Returns & Refunds Policy

Last updated: 16 July 2026

This policy explains when you'll be refunded, when medicines can and can't be returned, and how refunds are processed. It forms part of our Terms & Conditions and should be read alongside our Delivery Policy.

1. The short version

• If treatment isn't approved for you, you're refunded in full — automatically.
• You can cancel any order before dispatch for a full refund.
• Once a medicine has been dispatched, it can't be returned or refunded — unless it's faulty, damaged or not what you ordered.
• Refunds go back to your original payment method, usually within 3–5 working days of being processed.

2. Automatic full refunds

Your order is cancelled and refunded in full, automatically, if:

• Our prescriber determines treatment is not clinically appropriate for you, or our pharmacy team determines a pharmacy medicine is not suitable for you.
• You don't complete identity and BMI verification within 72 hours of placing your order.
• You don't respond to a clinical query or requested review within 72 hours.
• Identity verification is unsuccessful.
• We can't accept your order for any other reason set out in our Terms & Conditions, such as the product being out of stock.

You don't need to request these refunds or chase anyone — they're processed automatically when the order is cancelled.

3. Cancelling an order

You can cancel your order at any time before dispatch by emailing hello@joinnume.co.uk or messaging us through your account, and you'll receive a full refund. Because we dispatch quickly — same day for orders approved by 12pm — the window to cancel can be short, so contact us as soon as possible.

Once your order has been dispatched, it can no longer be cancelled.

4. Why medicines can't be returned

Under the Consumer Contracts Regulations, the standard 14-day right to cancel does not apply to medicinal products once dispatched. This is a safety measure, not a technicality: once a medicine has left our pharmacy, we can no longer guarantee how it has been stored or handled, so it can never be re-supplied to another patient. This applies even if the medicine is unopened and its packaging is intact.

For this reason, dispatched medicines cannot be returned, exchanged or refunded — except in the circumstances set out in section 5. This does not affect your statutory rights.

5. Faulty, damaged or incorrect items

You are always entitled to a remedy where something is wrong with what you received:

• Damaged in transit: contact us within 48 hours of delivery with photographs of the item and packaging. Where damage occurred in transit, we'll arrange a replacement or full refund and handle the courier claim ourselves.
• Faulty or defective: if your medicine or device appears defective — for example, the liquid is cloudy or discoloured, or a pen doesn't work as described — don't use it. Contact us through your account, and once confirmed we'll arrange a replacement or full refund. Suspected defective medicines can also be reported to the MHRA via the Yellow Card scheme at yellowcard.mhra.gov.uk.
• Incorrect item: if you receive something you didn't order, don't use it — contact us immediately and we'll put it right at no cost to you.

Where we need an item back to investigate, we'll arrange and pay for its return — please don't post medicines back to us unless we've asked you to.

6. What we can't refund

• Medicines that have been dispatched and delivered correctly, including where you've changed your mind, no longer want treatment, or your circumstances have changed.
• Temperature-sensitive medicines where delivery failed or was refused because of your error or unavailability — for example, an incorrect address or not responding to DPD's notifications — as these cannot be safely re-supplied. See our Delivery Policy.
• Medicines that have been stored incorrectly after delivery, contrary to the storage instructions provided.

7. How refunds are processed

All refunds go back to your original payment method. Once processed, refunds typically appear within 3–5 working days, depending on your bank or card provider. If a refund hasn't arrived within 10 working days of our confirmation, contact us at hello@joinnume.co.uk and we'll chase it.

8. Questions or problems

If you think you're owed a refund, or you disagree with a decision under this policy, contact us at hello@joinnume.co.uk. If you're not happy with our response, our Complaints Procedure explains how to escalate.