Refund policy

Cancellations 

You have the right to cancel your order up until the point your treatment is dispatched by our pharmacist.

To cancel your order, please call us at 01795 720483 

Please note that cancellations cannot be processed once your order has been dispensed by our pharmacy team. 

Refund and Returns 

We cannot offer refunds on medication once it has been dispensed by a pharmacist and dispatched to you. This policy is due to the personalised nature of the medication, which includes the fee for a private prescription issued by one of our prescribers. Returned medications cannot be reused and must be destroyed safely.  We will charge a £5 cancellation fee if an order is cancelled or refunded due to missing ID details or clinical information necessary for prescribing after the order has been placed. Clinical details will be requested via an online consultation form, an uploaded image, and a video consultation.

The above fee covers the administrative and transaction costs incurred by our pharmacy in processing the order. The fee will be deducted from any applicable refund. By proceeding with an order or service, you acknowledge and agree to this cancellation fee. 

If you are unable to provide evidence of previous use for a higher dose, we will be unable to offer a refund. However, we will lower the dose to the appropriate level and refund the difference in payment. Please note that we maintain a strict no refund or cancellation policy on all orders. 

 We will process any reimbursement promptly, no later than 14 days from the date we notify you of our decision to cancel the order. 

Unfortunately, we cannot accept returns if you have changed your mind, as we are unable to resell returned medication for safety reasons. 

At Happy Pharmacy, we strive to ensure all products reach you in perfect condition. If your pen device (e.g. insulin pen) arrives damaged or faulty, please contact us immediately so we can assist. However, if the pen breaks during use, this is considered a product fault and must be addressed directly with the manufacturer. For pens manufactured by Eli Lilly, customers should submit a claim via their official website:

🔗 www.lilly.co.uk

Please note:

• We are unable to process replacements or refunds for pens that malfunction after delivery.
• Manufacturer claims typically require details such as the batch number and nature of the fault.

We’re happy to support you in gathering the necessary information for your claim. Just reach out to our customer care team.

Unfulfilled Orders Policy (Lack of Required Information)

To ensure patient safety and regulatory compliance, some orders require additional information from the customer before we can dispense medication. This may include medical details, ID verification, or clarifications needed by our prescribers.

If a customer places an order but fails to provide the required information, the following applies:

We will make multiple attempts to contact the customer over a 90-day period via email and/or SMS.
If 90 days pass from the date of order and the requested information has still not been supplied, we will close the order.
Closed orders after 90 days are not eligible for a refund, as the prescription service and administrative processes have already been initiated.

This policy ensures safe dispensing practices and maintains compliance with UK regulations for online pharmacies.

Further Information

You can contact our customer service team using the details below:

Tel: 01795 720483

Email: help@happypharmacy.co.uk