Can I Cancel My Order?
Yes. Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for non-NHS prescription products within 14 working days of the day you receive it. This is your statutory cooling-off period.
To cancel, please contact NowPatient as soon as possible by emailing support@nowpatient.com with your name and order number. You can also complete the cancellation form available on the NowPatient website.
Please note this cancellation right applies to non-NHS prescription products only. This policy does not affect your statutory rights.
What Happens if I Cancel Within 14 Days?
If you notify NowPatient of your cancellation within the 14-day cooling-off period and return the item(s), you will receive a full refund of the cost of the product(s) once the returned goods have been received and assessed.
Delivery charges are refunded only if you are cancelling your entire order. If you are returning only part of an order, delivery charges are non-refundable. NowPatient is also unable to refund any postage costs you incur when sending items back.
What Happens if I Cancel After 14 Days?
If you notify NowPatient of your cancellation after the 14-day cooling-off period has passed, a refund will not be available. Instead, eligible goods returned to NowPatient may be exchanged for replacement goods only.
To be eligible for an exchange after the 14-day period, goods must be returned to NowPatient within 28 days of the date of purchase.
What Products Cannot Be Returned or Exchanged?
NowPatient reserves the right to refuse a refund or exchange in the following circumstances:
The product has been opened. Products that have been unsealed cannot be refunded or exchanged.
The product is sealed for health protection or hygiene purposes and the seal has been broken.
The product is not in a saleable condition.
The product has been damaged.
The product is a prescription treatment.
All returns are evaluated before being processed. These restrictions do not apply to faulty items, in which case your statutory rights remain fully intact.
How Do I Return a Product?
To return a product, please follow these steps:
Contact NowPatient at support@nowpatient.com or via the Contact Us page to request a returns form. The form includes a pre-paid postage label sent to you in PDF format.
Print the returns form, cut out the address and postage section, and attach it securely to your parcel.
Take the parcel to your Post Office and obtain a free proof of posting. Keep this until your return is confirmed.
If you return items without the NowPatient pre-paid returns form, you will be responsible for all postage costs and NowPatient cannot be held responsible for items that do not arrive. You remain responsible for returned products until they reach NowPatient.
Where Should I Send My Return?
All returns should be sent to:
NowPatient,
c/o Infohealth Pharmacy,
28 Chipstead Valley Road,
Coulsdon, Surrey,
CR5 2RA
United Kingdom
Always obtain a free proof of posting from your Post Office when returning any item, and keep it until your refund or exchange has been confirmed.
When Will I Receive My Refund?
Refunds are processed once NowPatient has received and evaluated your returned goods. All returns are assessed before a refund is issued, to confirm the products are in a saleable condition, unopened, and undamaged.
If your return meets the eligibility criteria, the refund will be applied to your original payment method. If you have questions about the status of your return, contact support@nowpatient.com.
Do These Rules Apply to NHS Prescription Products?
No. The cancellation and returns policy at nowpatient.com/cancellation-returns applies to non-NHS prescription products only.
Once an NHS prescription has been dispensed, it generally cannot be returned or refunded under NHS regulations. If you have a concern about an NHS prescription order, please contact NowPatient at support@nowpatient.com or by calling 020 388 51 500 (UK), and a member of the team will advise you on the appropriate next steps.