Returns, Refunds & Cancellations

Returns Policy for Medicines

Due to UK legislation, we cannot accept returns of any medicines. This includes all medications we sell, such as anti-malaria tablets, over-the-counter pain relief, antihistamines, as well as medicinal creams and liquids.

If you are uncertain whether a product qualifies as a medicine, please contact our customer service team for clarification.

 
Why We Cannot Accept Returns of Medicines

There are several reasons for this policy:

1. Regulatory Compliance: Medicines are strictly regulated by the UK government, and we must adhere to stringent guidelines regarding their storage, handling, and sale. Accepting returns could put us at risk of violating these regulations.

2. Safety Concerns: The safety and efficacy of medicines cannot be guaranteed if they are returned. Improper use of returned medicines can pose significant health risks, which is why we are required to destroy all returned medicinal products.

Medicines
In line with UK legislation, we are unable to accept returns of any medicines. This includes all prescription items, over-the-counter medicines, creams, liquids, and weight loss treatments.

If you are unsure whether an item is classified as a medicine, please reach out to our Customer Service team for clarification.

Why we cannot accept returns:

Regulatory compliance: We are required to follow strict guidelines regarding storage and handling of medicines.
Safety reasons: Once a medicine has been dispensed, we cannot guarantee its safety or effectiveness if returned.
If you no longer need a medicine, we recommend returning it to your local pharmacy for safe disposal.

Non-Medicinal Items
For items that are not classed as medicines, you may request a return within 14 days of receiving your order. Once authorised, the return must be completed within an additional 14 days. Please note, return postage costs are your responsibility, even if your original order qualified for free delivery.

Incorrect or Damaged Items
If you receive an item that is incorrect or damaged, please contact our Customer Service team as soon as possible.

All claims for damaged items require a video call review — this is essential, as we need clear evidence before we can assist. Items should not be disposed of before this review. In some cases, we may ask you to return the items; if so, we will provide a returns label for you to print and use.

Please be aware that if you do not provide evidence, we will be unable to replace or refund the items. By placing an order with us, you agree to these terms and conditions.

Refused Deliveries
You may only refuse a delivery if the parcel is visibly damaged. In this case, please notify our Customer Service team within 7 days. Refusing delivery is not an accepted method for returning unwanted items.

Parcels Returned by Courier
If a parcel is returned to us by the courier without prior arrangement, we will not automatically contact you. As you choose your delivery date, please reach out to our Customer Service team directly if this occurs.

Feedback

At SwiftMedi, we are dedicated to providing excellent care and service. We truly value your feedback and suggestions as they help us continuously improve.

If you have any concerns or comments, please get in touch via our website’s ‘Contact Us’ page, by email, or by phone.

Once received, we will acknowledge your feedback promptly and investigate thoroughly. We aim to resolve complaints as quickly as possible, keeping you informed throughout the process. Our typical response time is within 48 hours (two business days).

Thank you for helping us serve you better.

Cancellation Policy

We understand that plans can change. If you need to cancel an order, please contact us as soon as possible.

A £10 cancellation fee applies to all cancellations to cover administrative and logistical costs.

To cancel your order, please email info@swiftmedi.co.uk with:
• Your full name
• Order number
• A brief reason (optional)

Refunds, minus applicable fees, will be issued to your original payment method. We aim to process refunds within 5–7 business days after confirmation.

Please note: For Prescription Only Medicines (POM), once your order has been dispatched, it cannot be cancelled. We recommend carefully reviewing your order before completing your purchase.

Refund Processing

If a cancellation is successfully processed, any refunds (minus applicable fees) will be issued to the original payment method used at the time of purchase. Please note that refund processing times may vary depending on your bank or payment provider. We aim to process all refunds within 5-7 business days following the confirmation of your cancellation request.

Special Considerations for Prescription Only Medicines (POM)
As Prescription Only Medicines require careful handling and are prepared specifically for individual patients, please note that once a POM order has been dispatched, cancellations will no longer be possible. We advise you to carefully review your order details before finalising your purchase to ensure accuracy and avoid the need for changes or cancellations after dispatch.

At SwiftMedi, we value your business and are committed to providing the highest level of customer care. If you have any questions about our cancellation policy or require assistance with your order, please do not hesitate to contact us at info@swiftmedi.co.uk. Our customer support team is here to assist you and will work diligently to resolve any issues or concerns you may have.

Thank you for choosing SwiftMedi for your healthcare needs. We appreciate your understanding and cooperation in adhering to this cancellation policy.