@example.org