What is Rightangled’s refund and returns policy, and when am I eligible for a refund or cancellation?
Understand when you can cancel, return, or receive a refund and what conditions apply
This policy outlines when you may cancel an order, when refunds may be available, and when returns are not possible due to safety and regulatory requirements. It is designed to ensure transparency while protecting patient safety and compliance.
What this policy covers
This policy applies to:
- Prescription medication orders
- Subscription renewals
- At-home testing kits
- Other products purchased through Rightangled
Nothing in this policy affects your statutory rights.
Prescription treatment requests
When you place an order for prescription treatment, you are requesting:
- A clinical assessment
- The supply of treatment, where clinically appropriate
Please note:
- Specific medications, doses, or quantities are not guaranteed
- All prescriptions are subject to clinical review, suitability, and availability
Cancelling your order
Before clinical review begins
If you cancel your order before a clinician starts reviewing your case:
- You will receive a full refund
After clinical review has started
If clinical review has already begun:
- A 10£ amount will be retained for the clinical service provided Consultation Fees.
- This applies only where clearly disclosed and legally permitted
- We never charge cancellation fees as a penalty
If we cannot fulfil your order
If we are unable to complete your order due to:
- Stock availability issues
- Operational or system errors
- Pricing or listing mistakes
- Pharmacy or fulfilment issues
We will offer an appropriate solution, which may include:
- Full refund
- Partial refund
- Replacement or amended order
👉 No cancellation or admin fees will be applied where the issue is on our side.
Clinical suitability and treatment changes
If your requested treatment or dose is not clinically appropriate, we may:
- Offer a suitable alternative
- Adjust the dose and refund any price difference
- Cancel the medication portion and issue any applicable refund
All decisions are made based on clinical safety and professional judgment.
After clinical approval
Once your prescription has been approved:
- Your order may move immediately into pharmacy processing
- Cancellation may no longer be possible at this stage
After dispensing or dispatch
Once medication has been:
- Dispensed, or
- Dispatched
👉 We cannot accept returns or offer refunds for change of mind
This is due to strict safety regulations—medication cannot be reused or resold once it enters the patient supply chain.
Incorrect or faulty orders
If you receive:
- The wrong medication
- The wrong strength
- A fulfilment or packing error
Please contact us as soon as possible.
We will investigate and provide an appropriate resolution, which may include:
- Replacement
- Redelivery
- Partial or full refund
Returned parcels
If your parcel is returned to us by the courier:
- We will review the reason for return
- We may reship, amend, or refund the order
Please note: returned prescription medication cannot be re-dispensed once it has left the pharmacy.
Subscription orders
You can manage your subscription at any time:
- Cancel or pause future renewals through your account
- Or contact Customer Care at least 3 working days before your next billing date
Important:
- Cancelling a subscription affects future orders only
- It does not cancel orders already in:
- Clinical review
- Approval
- Processing
- Dispatch
Duplicate or unintended orders
If you believe an order was:
- Created by mistake
- Duplicated
- Processed unexpectedly
Contact us immediately.
We will review:
- The stage of the order
- Whether it can be stopped
- Any system-related issues
Where the issue is on our side, we will take appropriate corrective action.
At-home testing kits and non-prescription products
You may return eligible items within 14 days if they are:
- Unopened
- Unused
- Unregistered
- In resaleable condition
We cannot accept returns if items have been opened, used, or activated—unless faulty or not as described.
Faulty or incorrect items
If an item is:
- Faulty
- Damaged
- Not as described
Please contact us as soon as possible.
We will provide an appropriate remedy in line with legal requirements, including:
- Replacement
- Repair
- Refund
- Price adjustment
Delivery charges
Where a refund is applicable:
- Delivery charges will be handled in line with legal requirements
- This depends on the reason for the refund and order circumstances
How to request a refund or cancellation
To request a cancellation, return, or refund, please contact:
Include:
- Your order number
- Full name
- Reason for the request
- Supporting details or photos (if applicable)
Refund processing times
- Refunds are processed without undue delay
- Funds are returned to the original payment method
- Timelines may vary depending on your bank or provider
Summary
Rightangled’s refund policy ensures fairness while prioritising patient safety and regulatory compliance. Refunds are available in specific circumstances, particularly before clinical review or where issues arise on our side. Once medication has been dispensed or dispatched, refunds are generally not possible due to safety regulations.
Please click here to find more information regarding our refund/returns policy