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1. Returns Policy
At PillSuite, patient safety and the quality of medicines are our priorities.
Due to the nature of pharmaceutical products and the requirements for safe storage and handling, medicines that have been dispensed and supplied generally cannot be returned for resale or reuse.
Once medicines have left the pharmacy, their storage conditions and integrity cannot always be verified. For this reason, returned medicines cannot ordinarily be placed back into stock for supply to another patient.
Returns of prescription medicines and other healthcare products are subject to applicable UK consumer law and medicines regulations.
This does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or otherwise does not meet your legal rights.
Non-medicinal products may be eligible for return in certain circumstances, subject to applicable cancellation rights and product conditions.
If you have any questions about returning an item, please contact info@pillsuite.co.uk before sending anything back.
2. Refund Eligibility
At PillSuite, we aim to handle all refund requests fairly and in accordance with applicable UK consumer law.
You may be eligible for a refund in the following circumstances:
- Treatment not approved: If a prescriber determines that treatment is unsuitable, any payment authorisation will be released, or payment already collected for the declined treatment will be refunded.
- Order cannot be fulfilled: If we are unable to supply your medication due to stock availability or another issue, we will arrange an appropriate refund.
- Cancelled orders: Refund eligibility depends on the stage your order has reached and your applicable cancellation rights.
- Damaged, faulty or incorrect items: You may be entitled to a replacement or refund in accordance with your statutory rights.
Refunds will be assessed according to the circumstances of your order, applicable consumer rights and the terms of this policy.
For assistance with a refund request, please contact info@pillsuite.co.uk.
3. Damaged or Incorrect Items
At PillSuite, we take care to ensure that all medicines are accurately dispensed, appropriately packaged and safely delivered.
If you receive an incorrect, damaged or faulty item, please contact us at info@pillsuite.co.uk, preferably within 48 hours of delivery, so we can investigate promptly.
We may request photographic evidence of the item, its packaging, delivery label or other relevant information to help verify the issue.
Please retain the original packaging and any affected items while your claim is being investigated, unless we advise otherwise.
If your medication appears damaged, has been tampered with or may not have been stored under the required conditions, please do not use it until you have received advice from our pharmacy team.
Where an item is confirmed to be faulty, damaged or incorrectly supplied, we will arrange an appropriate replacement or refund in accordance with your statutory rights.
Reports received after 48 hours will still be considered. However, delays in reporting may affect our ability to investigate the circumstances and verify the condition of the item at delivery.
Please do not return or dispose of any medication until we have provided appropriate instructions.
4. Cancellations
If you wish to cancel an order, please contact PillSuite at info@pillsuite.co.uk as soon as possible, quoting your order number.
Cancellation requests will be considered according to the stage your order has reached and your applicable statutory rights.
- Before clinical assessment: If your request is cancelled before assessment begins, any payment authorisation will be released or any payment collected will be refunded.
- Following clinical approval: If your prescription has been approved but your medication has not yet been dispatched, please contact us immediately. Cancellation will depend on the processing stage and applicable legal requirements.
- After dispatch: Prescription medicines that have been dispatched generally cannot be cancelled or returned simply because you have changed your mind, subject to your statutory rights.
Once dispensing or preparation has begun, cancellation may no longer be possible in certain circumstances.
If PillSuite is unable to approve or fulfil your treatment request, any payment collected for the declined or unfulfilled treatment will be refunded.
Nothing in this policy affects your statutory consumer rights.
5. Refund Processing
At PillSuite, we aim to process eligible refunds promptly and fairly.
Once a refund has been approved, we aim to initiate it within 5 working days, subject to applicable statutory refund deadlines.
Refunds will normally be issued to the original payment method used when placing the order.
Once processed, it may take an additional 5–10 working days for the funds to appear in your account, depending on your bank or payment provider.
Where a payment has only been authorised and not collected, the authorisation will be released rather than refunded. The time taken for the funds to become available will depend on your payment provider.
If you have not received your refund within the expected timeframe, please contact info@pillsuite.co.uk so we can investigate.
6. Important Information
For patient safety, medicines returned to PillSuite cannot ordinarily be resupplied to another patient, as their storage conditions and integrity cannot be guaranteed once they have left the pharmacy.
Please do not send medicines back to PillSuite without first contacting our pharmacy team for instructions.
Where a medicine is no longer required, we recommend taking it to a local community pharmacy for safe disposal, unless alternative arrangements have been agreed with PillSuite.
All cancellation, return and refund requests will be assessed in accordance with applicable UK consumer law and medicines regulations.
Nothing in this policy excludes or restricts your statutory rights, including your rights in relation to faulty, damaged or incorrectly supplied products.