Refund Policy

Last updated: 1 August 2026

1. About This Policy

This Refund Policy explains when an order may be:

Cancelled.
Returned.
Replaced.
Refunded.

It should be read together with our Terms & Conditions and Delivery Information.

Nothing in this policy removes or restricts statutory consumer rights that cannot legally be excluded.

2. Cancelling Before Dispatch

Where an order has not yet been approved, prepared, packed or dispatched, we will normally attempt to cancel it.

We cannot guarantee cancellation once processing has started.

An automated order-received email or order-received page does not necessarily confirm final acceptance.

3. Orders Declined or Cancelled by HappyMeds

A refund will normally be processed where:

An order is declined before dispatch.
Required legal or verification requirements cannot be satisfied.
Payment was collected but the product cannot be supplied.
The product is unavailable.
We cancel because of an obvious pricing or technical error.
Delivery cannot be offered before dispatch.
We determine that the order should not proceed.

A declined or refunded order does not guarantee that a later request will be approved.

4. Change of Mind Before Dispatch

Where you change your mind before dispatch, contact us immediately.

Cancellation may be possible where the order has not entered a processing stage that prevents cancellation.

Where a separately agreed service has already started, any deduction or charge will only be applied where lawful, reasonable and disclosed.

5. Medicines After Dispatch

For medicine-safety reasons, prescription, dispensed or other medicine products cannot normally be accepted for a change-of-mind return after dispatch.

Medicine that has left the controlled supply process cannot normally be supplied to another customer.

A refund will not normally be provided after dispatch merely because:

You changed your mind.
You ordered the wrong product.
You selected the wrong strength or quantity.
You no longer require the medicine.
You obtained another supply elsewhere.
You refused or failed to collect the parcel.
You decided not to use the product.
The medicine did not produce the result expected.
You experienced a recognised side effect.

This restriction does not affect your statutory rights where a product is:

Faulty.
Damaged.
Incorrect.
Expired on arrival.
Recalled.
Materially different from its description.

Do not send medicine back without first contacting us and receiving instructions.

6. Eligible Non-Medicinal Goods

For eligible non-medicinal goods purchased online, you may have the right to cancel within 14 days after receiving the goods.

After notifying us, you may be required to return eligible goods within a further 14 days.

To qualify for a change-of-mind return, an item must normally be:

Unused.
Unopened.
Complete.
In its original packaging.
In a suitable condition for resale.

Sealed goods that are unsuitable for return for health-protection or hygiene reasons may lose change-of-mind return eligibility once opened or unsealed.

Return postage is normally the customer’s responsibility unless the product is faulty, incorrect or damaged because of our error.

7. Faulty, Damaged or Incorrect Products

Faulty.
Damaged.
Incorrect.
Incomplete.
Expired when delivered.
Open or tampered with.
Materially different from its description.

Where reasonably possible, provide:

Full name.
Order number.
Description of the problem.
Clear photographs.
Photographs of the parcel and delivery label.
Product, batch or expiry information.
Confirmation of whether the item has been opened or used.

Keep the product, parcel and packaging until instructions have been provided.

Do not use an incorrect, damaged or tampered medicine.

8. Available Remedies

After investigation, an appropriate remedy may include:

Replacement.
Full refund.
Partial refund.
Correction of the order.
Another remedy required by applicable consumer law.

The appropriate remedy will depend on:

The nature of the issue.
Available evidence.
Product condition.
Product availability.
Relevant safety requirements.
Applicable consumer rights.

9. Product Recalls and Safety Notices

Where a product becomes subject to an official recall or safety notice, follow the instructions provided.

A recall remedy may include:

Stopping use.
Returning the product.
Safe disposal.
Replacement.
Refund.

The available remedy will depend on the official recall instructions.

10. Lost Parcels

A parcel must normally be investigated by the courier before it is treated as lost.

Where the courier confirms that a parcel is lost, we may offer:

Replacement.
Refund.
Another appropriate resolution.

