Returns and refunds
Cancelling your order
Orders can be cancelled in your 'My Account' area up until the point at which doctors issue the prescription. Go to your 'My Account' area, click on the order and then click cancel. Please note: doctors sometimes issue prescriptions within minutes or hours of an order being placed.
If a doctor has already approved your prescription, please contact Dr Fox administration via the messaging system in your 'My Account' area, or by email email@example.com (please include your name or the order ID number to help us to identify the order you wish to cancel).
Orders declined by doctors
If doctors decline prescriptions, notification emails are sent. If payment has already come out of your bank account, it will be refunded. Refunds take up to 5 days to show in bank accounts. If payment has not already come out of your bank account it will be cancelled. Debits and refunds show as 'INDEXMED' on your bank statement.
An explanation will be posted to your 'My Account' area where messages can be exchanged with doctors. It is unusual for doctors to decline prescriptions once orders have been made. Consultations are structured to provide all the necessary information to allow prescriptions to be issued.
Unwanted items can be returned within 14 working days of receipt for a full refund. You can exercise your right to cancel in writing or in another durable medium to our contact details. Items should be unopened, in their original packaging, with seals unbroken, and returned to the dispensing pharmacy. The dispensing pharmacy details will be in the 'The pharmacy has dispensed your order' email you will have received. Please inform Dr Fox administration by email at the time an item is returned: firstname.lastname@example.org.
We recommend unwanted items are returned by registered post. Customers are required to pay the cost of return postage for unwanted items.
Damaged or faulty goods
Damaged or faulty goods can be returned for a full refund including postage costs. Please inform Dr Fox administration by email at email@example.com at the time faulty goods are returned including the nature of the fault, order number and your postage costs.
Please ensure returned items are packaged safely to avoid further damage and include all the original packaging. We recommend returned items are sent registered post. Please return to the dispensing pharmacy. The dispensing pharmacy details will be in the 'The pharmacy has dispensed your order' email you will have received. Full refunds are given or a repost of the same medication offered, whichever is your preferred option.