Returns and Cancellations Policy

At Dr Weightmans we aim to offer a service that is professional, safe and efficient. We know there are times when you may need to cancel an order or send something back. This policy explains how returns, cancellations and refunds work, and what to do if your order arrives damaged or incorrect.

This policy does not affect your statutory rights.

Refunds are issued to your original payment method within 5 business days of us receiving and inspecting your return.

There are no restocking fees.

Pharmacy Shop items (non-medicinal)

You have the right to cancel within 14 days of delivery under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You then have a further 14 days to return the goods to us. We also offer a longer voluntary window of 30 days – see section 4.

Prescription medicines

You can cancel at any time before our clinical team has assessed your order. Once a prescriber has assessed and approved your order, the medicine is prepared and labelled specifically for you. Once it has been dispatched it can no longer be cancelled or returned. This reflects the exemption in the Consumer Contracts Regulations 2013 for goods made to a consumer’s specification or clearly personalised, and for sealed goods that are not suitable for return for health-protection reasons.

If you contact us after approval but before dispatch, please do so as soon as possible – we cannot guarantee we can stop the order, but we will try.

Orders requiring photo or video verification

You can cancel free of charge at any time before our clinical team begins reviewing your images. If you do not pass ID verification for orders requiring such, (e.g. prescription orders) or if your order is not approved by us, you will be issued with a full refund. Orders requiring ID verification will only be processed once all the requested information has been provided.

How to cancel

Email [email protected] with your order number, or write to the address in section 9. You may use the model cancellation form set out in the Regulations, but you do not have to.

For reasons of patient safety and medicines regulation, the following cannot be returned once they have left our pharmacy, unless they are faulty or were sent in error:

•    Prescription-only medicines

•    Pharmacy (P) and over-the-counter medicines

•    GSL medication

•    Test kits that have been opened, used or damaged

•    Any item with a broken seal, where the seal protects health or hygiene

•    Perishable items

Medicines that have left our premises cannot be returned to stock or supplied to another patient, because we cannot verify how they have been stored. This is a requirement of pharmacy practice, not a commercial preference.

If a medicine is faulty, damaged or was sent in error, section 6 applies and you will not be out of pocket.

You may return any unopened Pharmacy Shop item within 30 days of delivery for a full refund of the product price.

Returned items must be:

•    Unopened, with all seals and shrink-wrap intact

•    In their original packaging and in resaleable condition

•    Accompanied by the original delivery note, or your order number written clearly inside the parcel

How to return an item

1.   Email [email protected] with your order number and which items you are returning. This lets us match your parcel to your order and refund you quickly.

2.   Pack the items securely. Returned items remain your responsibility until they reach us.

3.   Send to: Returns Department, Dr Weightmans, 49 Fishmoor Drive, Blackburn, BB2 3UY.

4.   Keep your proof of postage. We recommend Royal Mail Tracked 48.

You pay the cost of return postage unless the item is faulty, damaged or was sent in error, in which case we cover it.

We do not require prior authorisation for Pharmacy Shop returns that meet the conditions above. Telling us in advance simply speeds up your refund.

Refunds are issued to your original payment method within 5 business days of us receiving and inspecting your return. Your bank or card issuer may take a further 3 to 5 working days to show the money in your account.

Where you cancel a whole order under your statutory 14-day right, we will also refund the standard delivery charge you originally paid. Where you return only part of an order, or return under our voluntary 30-day window, the delivery charge is not refunded.

We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.

If your order arrives damaged, faulty or incorrect, contact us within 3 days of delivery with:

•    Your order number

•    Photographs of the item and its outer packaging

Please keep all packaging until we have advised you what to do next.

We will arrange a replacement, a full refund, or a return at our cost — and we will tell you which within 2 business days of your report. Depending on the item, we may ask you to return it using a pre-paid label we provide, or to dispose of it safely rather than returning it.

You will never pay return postage on a faulty, damaged or incorrectly supplied item.

Nothing in this section affects your rights under the Consumer Rights Act 2015.

If your parcel does not arrive, please see our Delivery Information page for the timescales at which we can raise a claim with Royal Mail.

If an order is returned to us undelivered — for example after a failed collection from a Royal Mail Delivery Office, or because of an incorrect address given at checkout — we will contact you. You can choose either:

•    Re-delivery

•    A refund of the product price

Where the failed delivery was our error or the carrier’s, re-delivery is free and any refund includes delivery.

Medicines that are unwanted, out of date or part-used should never be put in household waste or flushed away. Please return them to any community pharmacy, which will dispose of them safely and free of charge.

We cannot accept returned medicines for disposal by post.

Email: [email protected]

Telephone: 0333 207 0456

Contact form: drweightmans.com/contact

Returns address:

Returns Department, Dr Weightmans, 49 Fishmoor Drive, Blackburn, BB2 3UY

If something has gone wrong, please tell us — we would rather fix it. If you are unhappy with how we have handled a return, our Complaints Policy explains how to escalate.

Fishmoor Healthcare Ltd, trading as Dr Weightmans. Company Registration No. 13368234. VAT No. GB409334308.

Fishmoor Pharmacy, GPhC registration 1092500. Superintendent Pharmacist: Mohsin Patel (GPhC 2052408).

Last updated: 1/8/2026