UK Parcel Delivery, Lost in Transit & Returns Policy 🚚

Please review our policy guidelines below regarding lost parcels, failed deliveries, cold-chain holds, and safe place delivery policies for all UK orders.

1. Lost in Transit & Non-Delivery Reports

If your package has not arrived within the expected delivery timeframe, please report it to our Customer Support team as soon as possible so an official courier trace can be launched.

• Reporting Timeframe: You must notify us within 7 working days of the expected delivery date if your parcel has not arrived.

• Courier Investigation Process: Once reported, we initiate a formal trace with the carrier (e.g. Royal Mail). Investigation processing begins within 7 working days of notification.

• Resolution Window: Courier investigations can take up to 2 months to reach a final binding outcome, though most cases are resolved much faster.

• Refund / Replacement Eligibility: A free replacement or full refund will only be issued if the official courier investigation concludes that the parcel was permanently lost in transit. If carrier telemetry, GPS data, or signatures confirm successful delivery, no refund or replacement can be granted until the final investigation outcome deems it lost.

2. Failed Deliveries & "Return to Sender" Medication Policy

Under strict General Pharmaceutical Council (GPhC) regulations and UK healthcare law, prescription medications are subject to rigid safety protocols:

• Medication Cannot Be Returned or Refunded: Once a prescription item leaves our temperature-controlled facility, it cannot be returned for a refund or re-issued to another patient.

• Carrier Return Timeframes: If a package cannot be delivered (e.g., due to an incorrect address or repeated missed attempts), the courier will route it back to our pharmacy. This "Return to Sender" process can take up to 30 days.

• Pharmacy Holding Window (30 Days): Once received back at our facility, we can hold your parcel for up to 30 days, provided the medication remains within its safe temperature-stability window.

Your Options During the 30-Day Holding Window:

1. Re-Dispatch: We can re-ship the parcel to your updated address once the re-delivery shipping fee is covered.

2. In-Person Pharmacy Collection: You may collect your parcel directly from our registered pharmacy premises:

   📍 Rightangled Pharmacy: 32 Galena Road, London, W6 0LT

Disposal & Non-Eligibility:

Medication will be safely destroyed as clinical waste and will not be eligible for a refund or re-issue if:

• The 30-day pharmacy holding period expires.

• Cold-chain temperature or product safety limits have elapsed during transit/holding.

3. Safe Place & Delivery Redirection Notice ⚠️

Selecting a "Safe Place" or instructing a courier to leave a parcel unattended is done entirely at your own risk.

• Delivered Status: Once carrier GPS and tracking confirm the package was left in your requested Safe Place, left with a neighbour, or placed in a parcel locker, the order is legally deemed successfully delivered.

• Liability: Rightangled accepts no liability or financial responsibility for theft, weather damage, or loss occurring after a parcel has been delivered to a designated safe place. We strongly advise choosing an attended delivery address where someone is available to sign for temperature-sensitive medication.

Need Assistance with Your Delivery?

Our Customer Support team is here to assist with any tracking, delivery, or return queries. Please have your Order Number ready when reaching out:

✉️ Email Support: info@rightangled.com