Returns & Refunds Policy

1. Purpose

This policy explains how we handle returns and refunds. It sits alongside our Cancellation Policy (POL-002) and should be read together.

2. Prescription Medication - Returns Not Accepted

We cannot accept returns of prescription medication once it has been dispensed. This is a regulatory requirement under the Medicines Act 1968 and GPhC standards it is not a commercial policy. Once a prescription has left our pharmacy, we cannot re-supply it to another patient.

If you have unwanted medication, please take it to any community pharmacy for safe disposal.

3. Refunds Where We Have Not Provided the Service

You are entitled to a full refund where:

• You cancel a consultation before it has been reviewed
• You cancel an order before it has been dispatched
• We decline to prescribe after you have paid
• We cancel your order for clinical or operational reasons
• We are unable to supply because of a medicines shortage

Refunds are processed within 14 days to the original payment method.

4. Refunds for Faulty or Damaged Medication

You may be entitled to a replacement or refund if the medication you receive is:

• Not as described
• Damaged in transit
• Faulty or defective
• Delivered outside its expiry date
• Delivered in a cold-chain-compromised state (where temperature-controlled shipping has failed)

Contact us within 48 hours of receiving your medication if you identify any of these issues. Please include your order reference and photographs of the packaging and product where possible.

5. How to Request a Refund

• Email: info@synovamed.co.uk
• Phone: 07822 002914
• Include: your order number, a description of the issue, and your preferred outcome (refund or replacement)

6. Delivery Charges

Where a refund is due and the order is wholly cancelled or faulty, we will refund any delivery charge paid. If a replacement is sent, there is no additional delivery charge.

7. Our Investigation Process

• We acknowledge your refund request within 2 working days
• We investigate promptly and communicate our findings
• Where a refund is due, we process within 14 days to the original payment method
• Where we disagree with your view, we explain our reasons clearly

8. Cancellation Fees

Monthly plans: no cancellation fee you may cancel at any time.

Committed plans (3-month, 6-month, 12-month): no fee during the first 30 days. After 30 days, a £50 early-cancellation fee applies if you cancel before the end of your plan. This reflects the discount you received for committing to the longer plan. Full detail is in our Cancellation Policy (POL-002).

The fee does not apply where we cancel for clinical, safety, or supply reasons, or where the cancellation results from fault on our part.

9. Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Where our policy offers more than the statutory minimum, our policy applies; where your statutory rights offer more, those apply.

10. Disputes

If you disagree with our decision, please follow our Complaints Policy (POL-001). You may escalate to the GPhC for clinical matters or to Citizens Advice / Trading Standards for consumer matters.

11. Policy Review

Reviewed every 2 years. Next review: April 2028.

SynovaMed (trading name of Nihaal Limited) | 11 Blaby Road, South Wigston, Wigston, LE18 4PA | GPhC: 9012552 | 07822 002914 | info@synovamed.co.uk Document Ref: POL-014 | Version 2.0 | Effective: 19 April 2026 | Next Review: April 2028 Superintendent Pharmacist: Chirag Desai (GPHC: 2079415)