Why Medication Returns Are Restricted
Once a dispensed medicine leaves our control, we cannot verify how it was stored or handled. For patient safety — and because the law requires it — returned medication cannot be re-dispensed or resold. We therefore cannot accept returns of dispensed medication for change of mind.
When We Will Replace Or Refund
We’ll make it right, at no cost to you, if:
- the item arrived damaged or with compromised packaging;
- you received the wrong item, strength, or quantity;
- the item was defective or past its expiry on arrival;
- the order never arrived and the carrier investigation confirms loss;
- we cancelled your order after payment (for example, prescription could not be verified or stock ran out).
Cancelling Before Dispatch
You can cancel any time before dispatch for a full refund. Email sales@betterworldstore.uk with your order number. Once a parcel has shipped, it can no longer be cancelled.
How To Report A Problem
- Contact sales@betterworldstore.uk within 14 days of delivery.
- Include your order number, what’s wrong, and clear photos of the item, the label, and the outer packaging.
- We’ll respond within 14 business days with a resolution — replacement, refund, or, where we ask for the item back, prepaid return instructions.
Do not send anything back before we ask. Unauthorised returns cannot be processed or refunded.
Safe Disposal
Never flush or bin unwanted medication. Return it to a local pharmacy or an approved medicines take-back point for safe disposal. We can point you to options in the United Kingdom — just ask.
Refunds
- Refunds go back to the original payment method.
- Processing takes 14 business days on our side; your bank or provider may take 30 additional days to show it.
- Where a refund to the original method isn’t possible (some manual payment methods), we’ll arrange [bank transfer / store credit] with you.
- Shipping is refunded when the fault was ours; otherwise original shipping is [refundable / non-refundable].
- Partial orders are refunded pro rata for the affected items.
Non-Refundable Situations
- Change of mind on dispensed medication.
- Incorrect delivery address supplied by you, where the parcel is lost as a result.
- Parcels marked delivered but not collected from a safe place or depot.
- Products damaged after delivery through misuse or improper storage.
- Customs seizures on international orders.
Prescription Rejected After Payment
If we can’t verify or clinically approve your prescription, we cancel the order and refund you in full. We may charge [nothing / a stated review fee] — state your policy here.
Chargebacks
Please contact us before raising a chargeback; we can usually resolve things faster. We reserve the right to dispute chargebacks with delivery and dispensing evidence.
Your Legal Rights
This policy sits alongside your statutory consumer rights, which it does not limit. Note that in England and Wales, medicines are commonly exempt from general cooling-off/change-of-mind return rights for health and safety reasons.
Contact
sales@betterworldstore.uk · no phone line — email or live chat · live chat Monday–Friday, 9:00–17:00 UK time