Returns & refunds

At FastHeal Online Pharmacy, we are committed to providing high-quality products and excellent customer service. Due to the nature of medicines and healthcare products, our returns policy differs from that of standard online retailers to ensure patient safety and comply with UK pharmacy regulations.

Medicines

For patient safety, we cannot accept the return of medicines once they have been dispatched or delivered.

This includes:

• Opened or unopened medicines
• General Sale List (GSL) medicines
• Prescription-only medicines (POMs)
• Pharmacy medicines (P)
• Temperature-controlled medicines

This policy ensures that medicines cannot be resupplied once they have left our controlled storage environment.

Faulty, Damaged or Incorrect Items

If you receive:

 

• A faulty product
• The wrong item
• A damaged product
• An item missing from your order

Please contact our Customer Support team as soon as possible, ideally within 48 hours of delivery.

Where appropriate, we may:

• Offer a refund.
• Arrange a replacement.
• Request photographs of the item or packaging to assist with our investigation.

Non-Medicinal Products

Non-medicinal items may be eligible for return if:

• They are returned in their original packaging.
• They are unopened.
• They are unused.
• They are returned within 14 days of receipt.

Please contact us before returning any item so we can advise on the appropriate process.

Please note that return postage costs may apply unless the item is faulty or supplied in error.

Refunds

Where a refund has been approved, it will be processed back to your original payment method.

Please allow 5–10 working days for the refund to appear in your account, depending on your payment provider.

Cancelled Orders

If you wish to cancel your order, please contact us as soon as possible.

Orders may only be cancelled before they have been:

• Dispensed
• Clinically approved (where applicable)
• Dispatched

Once an order has entered the dispensing process or has been dispatched, it may no longer be possible to cancel.

Prescription Services

Where an online consultation has already been reviewed by one of our clinicians, consultation fees may not be refundable, even if a medicine is not prescribed, as the clinical service has already been provided.

Where applicable, any refund relating to the medicine itself will be assessed on a case-by-case basis.

Temperature-Controlled Medicines

Medicines requiring refrigerated storage are carefully packaged for transport.

Once dispatched, these medicines cannot be returned or refunded unless they arrive damaged, faulty or incorrect.