Returns, Refunds & Cancellations

SwiftMedi Returns, Cancellations & Refunds Policy

Effective Date: July 2025
Last Updated: July 2025

Returns Policy for Medicines
Due to UK legislation and patient safety requirements, we cannot accept returns of any medicines once they have been dispensed.

This includes all prescription medicines, over-the-counter medicines, creams, liquids, and weight-loss treatments.

If you are uncertain whether a product qualifies as a medicine, please contact our Customer Service team for clarification before placing your order.

Why We Cannot Accept Returns of Medicines
We are unable to accept returns of medicines for the following reasons:

Regulatory Compliance: Medicines are strictly regulated, and we must adhere to legal requirements relating to storage, handling, and supply. Accepting returned medicines could place us in breach of these regulations.
Patient Safety: Once a medicine has been dispensed, its safety, quality, and integrity cannot be guaranteed if returned. For this reason, returned medicines must be destroyed and cannot be re-supplied.
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 classified as medicines, you may request a return within 14 days of receiving your order.

Once authorised, the item must be returned within a further 14 days.
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.

We may request reasonable evidence (such as photographs or a video call) to assess the issue.
Items must not be disposed of until the matter has been reviewed.

Where appropriate, we may ask you to return the item. If a return is required, we will provide a returns label.

If sufficient evidence is not provided, we may be unable to replace or refund the item. This does not affect your statutory rights.

Refused Deliveries
You may refuse delivery only where the parcel is visibly damaged at the point of delivery.
In such cases, 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 (for example, due to non-collection or address issues), the order will remain on hold until you contact us.

Please note that SwiftMedi does not offer fixed delivery dates.
If your parcel is returned, please contact our Customer Service team promptly so we can advise on next steps.

Cancellation Policy
We understand that plans can change. If you wish to cancel an order, please contact us as soon as possible by emailing [email protected] and providing:

Your full name
Order number
A brief reason (optional)
Cancellation Fees
Where an order is cancelled before clinical assessment has begun, a full refund will be issued.

Where cancellation occurs after clinical assessment has begun, we may charge an administrative or clinical fee of up to £10, reflecting reasonable costs already incurred, in line with our Terms & Conditions.

Prescription-Only Medicines (POM)
Once a Prescription-Only Medicine has been dispatched, it cannot be cancelled.
We recommend carefully reviewing your order details before completing your purchase.

Refund Processing
Where a refund is due, it will be issued to the original payment method used.

Refunds will be processed within 14 days of confirmation, in accordance with our Terms & Conditions.
Please note that bank or payment provider processing times may vary.

Feedback and Complaints
At SwiftMedi, we are committed to providing high-quality care and service.
We welcome feedback as it helps us improve.

If you have concerns or wish to make a complaint, please contact us via our website, email, or phone.

Complaints are acknowledged within 2 working days and we aim to provide a full response within 5 working days, in line with our Complaints Procedure.

If you need assistance at any stage, please contact [email protected] or call 0333 339 9821.

Thank you for choosing SwiftMedi.