Refund & Cancellation Policy

Last updated: 01/01/2026

This Refund and Cancellation Policy applies to all services and products purchased through our online consultation and pharmacy platform.

1. Prescription-Only Medicines

All weight loss medications and other prescription-only medicines supplied through our platform are dispensed following:

• Completion of a medical assessment

• Approval by a pharmacist or prescriber

• A valid electronic prescription

Due to UK medicines regulations and patient safety requirements:

Prescription medicines cannot be returned once dispensed.

This is in accordance with pharmacy regulations, which prohibit the resale or reuse of dispensed medicines once they have left the pharmacy premises.

We are therefore unable to offer refunds for:

• Opened medications

• Unopened prescription medicines

• Medicines ordered following an approved consultation

Unless:

• The item is faulty

• The item is damaged in transit

• We have supplied the incorrect medication

In such cases, you must notify us within 48 hours of receipt.

2. Consultation Fees

Online Consultation (Video or In-Store Booking)

Consultation fees are refundable only in the following circumstances:

• We are unable to provide the service for operational reasons

Consultation fees are non-refundable if:

• You fail to attend a booked appointment

• You cancel within 24 hours of your scheduled consultation

• You withdraw after a prescription has been issued

If you need to reschedule, please contact us at least 24 hours in advance.

3. Cancellation of Orders

Orders may be cancelled only before medication has been dispensed.

Once the medication has been prepared and dispensed, the order cannot be cancelled due to regulatory restrictions.

To request cancellation, contact us immediately at:
admin@mipharmacy.co.uk
01733 578277 / 01733 310751

We will confirm whether your order is still eligible for cancellation.

4. Cooling-Off Period

Under the Consumer Contracts Regulations 2013, consumers typically have a 14-day cooling-off period.

However, this right does not apply to:

• Prescription medicines

• Goods which are liable to deteriorate or expire rapidly

• Sealed health protection or hygiene products once unsealed

Therefore, the statutory cooling-off period does not apply once medication has been dispensed.

5. Faulty, Damaged or Incorrect Items

If you receive:

• Damaged goods

• Incorrect medication

• Faulty items

You must notify us within 48 hours of delivery.

Where verified, we will offer:

• Replacement

• Refund

• Appropriate corrective action

Photographic evidence may be required.

6. Delivery Issues

We are not responsible for:

• Delays caused by courier services

• Incorrect addresses provided by the patient

• Failed delivery attempts

However, we will assist in resolving delivery disputes wherever possible.

7. Refund Processing

Where a refund is approved:

• Refunds will be issued to the original payment method

• Processing may take 3–10 working days depending on your payment provider

• Elavon payment processing fees may not be refundable

8. Clinical Governance & Safety

All prescribing decisions are made in accordance with:

• UK pharmacy regulations

• Professional clinical standards

• Patient safety protocols

We reserve the right to decline supply where clinically appropriate.

9. Contact Us

For any refund or cancellation queries, please contact:

Mi Pharmacy – Werrington:-
9-10 Staniland Way, Werrington Centre, Peterborough, PE4 6NA
admin@mipharmacy.co.uk
01733 578277

Mi Pharmacy – Eastfield Road:-
127 Eastfield Road, Peterborough, PE1 2AU
admin@mipharmacy.co.uk
01733 310751