Refund Policy
Last updated: 05/04/2026
Refund Policy
Wolverhampton Road Pharmacy is committed to providing safe, lawful, and high-quality pharmacy services. Due to the regulated nature of medicines, prescriptions, healthcare services, and patient-specific clinical work, refunds are limited and subject to strict legal, clinical, safety, and professional requirements.
Please read this Refund Policy carefully before placing an order, completing a consultation, making a payment, or requesting any pharmacy service through our website.
Important: Medicines, prescriptions, consultations, clinical assessments, and dispensing services are not treated in the same way as ordinary retail goods. In many circumstances, refunds cannot be provided once clinical work, dispensing, supply, or dispatch has started.
1. General refund position
Refunds are not normally available for pharmacy services, prescription medicines, pharmacy medicines, consultation fees, or patient-specific services once processing, clinical review, dispensing, supply, or dispatch has started.
Refunds may only be considered in limited circumstances, such as:
- where an overpayment has been made;
- where a duplicate payment has been taken in error;
- where the incorrect quantity was paid for due to a genuine payment or order error;
- where we are unable to supply an order and no suitable alternative is agreed;
- where an order is cancelled by us before dispensing or supply;
- where a refund is required by law;
- where we confirm that a dispensing, supply, or payment error has occurred.
Any refund decision will be made by Wolverhampton Road Pharmacy in accordance with pharmacy law, patient safety requirements, professional standards, payment provider rules, and applicable consumer law.
2. Prescription medicines and pharmacy medicines
Prescription-only medicines, pharmacy medicines, and other regulated medicines cannot usually be returned or refunded once they have been dispensed, supplied, dispatched, collected, or delivered.
This is because medicines that have left the pharmacy’s control cannot normally be reused, resold, or re-dispensed, even if they appear unopened.
This policy protects:
- patient safety;
- medicine integrity;
- storage and temperature control requirements;
- protection against tampering, contamination, or misuse;
- compliance with pharmacy law, regulation, and professional standards.
Once medication has left our pharmacy premises or has been dispatched for delivery, we are generally unable to accept it back for refund, resale, reuse, or re-dispensing.
3. Consultations, clinical reviews, and service fees
Where a paid private consultation, online assessment, clinical review, pharmacist review, prescribing review, or pharmacy service fee applies, the fee is generally non-refundable once the consultation, assessment, or clinical work has started.
Submission of a consultation, questionnaire, assessment, or request does not guarantee approval, prescription, dispensing, or supply. The fee may cover professional time, clinical assessment, administration, governance, and pharmacy processing work.
If a consultation or clinical review has already been completed and the outcome is that treatment is not suitable, the consultation or service fee may still remain payable and non-refundable.
4. Orders cancelled before dispensing or supply
If you wish to cancel an order, you must contact us immediately at info@wolverhamptonroadpharmacy.com.
If dispensing, clinical processing, prescription processing, supply preparation, or dispatch has not yet started, we may be able to cancel the order and issue a refund where appropriate.
Once dispensing, clinical work, prescription processing, supply preparation, or dispatch has commenced, cancellation may not be possible and a refund may not be available.
We reserve the right to refuse cancellation where the order has already entered a stage that cannot safely, legally, or operationally be reversed.
5. Overpayments, duplicate payments, and incorrect quantity payments
Refunds may be considered where a genuine payment error has occurred. This may include an overpayment, duplicate payment, or payment for an incorrect quantity.
If you believe you have overpaid or paid for the wrong quantity, you must contact us as soon as possible and provide details of the order, payment, and issue.
We may review:
- the order record;
- the quantity requested, approved, dispensed, supplied, or dispatched;
- the payment transaction record;
- any refund or adjustment already processed;
- any relevant consultation, prescription, dispensing, or communication records.
Where we confirm that an overpayment, duplicate payment, or incorrect quantity payment has occurred, we may refund the relevant difference or correct the transaction as appropriate.
6. Incorrect item or pharmacy error
If you believe you have received the wrong item or there has been a pharmacy supply error, you must contact us as soon as possible and no later than 48 hours after delivery or collection.
Email: info@wolverhamptonroadpharmacy.com
We may request:
- photographs of the item and packaging;
- the batch number and expiry date, where visible;
- a photograph of the dispensing label, delivery label, or invoice where appropriate;
- confirmation that the item has not been opened, used, tampered with, or disposed of;
- details of the issue and when it was identified.
You must not use any medicine or product that you believe may have been supplied incorrectly. Contact us immediately for advice.
Where an error is confirmed, we will arrange an appropriate remedy, which may include correction, replacement, refund, or other action in accordance with pharmacy law, professional standards, and patient safety requirements.
7. Damaged items
If your order arrives damaged, you must notify us as soon as possible and no later than 48 hours after delivery.
We may require clear photographic evidence of:
- the damaged product;
- the outer packaging;
- the delivery label;
- visible signs of transit damage;
- any missing, broken, leaking, or compromised items.
