Return Policy
Because we supply pharmacy and healthcare products, return rules are more limited than for standard retail goods. For safety, hygiene, and regulatory reasons, prescription medicines cannot be returned once supplied.
1. Prescription Medicines
1.1. Prescription medicines are not returnable.
1.2. In limited cases, and at the discretion of the responsible pharmacist, we may consider a cancellation, refund, or other resolution.
1.3. If a prescription order is rejected following clinical review, any amount paid for undelivered medication will be refunded within ten working days.
2. Non-Prescription Products
2.1. Non-medicinal products may be eligible for a return under applicable consumer law.
2.2. Where permitted, items must usually be returned unused, unopened, and in their original condition and packaging.
2.3. Sealed items that are not suitable for return for health or hygiene reasons cannot be returned once unsealed after delivery.
3. Unwanted Medicines
3.1. We cannot accept returned medicines for resale.
3.2. If you wish to return unwanted medicine at your own cost, please contact us first and we will facilitate destruction in accordance with applicable regulations.
4. Faulty, Incorrect or Damaged Items
4.1. If you receive the wrong item, or an item arrives damaged or appears faulty, contact us as soon as possible.
4.2. We may ask for photographs or other details so we can investigate and resolve the issue appropriately.
5. Refunds
5.1. Refunds, where applicable, are normally processed within ten working days.
5.2. Refund eligibility may depend on the product type, the reason for return, and the condition of the item.
6. Contact Us
If you need to discuss a return, please contact us at support@xo-co.uk.