A replacement remains subject to:

Product availability.
Applicable verification.
Any relevant supply requirements.

11. Parcels Marked as Delivered

Where tracking shows that a parcel was delivered but you cannot locate it, contact us promptly.

Before considering a refund or replacement, we may request that you:

Check the delivery address.
Check safe places.
Ask members of your household.
Check with reception or neighbours.
Review courier photographs.
Contact the courier.
Confirm your address.
Complete a non-receipt declaration.

A refund or replacement will not normally be issued until sufficient checks and any required courier investigation have been completed.

12. Refused, Failed or Uncollected Deliveries

Where a parcel is returned because:

Delivery was refused.
The parcel was not collected.
The address was incorrect.
Access was unavailable.
No eligible person accepted the parcel.

We will review whether redelivery is possible.

Additional charges may apply.

Medicine products do not automatically qualify for a refund after dispatch merely because the customer did not receive, accept or collect them.

13. Incorrect Address

You are responsible for checking the delivery address before submitting an order.

Where an incorrect or incomplete address was provided:

We cannot guarantee recovery of the parcel.
Additional delivery charges may apply.
A refund may not be available where delivery was completed using the information supplied.
Any remedy will depend on the available evidence, courier investigation and statutory consumer rights.

14. Returning an Item

Do not send an item back until you have contacted us and received return instructions.

An unauthorised return may be:

Delayed.
Refused.
Returned to the sender.
Safely disposed of where appropriate.

Eligible returns must be packaged securely.

Where you arrange return postage, retain proof of postage.

We are not responsible for a return lost or damaged through a delivery service selected independently by you.

15. Return of Unwanted Medicines

Unwanted medicine must be stored and disposed of safely.

Do not:

Share it with another person.
Sell or transfer it.
Flush it into wastewater.
Leave it where children or unauthorised persons can access it.

Returning unwanted medicine for safe disposal does not automatically create a right to a refund.

16. Refund Amount

Where a full refund is approved, it may include:

The eligible product price.
Standard delivery charges where legally required.
Approved return costs where the issue resulted from our error.

A lawful deduction may be made where:

An eligible non-medicinal item was handled beyond what was reasonably necessary to inspect it.
Part of the order was retained.
A premium delivery method was selected beyond the standard service.
Additional costs resulted from inaccurate information supplied by the customer.
Return or redelivery costs are the customer’s responsibility.

17. Refund Processing Time

Approved refunds will be processed without undue delay.

Where a statutory deadline applies, the refund will be submitted within the legally required period.

In other circumstances, we normally aim to submit an approved refund within 5 to 10 working days.

Your bank, card issuer or payment provider may require additional time to display the refund.

18. Refund Method

Refunds will normally be returned to the original payment method.

We cannot normally refund:

A different person.
A different payment card.
An unrelated bank account.
A different payment method.

Where the original payment method cannot technically receive a refund, we may contact you to arrange an appropriate alternative.

19. Banking and Payment-Provider Charges

We are not responsible for:

Exchange-rate changes.
Bank fees.
Card-provider charges.
Digital-payment fees.
Processing delays imposed by a payment provider.

20. Promotions and Money-Back Statements

Any promotion, satisfaction statement or money-back claim displayed elsewhere on the website is subject to:

This Refund Policy.
Any separate written promotion terms.
Applicable consumer law.

Such wording does not create an automatic right to return or receive a refund for medicine after dispatch.

21. Chargebacks and Payment Disputes

Starting a legitimate payment dispute does not remove your consumer rights.

Where a dispute or chargeback contains false or misleading information, we may:

Provide relevant evidence to the payment provider.
Restrict the associated account.
Take reasonable action to prevent fraud or misuse.

22. Contact

To request a cancellation, replacement or refund, contact:

Email:

help@happymeds.uk

Please include:

Full name.
Order number.
Reason for the request.
Relevant photographs or evidence.
Delivery and tracking information where applicable.

Do not send complete payment-card details by email.