Refund policy

Last updated: 17 July 2026

1. About us

wayspharmacy.co.uk is operated by Medicine Box (Holborn) Limited (Company No. 14359642), trading as Ways Pharmacy. Our registered office and dispensing pharmacy are at 77 Southampton Row, London, WC1B 4ET, United Kingdom.

This policy applies to orders placed on wayspharmacy.co.uk. Nothing in this policy affects your statutory rights.

2. Pharmacist review and declined orders

Orders for pharmacist-led treatments and medicines are subject to a clinical suitability review by a GPhC-registered pharmacist before supply and dispatch.

If an order does not pass pharmacist review, it will be declined and refunded in full automatically. We will return all amounts paid for the declined order, including any delivery charge, to the original payment method. We initiate the refund promptly; your bank or card provider may take additional time to show it in your account.

3. Cancelling an order before dispatch

To cancel an order, email holborn@wayspharmacy.co.uk or call +44 (0)20 8106 7084 as soon as possible and include your order number.

If your cancellation request reaches us before the order has been dispatched, we will cancel the order and refund it in full to the original payment method. Once an order has been dispatched, the return rules below apply.

4. Medicines: returns and safe disposal

For patient safety, a medicine that has left the pharmacy cannot be reused or resold. We therefore cannot accept a medicine back for resale or provide a change-of-mind refund after it has been dispatched or collected, even if the packaging appears unopened.

This restriction does not apply where a medicine or other item is damaged, faulty, not as described or incorrectly supplied. Those cases are handled under section 5 below.

Unwanted or unused medicines may be taken to a community pharmacy for safe disposal. Please do not place medicines in household waste, flush them away or post them to us unless our pharmacy team has first instructed you how to return them safely.

5. Damaged, incorrectly supplied or faulty goods

If any item arrives damaged, is faulty, is not as described or has been incorrectly supplied, contact us as soon as reasonably possible. Do not use a medicine that you believe is damaged, faulty or incorrect.

Please provide your order number, a description of the problem and, where safe and practical, photographs of the item and packaging. We will arrange a replacement or refund, as appropriate and in accordance with your statutory rights, at no cost to you. For medicines, our pharmacy team will also tell you how to return or dispose of the item safely; do not post medicines without our instructions.

6. Returns of eligible non-medicinal goods

For most non-medicinal goods bought online, you may tell us that you wish to cancel within 14 days after the day you receive the goods. You then have a further 14 days to return them. In addition, we offer a 30-day return period from delivery for eligible non-medicinal goods, provided they are unused, in their original packaging and in a resaleable condition.

Change-of-mind returns do not apply to:

• medicines after dispatch or collection;
• sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;
• perishable goods, including food;
• personalised or made-to-order goods; or
• any other item excluded from cancellation rights by law.

Sale items have the same statutory rights as full-price items and eligible sale items may be returned under the same rules.

7. How to make a return

Contact us before sending anything back so that we can confirm eligibility and provide safe return instructions. Include your order number or other proof of purchase.

Authorised returns should be sent to:

Ways Pharmacy
Medicine Box (Holborn) Limited
77 Southampton Row
London
WC1B 4ET
United Kingdom

For a change-of-mind return, you are responsible for the return delivery cost and for the item until it reaches us. We recommend using a tracked service. If an item is damaged, faulty or incorrectly supplied, we will cover reasonable return costs or arrange the return.

8. Refunds

Refunds are made to the original payment method. For eligible returned goods, we will process the refund within 14 days after receiving the goods back, or earlier where required by law. Where a distance-sale cancellation includes the whole eligible order, we will also refund the standard outbound delivery charge; any additional amount paid for an enhanced delivery service is not refundable unless required by law.

We may reduce a change-of-mind refund if non-medicinal goods have been handled beyond what is reasonably necessary to inspect them and their value has been reduced. This does not limit your rights where goods are damaged, faulty, not as described or incorrectly supplied.

After we initiate a refund, banks and card providers may take several business days to post it. If you have received confirmation from us but cannot see the refund, please check with your payment provider and then contact our pharmacy team.

9. Contact details

Medicine Box (Holborn) Limited, trading as Ways Pharmacy
77 Southampton Row, London, WC1B 4ET, United Kingdom
Email: holborn@wayspharmacy.co.uk
Telephone: +44 (0)20 8106 7084