Last updated: 20 July 2026. This policy explains how and when you can cancel an order and when a refund may be available. It reflects the special rules that apply to prescription-only medicines supplied by a registered pharmacy. Nothing in this policy affects your statutory rights.
1. Cancelling before dispatch
You can cancel your order at any time before your treatment has been dispensed and dispatched, and you will receive a full refund. If a prescriber decides that treatment is not suitable for you, your order will be cancelled automatically and any payment taken will be refunded in full.
2. Medicines cannot be returned once dispatched
For reasons of patient safety and to comply with the Human Medicines Regulations and GPhC standards, prescription-only medicines cannot be returned, reused or resold once they have left our pharmacy — even if the packaging is unopened. This means that, once your medicine has been dispatched, we are unable to offer a refund simply because you have changed your mind. This does not affect your rights where an item is faulty, damaged or supplied incorrectly.
3. Faulty, damaged or incorrect items
If your medicine arrives damaged, faulty, or is not what you ordered, please contact us within a reasonable time and, where possible, keep the product and packaging. Our clinical team will review the issue and, where appropriate, arrange a replacement or a refund. Please do not use a product you believe is faulty or damaged.
4. Refunds for cancelled or undelivered orders
Where a refund is due — for example where you cancel before dispatch, where treatment is not approved, or where an order is confirmed as lost in transit — we will refund the amount paid using the original payment method. Refunds are usually processed within 5 to 10 working days, although the time for the funds to appear may depend on your bank or card provider.
5. Consultations and clinical services
Where a fee relates to a clinical assessment or consultation that has already been carried out, that element may be non-refundable, as the service has been provided. This will be made clear to you before you pay.
6. How to request a cancellation or refund
To cancel an order or request a refund, please contact our patient support team as soon as possible by email at hello@slinic.co.uk or by telephone on 01282 943486. Please include your order details so we can help you quickly.
7. Your statutory rights
As a consumer you have legal rights under the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts Regulations 2013. The right to cancel under distance selling rules does not apply to medicines that are supplied sealed for health or hygiene reasons once they have been unsealed after delivery, nor to goods made or personalised for you. This policy does not limit any rights you have that cannot be excluded by law.
8. Contact us
If you have any questions about this policy, or you are unhappy with any aspect of your order, please contact us at hello@slinic.co.uk or on 01282 943486 and our UK pharmacy team will be happy to help.
This page provides general information only and does not constitute legal or medical advice.