Medicines generally can’t be returned
Once a medicine has left our pharmacy and been delivered to you, we can’t accept it back or resell it — this applies even if the packaging is unopened. This isn’t a Medora Health preference: once a medicine leaves a licensed pharmacy, we can no longer be sure how it was stored, so accepting it back would risk another customer receiving a medicine we can’t vouch for. This is standard practice for pharmacies and follows pharmacy licensing requirements.
This means we generally cannot offer a return or exchange for:
- Any medicine, once it has been delivered — prescription or over-the-counter.
- Items with broken seals or hygiene packaging that has been opened.
When we will help
We will replace or refund an order when the problem is ours, for example:
- You received the wrong product or the wrong strength or pack size.
- An item arrived damaged, leaking, or with a broken seal on delivery.
- An item was already expired, or expires unreasonably soon, on delivery.
- An item is missing from your delivery.
In these cases, tell us as soon as you notice, ideally before you open or use the product, and keep the item and its packaging until we confirm next steps.
Non-medicine items
For products that are not medicines, and that arrive unopened, unused and in their original packaging, we may accept a return at our discretion. Contact us first — please don’t send an item back without checking with us.
How to request a return or refund
Contact us at [support phone number and email address] with your order number, a description of the problem, and a photo if the item arrived damaged or incorrect. We’ll confirm whether we need the item back and, if so, arrange collection.
Refunds
Where a refund is due, we’ll agree the method with you — since payment is cash on delivery, this is usually a bank transfer or a credit toward a future order. We aim to resolve return and refund requests as quickly as we can once we have everything we need from you.
Prescription review service
The prescription review service itself is free to use. If a pharmacist rejects your prescription or asks for clarification, no order has been placed and nothing is owed — you’re only charged, at checkout, once you choose to add items to your cart and complete an order.