We reserve the right to refuse a refund, replacement, or claim where:
- evidence is insufficient;
- the issue is reported outside the required timeframe;
- the damage appears to have occurred after delivery;
- the product has been opened, used, handled, stored, or disposed of in a way that compromises safety or investigation;
- tracking or delivery evidence does not support the claim.
Where a valid damage claim is approved, we will provide an appropriate remedy, which may include replacement or refund where lawful and appropriate.
8. Delivery issues, failed delivery, and non-receipt
If your order is delayed, lost, marked as delivered but not received, or subject to a failed delivery attempt, please contact us promptly.
We may:
- investigate with Royal Mail, the courier, or the relevant delivery provider;
- review tracking, proof of delivery, GPS, signature, delivery photograph, or delivery scan information where available;
- request confirmation of your delivery name, address, postcode, and contact details;
- request a signed declaration of non-receipt;
- ask you to check with household members, neighbours, reception, building management, or safe place locations where appropriate.
You are responsible for providing accurate and complete delivery details. We may decline a refund or replacement where the order was sent to the address provided by you and tracking confirms delivery, attempted delivery, refusal, non-collection, redirection, or failure caused by incorrect or incomplete delivery information.
We reserve the right to decline replacement or refund where tracking confirms successful delivery to the address provided and no delivery error is identified.
9. Non-medication products
For non-medicine items, such as approved health devices, accessories, or retail goods, returns may be considered within 14 days of receipt provided the item is eligible for return.
To be eligible for return, the item must usually be:
- unopened;
- unused;
- sealed, with all seals intact;
- in its original packaging;
- undamaged and in resaleable condition;
- not personalised, patient-specific, hygiene-sensitive, or otherwise excluded from return.
Return shipping costs are not refundable unless the item was supplied in error or is confirmed to be faulty. You must contact us before returning any item. Items returned without prior agreement may not be accepted.
10. Items that cannot be returned or refunded
The following items and services are generally non-returnable and non-refundable, unless we confirm an error or a refund is required by law:
- prescription-only medicines;
- pharmacy medicines;
- dispensed medicines;
- medicines or products prepared, labelled, or supplied specifically for a patient;
- items that have left the pharmacy’s control and cannot be verified as safe for reuse;
- opened, used, damaged, or tampered-with products;
- hygiene-sensitive or sealed health products once opened;
- consultation fees, assessment fees, clinical review fees, and service fees once work has started or been completed;
- delivery charges once dispatch has taken place, unless required by law or due to confirmed pharmacy error.
11. Refund processing
Where a refund is approved, it will normally be issued to the original payment method used at checkout.
Payments made through our website are processed through the Pixxles payment gateway integrated with WooCommerce. Refunds may be processed through Pixxles, WooCommerce, or another relevant payment processing route depending on the original transaction and system configuration.
Refund processing times may vary depending on the bank, card issuer, payment provider, and payment method. Once we process an approved refund, it may take several working days to appear in your account.
We may retain order, payment, refund, communication, delivery, and audit records for pharmacy governance, accounting, regulatory, legal, fraud prevention, dispute, and chargeback purposes.
12. Chargebacks, disputes, fraud prevention, and misuse
To protect patients, cardholders, and the pharmacy business, we maintain fraud prevention, dispute handling, and audit procedures.
We reserve the right to refuse refunds, replacements, cancellations, or further services where:
- false, incomplete, or misleading information has been provided;
- misuse, abuse, fraud, or attempted fraud is suspected;
- excessive, repeated, or unsupported refund requests suggest misuse of the service;
- evidence does not support the claim;
- tracking, delivery, payment, prescription, consultation, or communication records contradict the claim;
- a chargeback or payment dispute has been raised without first allowing us reasonable opportunity to investigate.
Where necessary, we may share relevant order, payment, delivery, consultation status, communication, and audit evidence with Pixxles, WooCommerce, card schemes, banks, fraud prevention partners, delivery providers, legal advisers, regulators, or dispute-handling bodies to investigate or respond to refunds, disputes, suspected fraud, unauthorised transactions, or chargebacks.
13. NHS services
NHS prescription charges and NHS pharmacy service payments are governed by NHS rules and applicable regulations.
Refunds of NHS prescription charges are subject to NHS requirements and may require completion of the appropriate NHS refund form or evidence of entitlement where applicable.
We may not be able to refund NHS charges directly where NHS rules require a different refund process.
14. How to request a refund review
To request a refund review, please contact us with full details of the order and reason for the request.
Please include where available:
- your full name;
- order number or reference;
- payment date and amount;
- delivery address;
- a clear explanation of the issue;
- photographic evidence where relevant;
- any delivery, tracking, payment, or communication evidence.
We will review the request and may ask for further information before making a decision.
15. Contact us
For refund queries, please contact:
Email: info@wolverhamptonroadpharmacy.com
Address: 112 Wolverhampton Rd, Stafford, ST17 4AH
