Cancelling an order
Sign in and open your order to use the cancellation action when available, or contact the pharmacy. The current order service allows cancellation unless the order is already cancelled or in its final refunded state, including orders out for delivery or delivered. Cancellation of an order record does not itself confirm a medicine return or the receipt of a refund.
Cash on delivery
If no payment has been collected, there is nothing to refund. If cash has already been collected, contact the pharmacy to arrange review and any manual cash refund. The website does not issue cash refunds automatically.
Paid online orders
Where online payment is available, the configured pharmacy cancellation handling charge is 5% of the captured payment. This is not described as a payment-provider fee. The system rounds the handling charge to two decimal places and subtracts it from the captured amount. The calculation includes any delivery charge in that payment; delivery is not separately excluded from the calculation.
The calculated amount is recorded when the order is cancelled and awaits pharmacy refund approval. Approval, submission to a payment provider and receipt of funds are separate steps. Provider processing can fail or remain pending. The website does not guarantee an automatic refund or a date when funds will reach you. Contact us if your refund requires follow-up.
Refund stages and processing target
- Refund requested: a request or calculated refund is awaiting review; this is not approval.
- Pharmacy approval: the pharmacy reviews and approves the refund before processing.
- Refund processing: the pharmacy arranges the approved refund; where a payment provider is involved, processing may remain pending or require follow-up.
- Funds received: receipt in your account is separate from approval or a provider's processing confirmation.
Once your refund has been approved by the pharmacy, we aim to process it within 2–3 business days. The time taken for funds to appear in your account may vary depending on your bank or payment provider.
This is an operational service target, not an automatic refund function or a guaranteed bank-credit deadline. DPO Pay has not been activated; automatic DPO refunds are not currently available.
Medicines and consumer rights
Contact the pharmacy about damaged, incorrect or unsuitable items and before returning any medicine, so a pharmacist can assess the circumstances and safe handling. This policy does not exclude statutory consumer rights or establish a blanket restriction on refunds.