Returns

How to return an item

  1. Submit your return request within 14 days of receiving your order. Our customer support team will approve your return within 1 working day via email.
  2. Once your return has been approved, pack it up. Make sure to include the order number - this can be found in your confirmation email.
  3. Post your return within 30 days of receipt to:
    Medino Online Ltd
    Unit 5 Union Park
    Ouzel Industrial Estate
    Grovebury Road
    LU7 4UX
    Leighton Buzzard

We aim to process your refund within 3-5 working days of receiving your item, however, it can take up to 30 days to receive the refund via the original payment method.

Unfortunately, we're unable to cover the costs of returning your items. We are unable to accept any responsibility for items that are lost or damaged in the post. Please note that we do not offer an exchange service by post.

What can't be returned

Because we operate as a pharmacy and must operate according to strict health and safety regulations, there are exceptions to our returns policy for certain items. Please note this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights:

  • Perishable items (food, confectionery, baby milk)
  • Medicinal products or services that are dispensed or purchased
  • Cosmetics (nail polish, makeup, hair dye, perfume)
  • Products that have been damaged, opened and/or that are without an intact seal from the manufacturer
  • Any medicinal products or services that are either dispensed on prescription or are available free under an NHS arrangement.
  • Expired items

In accordance with the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013, we will refund you the full amount paid for the goods. If you paid for an enhanced delivery service (e.g 24hours delivery, guaranteed next day) this will not be refunded, as the basic cost of delivery is already included in the price.

Items returned that breach our return policy, items returned that cannot be linked to an order (either through postcode, order ID or contact details provided on return) and/or items returned that have not been approved by our customer support team, will not qualify for a refund and will be disposed of.