Returns & refunds

Once a medicine has left our pharmacy we can never resell it, even if the packaging looks untouched — there is no way to guarantee how it has been stored. For everyone's safety, medicines are therefore exempt from the usual right of return unless they arrive damaged, defective, or aren't what you ordered. This exemption for medicinal products is set out in the UK Consumer Contracts Regulations.

If your medicine arrives damaged or incorrect, we'll replace it or refund you in full — see below.

For everything else (devices, accessories, unopened cosmetics and general health items) you have the usual 14 days from delivery to change your mind, provided the item is unused, unopened and in its original packaging. Items with a hygiene seal can't be returned once the seal is broken.

To start a return, contact us with your order number before sending anything back. Return postage for change-of-mind returns is at your cost.

If anything arrives damaged, faulty, or different from what you ordered, tell us within 48 hours of delivery and we'll make it right at no cost to you. Please include:

• Your order number (it starts with TCO-).
• A photo of the item and packaging if damaged.
• Whether you'd prefer a replacement or a refund.

Approved refunds go back to your original payment method within 14 days, and usually much sooner. We'll confirm by email when the refund is issued.

If our pharmacy team can't safely supply a pharmacy medicine based on your questionnaire answers, we'll refund that item in full straight away — you won't need to do anything.