PrimeLife dispenses prescription-only medicines through Wellness Pharmacy, a GPhC registered pharmacy. Due to strict UK regulations on the handling and disposal of medicinal products, we are unable to accept the return of medicines once they have been dispensed and dispatched, except in the limited circumstances set out below.
Because our services involve a clinical assessment and prescribing process, fees for consultations and assessments are treated separately from product orders. Please read this policy carefully before purchasing.
1. Returns
For safety and regulatory reasons, we cannot accept the return of any medicines — including prescription-only medicines (POMs), pharmacy medicines (P), or general sale medicines (GSL) — once they have left our control, except where:
- We have supplied the wrong item, strength, or quantity; or
- The product is damaged or defective on arrival.
If you believe we have made an error with your order, or your order has arrived damaged or defective, please contact us as soon as possible so we can review the issue and advise on next steps.
Please do not return any medicines to us unless we have specifically requested this. Returned medicines cannot be reused or resold and must be disposed of safely in accordance with UK regulations.
2. Refunds
Refunds will be issued to the original payment method. Please allow up to 14 days from the date we confirm a refund is due for it to appear in your account.
Refunds may be issued in the following circumstances:
- Your order was cancelled before it was clinically checked, dispensed, or dispatched.
- We are unable to supply the medicine due to stock availability or clinical unsuitability.
- We have supplied an incorrect, damaged, or defective product and confirm that a refund is appropriate.
Where a refund is due because of our error, we will not deduct any delivery or return costs that we have asked you to incur.
Assessment and consultation fees are non-refundable once a clinical consultation has taken place, regardless of the outcome. Where an assessment cannot proceed due to clinical inappropriateness or a safety concern identified prior to consultation, a partial refund may be considered at PrimeLife’s discretion on a case-by-case basis.
Where a staged payment model applies — such as a deposit followed by a remaining balance — the deposit is non-refundable once clinical work has commenced. The remaining balance will not be charged unless you proceed to the next stage of your assessment or treatment.
3. Cancellations
You may cancel your order for a full product refund before it has been clinically checked, dispensed, or dispatched by our pharmacy team. Once dispensing has commenced or your order has been shipped, it cannot be cancelled and medicines cannot be returned or refunded on the basis of a change of mind.
To cancel an order, please contact us as soon as possible with your order reference and details. We will confirm whether cancellation is still possible at the time of your request.
Consultation and assessment appointments may be cancelled or rescheduled subject to reasonable notice. Please contact us as early as possible if you need to cancel or rearrange a scheduled consultation.
4. Damaged or Defective Products
If you receive a damaged or defective product, please contact us immediately with details of the issue and, where possible, photographs of the damaged item and its packaging. We will review the matter and arrange a replacement or refund as appropriate.
We may ask you to retain the product and packaging for inspection purposes. Please do not dispose of any damaged or defective medicine until we have advised you to do so.
5. Contact Us
If you have any questions about this policy or wish to request a return, refund, or cancellation, please contact us. We aim to respond to all queries within one business day.
This Returns, Refunds and Cancellations Policy was last updated in May 2026 and is subject to change. Please refer to the latest version on our website.