Delivery and Returns Policy

Delivery Service

Orders are dispatched via Royal Mail Tracked 24 or DPD next day delivery. You will receive an email notification with a tracking number once your order has been dispatched from our pharmacy.

Delivery Charges

• Standard Delivery (OT-delivery): £3.99 per order
• Weight Loss Delivery (WL-delivery): £4.99 per order
• Delivery charges are clearly displayed at checkout before you complete your purchase

Delivery Times

Royal Mail Tracked 24: Delivery within 1-2 working days from dispatch. Orders are typically dispatched within 24-48 hours of prescription approval, subject to demand.

Please note: Delivery times are estimates and may be affected by factors outside our control, including courier service delays, adverse weather conditions, or peak periods.

DPD Next Day Delivery

Some orders are dispatched with DPD on a next working day service. Orders dispatched before our daily cut-off are delivered the following working day.

DPD will contact you by text or email on the morning of delivery with a one-hour delivery window. You can use the link they send to change the delivery day, leave delivery instructions, or redirect your parcel to a neighbour or a local DPD Pickup shop.

ADHD Medication Deliveries

ADHD medications are Schedule 2 controlled drugs, so these orders are sent using DPD's PIN code service to meet the strict supply requirements that apply to them. You will be given a two-hour delivery window and a PIN code, which anyone at the delivery address can give to the driver to accept the parcel.

Delivery Area

We deliver to addresses across the United Kingdom. We are currently unable to deliver to:

• Channel Islands
• Isle of Man
• Isles of Scilly
• BFPO addresses
• PO Box addresses

For Northern Ireland and parts of the Scottish Highlands and Islands (postcode areas BT, AB, IV, KW, PA, PH, HS and ZE), we dispatch Monday to Thursday only. Transit times to these areas are longer, and this ensures your order arrives within the expected delivery window rather than sitting in the network over the weekend.

Dispatch Days

Orders are dispatched Monday to Friday (excluding bank holidays). Our dispatch cut-off on Friday is 12:00 — orders approved after this are dispatched on the next working day, usually Monday. We do not dispatch at weekends or on bank holidays, although deliveries may sometimes take place on a Saturday.

Tracking Your Order

Once your order is dispatched, you will receive:

• A dispatch confirmation email telling you which courier is carrying your order, along with your tracking number
• You can track your parcel at any time on the Royal Mail or DPD website or app, depending on which courier was used
• For any queries about your delivery, please check your tracking information first

Discreet Packaging

We understand the importance of privacy. All orders are sent in plain, discreet packaging with no indication of the contents or the nature of our service. Only our company name will appear on the external packaging.

What Happens If You're Not Home

What happens next depends on which courier is carrying your order.

Royal Mail

• They will leave a "Something for You" red card with instructions
• You can arrange redelivery or collect your parcel from your local Royal Mail delivery office
• You have up to 18 days to collect your parcel before it's returned to us

DPD

• They will notify you by text or email and leave a card
• You can rearrange delivery for another day, redirect the parcel to a neighbour, or have it held at a local DPD Pickup shop
• If the parcel is not collected or redelivery is not arranged, it will be returned to us

Incorrect Address

It is your responsibility to ensure the delivery address provided is correct and complete. If your order is returned to us due to an incorrect address, you will be charged the delivery fee for reshipping.

Please double-check your delivery address before completing your order.

Lost in Transit

If your parcel shows as lost on the courier's tracking (i.e., no updates for 10+ working days past the expected delivery date):

• Contact us immediately via help@medy.uk
• We will initiate a claim with the courier on your behalf
• Once confirmed as lost by the courier, we will reship your order at no additional cost

Damaged or Tampered Items

If your order arrives damaged, or the packaging appears to have been tampered with:

• Do not use the medication
• Take clear photographs of the damaged packaging and contents
• Contact us within 48 hours of receipt at help@medy.uk
• We will arrange a replacement at no cost to you

Your safety is our priority. We will investigate all reports of damaged or tampered items and work with the courier to prevent future occurrences.

Cancellation Before Dispatch

You have the right to cancel your order at any time before your prescription has been approved and your medication has been dispatched.

To cancel:

• Contact us immediately at help@medy.uk
• If your order has not yet been dispatched, you will receive a full refund (including delivery charges)
• If your order has already been dispatched, we cannot cancel or refund the order

Exceptions: When We Accept Returns

We will accept returns and provide a replacement or full refund (including delivery charges) only in the following circumstances:

• Dispensing Error: We dispensed the wrong medication or incorrect dosage
• Damaged on Arrival: The medication or packaging was damaged during transit
• Tampered Packaging: There is evidence the package has been opened or tampered with
• Faulty Product: The medication is faulty or defective (e.g., damaged pen, broken seal)

If any of these apply, please contact us within 48 hours of receiving your order with:

• Your order number
• Clear photographs of the product and packaging
• A description of the issue

When You Can Get a Refund

Refunds are only available in the following situations:

• You cancelled your order before dispatch
• We made a dispensing error
• Your medication arrived damaged, faulty, or tampered with
• Your order was lost in transit and confirmed lost by the courier

Refund Processing

• Refunds will be processed within 5-10 working days of approval
• Refunds will be issued to your original payment method
• You will receive an email confirmation once your refund has been processed
• Please allow your bank 3-5 working days for the refund to appear in your account

What Is Not Refundable

We cannot provide refunds for:

• Prescription medications that have been dispatched (unless damaged, faulty, or incorrect)
• Change of mind after dispatch
• Side effects or lack of efficacy (please consult with our clinical team)
• Delivery charges if you were not available to receive your order and it was returned to us