Returns & Refund Policy

Last updated August 10, 2026

We accept unopened parcels back within 7 days. The product envelope must still be in its original factory seal, exactly as it arrived — unopened and untampered. Return postage is paid by the customer, and a 15% restocking fee is deducted from the refund.

What can be returned

You may return an order within 7 days of delivery if all of the following are true:

The parcel is unopened.
The product envelope is still in its original factory seal — not opened, cut, resealed or tampered with.
The item is undamaged and in the condition it was sent.

Opened or unsealed products cannot be returned. These are pharmacy-grade medicines. Once a seal is broken we have no way to verify how the product has been stored or handled, so for the safety of every customer it cannot go back into stock or be resold. Please check your order carefully before opening anything.

How to return an order

Contact us first, within 7 days of delivery. Send us your order number and tell us what you would like to return. Do not post anything back before you hear from us.
We confirm and send you the return address. Returns sent without contacting us first cannot be tracked to your order and may not be refundable.
Post the parcel back sealed. Keep your postage receipt and tracking number until the refund reaches you.
We inspect and refund. Once the parcel arrives and the seal is confirmed intact, your refund is issued to the original payment method, less the 15% restocking fee. Card refunds usually appear within 5–10 business days depending on your bank.

What a return costs

Return postage is paid by you. We do not provide a prepaid label. We recommend a tracked service — until the parcel reaches us it is still your shipment, and without tracking there is no way to prove it arrived.
A 15% restocking fee is deducted from the refund. On a $320 box that is $48, refunding $272; on a $450 box it is $67.50, refunding $382.50.
Original shipping is not refunded. It has already been spent getting the parcel to you.

None of this applies when the fault is ours. If an order arrives damaged, incorrect or never turns up, there is no restocking fee and no postage cost to you — see below.

Start a return

If something arrived wrong

This is separate from the 7-day return window, and it is always on us:

Damaged, defective, or the wrong items — free replacement, no questions asked.
Package never arrives and shows no carrier scan after 21 days — free replacement, no questions asked.

Get in touch within 7 days of delivery for damaged or incorrect items, or any time after 21 days for a package that never turned up, and we will put it right.

Before you order

A few seconds of checking saves everyone the trouble of a return. Please confirm the product and strength, the quantity, and your shipping address — including spelling, ZIP and apartment number — before you pay. If you are unsure which product or strength you need, ask us first. We are happy to help.

Questions

Any question about a return, a refund or an order that has gone astray, please send us a message and we will come straight back to you.