Refund & Returns Policy

Last updated: 26/07/2026 — Applies to orders placed on onlinemedeurope.co.uk

On this page

1. 1. Why most medicines can’t be returned
2. 2. What you can return
3. 3. How to start a return
4. 4. Refund timing
5. 5. Faulty or incorrect items
6. 6. Customers ordering from outside the UK
7. 7. Contact us about a return

1. Why most medicines can’t be returned

Once a medicine has left our dispensary, we can no longer guarantee how it’s been stored — temperature, light, and handling all affect whether it’s still safe to dispense to someone else. For this reason, and in line with the health-protection exemption under UK and EU distance-selling regulations, we’re generally unable to accept returns or offer refunds on medicines once an order has been dispatched, except where the item is faulty, damaged, or was sent in error.

This applies whether the item was prescription-only or available over the counter. It’s a safety rule, not a preference, and it’s standard across licensed pharmacies.

2. What you can return

• Faulty or damaged items — see section 5.
• Incorrect items sent as a result of our error.
• Non-medicine products — devices such as [blood pressure monitors, thermometers] in unopened, resalable condition, within [14/30] days of delivery, in line with standard consumer distance-selling rights.

Unopened, unused non-medicine products can usually be returned under the UK Consumer Contracts Regulations 2013 (or equivalent EU distance-selling rules for other countries). This right doesn’t apply to medicines, sealed items unsuitable for return for hygiene or health-protection reasons once unsealed, or items made to your specification.

3. How to start a return

• Contact us at onlinemedeurope.co.uk within 2 days of delivery, quoting your order number.
• We’ll confirm whether the item is eligible and, if so, send you a returns label and instructions.
• Please don’t send items back before we’ve confirmed eligibility — we can’t guarantee a refund for unsolicited returns of medicine, for the safety reasons explained above.

4. Refund timing

Once we’ve received and inspected a returned item, we’ll email you to confirm whether the refund has been approved. Approved refunds are issued to your original payment method within [5–10] working days. Your bank or card provider may take a few additional days to show the funds.

5. Faulty, damaged, or incorrect items

If something arrives damaged, faulty, or different from what you ordered, contact us within [48 hours] of delivery with your order number and, where possible, a photo of the item. We’ll arrange a replacement or a full refund, including any delivery cost, at no charge to you.

6. Customers ordering from outside the UK

If you’re ordering from [Ireland, Germany, France, the Netherlands, Belgium, Spain, Italy, Austria, Sweden, Denmark, or Finland], local consumer protection law in your country may give you additional or different rights. Where local law is more generous than this policy, local law applies.

7. Contact us about a return

Email onlinemedeurope.co.uk, Monday–Friday, [9:00–18:00]. If your question is about whether a medicine is still safe to take, ask to speak to a pharmacist rather than support staff.