What is the Returns, Loss & Replacement Policy?
Due to the nature of medication, returns and replacements are subject to strict safety and regulatory requirements. The outcome for your order will depend on whether it is returned, undelivered, or lost in transit.
UK Lost parcels
If your order has not arrived within the expected delivery timeframe, you should report it as soon as possible so that an investigation can be started.
Reporting timeframe
You have up to 7 working days from the expected delivery date to notify us that your parcel may be lost.
Investigation process
Once reported, we will begin an investigation with the courier. This typically starts within 7 working days from the expected delivery date.
Resolution timeframe
Investigations can take up to 3 months to reach a final outcome, although many cases are resolved sooner depending on the circumstances.
Medication returns policy
Medication cannot be returned
For safety and regulatory reasons, we are unable to accept returns of any medication once it has been dispatched.
Returned medication cannot be reused
If medication is returned to us, it cannot be reissued and will be safely disposed of.
No refunds or replacements
Returned medication is not eligible for a refund or replacement.
Returns due to failed delivery
If a delivery cannot be completed, the parcel may be returned to us by the courier. If your order is marked as “return to sender,” it may take up to 30 days to reach our pharmacy.
Holding period
Once received, we can hold your order for up to 30 days, provided the medication remains safe and suitable for use.
After this period, or if the medication can no longer be safely used, it will be disposed of and will not be eligible for a refund or replacement.
What you can do if your order is returned
Within the 30-day holding period, you may:
Request re-delivery
Your order can be re-shipped if you cover the additional delivery cost.
Arrange collection
You can collect your order in person from our pharmacy at:
📍 Rightangled Pharmacy
32 Galena Road, London, W6 0LT
When medication cannot be reissued
Medication will not be reissued if:
- The holding period has expired
- The medication is no longer safe for use
- Storage or handling conditions cannot be guaranteed
In these cases, the medication will be disposed of and will not be eligible for a refund or replacement.
Safe place deliveries
If you choose to have your parcel delivered to a designated “safe place,” this is done at your own discretion❗
Once a parcel has been delivered to the selected safe place, it is considered successfully delivered. We are unable to take responsibility for any loss or theft that may occur after delivery.
We recommend selecting a secure and attended delivery location where possible.
Eligibility for replacement or refund
Replacements or refunds are only considered if a courier investigation confirms that the parcel has been lost in transit.
If the investigation confirms that the order was successfully delivered, a replacement or refund will not be issued.
Important guidance
Please monitor your tracking information closely and report any delivery issues within the specified timeframes to allow for investigation.
Need help?
If you need assistance with a returned, lost, or delayed order, please contact support and we will help resolve the issue.
info@rightangled.com