At Dr Weightmans we aim to offer a service that is professional, safe, and efficient. We understand that there are times when you may need to cancel an order or send something back. This policy tells you how returns and cancellations are handled and what to do if your order is damaged, incorrect, or no longer needed.

1. Cancellations

Prescription Medicines

You can cancel your order for a prescription drug treatment as long as our clinical team hasn’t already approved it. You can’t cancel your order once it has been assessed and approved by a prescriber.

Non-medical items

Orders for non-medical goods, such as devices can be cancelled up to 14 days after delivery as long as the goods are still sealed, unused, and in good enough condition to be sold again.

Orders with video/photo verification

If your order requires you to send us a video or photo of yourself you can cancel your order as long as our medical team hasn’t started looking at the images yet. If the processing has already begun, you may get a partial refund for the work that has already been done.

Appointments over the phone

You can cancel or re-schedule phone consultations at any time before the time they are scheduled to start. Please get in touch with us as soon as you can so that we can re-assign the appointment to somebody else.

2. Returns

Because of the way our services work and the rules that govern medicines and health goods, returns are handled on an individual basis. Our Customer Care Team must first give authorisation for returns to be processed.

Items not eligible for return

The following items cannot be returned unless they are faulty or sent in error:

• Medicinal products, whether prescribed or over-the-counter medication
• Test kits that have been used, opened, or damaged
• Hygiene related and perishable items

Authorised Items Returns

If your return is approved, we will send you instructions and, where applicable, a pre-paid tracked returns label. Returned items must:

• Be returned within 30 days of delivery
• Be undamaged in their original and unopened packaging
• Include the original delivery note that has been filled out in the returns area.

Refunds will be processed via the original method of payment within 3-5 days of receiving and inspecting the returned goods. However it may take up to 30 days before you receive the refund. You will have to pay for the return shipping unless the item was faulty, incorrect or was sent in error.

3. Orders that are faulty or incorrect

If the thing you receive is faulty, incorrect, or damaged:

• Please get in touch with us right away with your order number and a picture of the item and its packaging.
• Keep all the packaging until we advise you what to do next.
• Based on each individual case, we may give you a refund, replace the item, or arrange a return.

If you have received damaged goods, we may ask you to safely dispose of them or send them back, based on the type of goods and the situation.

4. Unsuccessful delivery attempts

If an order is returned to us after a failed delivery attempt and no new delivery is scheduled, we may give you a refund minus the cost of shipping.

5. Disposal of medicines

Medication that has been used or is no longer needed should never be thrown away in household waste. Please take these items to a local pharmacy so they can be disposed of safely.

6. Additional notes

Returns will not be approved without prior authorisation.

Products must be returned as per policy 2 as otherwise they will not be accepted. They can be sent back, but at your expense.

Returned items are the customer’s responsibility until we receive them. Please make sure the items are securely and adequately packaged and keep the proof of posting. We recommend you use royal mail 48 hour tracked service. 

Get in Touch

Please contact our customer support team if you wish to cancel or return an order. If you have any questions about this policy: Email: [email protected]

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

We are here to help, and we will do everything we can to solve any problems quickly and fairly.

This policy does not affect your statutory rights.