If your order is not approved, a refund is processed automatically. Refunds typically take 7-10 business days to appear on your bank statement, though they are often completed within a few days. This timeframe reflects the standard processing period for most banks.
In some cases, your refund may be handled as a "reversal":
- This occurs when the original transaction was marked as a pending authorization but never fully processed before the refund was initiated.
- In these instances, the funds are simply released back into your account, and you won’t see the money leave your account or a refund entry on your statement.
All orders are subject to a non-refundable £15 clinical administrative fee. An additional £10 will be charged if a customer has had or misses a video consultation and subsequently cancels an order. The clinical administrative fee will not be charged if we are unable to fulfil an order due to a customer not meeting the prescribing guidelines.
If you have any concerns or questions, please don’t hesitate to contact us or your bank for clarification. We’re here to help!