Refunds & Returns

Overview

Prescription medicines cannot be returned or resold once they leave the pharmacy. This is UK safety law. The exceptions below apply.

When we can help
• Damaged parcel on arrival
• Wrong item sent by us
• Missing items from your order
• Quality defect or manufacturer recall
• Parcel lost by the courier

When we cannot accept returns
• Correct items that you no longer want
• Opened, used, or unsealed medical products
• Items without order proof or beyond the time window
• Non-prescription add-ons marked “final sale”

Time windows
• Report damaged, missing, or wrong items: within 48 hours of delivery
• Report suspected loss: after the carrier’s delivery window has passed
• Report quality defect: as soon as noticed

What we need from you
• Order number and full name
• Photos of the parcel, shipping label, inner packaging, and item (for damage/wrong item)
• A brief description of the issue
• For losses: confirmation of correct address and any safe-place info

Resolution options
• Replacement sent at no cost (subject to stock)
• Refund to original payment method (if replacement not possible)
• Partial refund if only part of the order is affected
• For recalls: instructions per MHRA guidance, then replacement or refund

Refund method and timing
• Approved refunds go back to the original payment method
• Bank processing typically 3–5 business days after we issue the refund

Returns process (when authorised)

1. Contact support to obtain a returns authorisation (RMA).

2. We provide a prepaid label if a return is required.

3. Pack securely; include any accessories and leaflets.

4. We inspect on receipt; outcome confirmed by email.

Order changes and cancellations
• Before pharmacy dispensing: we can cancel and refund.
• After dispensing or dispatch: refunds only under the exceptions above.

Temperature-controlled items
• Packed with validated materials. If a temperature breach is suspected, contact us immediately. Do not use the product.

Chargebacks
• Please contact us first. We resolve most issues quickly and provide full carrier evidence if needed.

Contact
• Email: info@ukretatrutide-co.uk
• Hours: Mon–Fri, 9:00–17:00 (UK time)
• Include your order number in the subject line.

Summary
We replace or refund when something goes wrong. We cannot take back correctly supplied prescription medicines for safety reasons.