Eligibility for a refund  

In certain circumstances, you may be eligible for a refund.    

If you cancel your order with us before we have dispensed your medicines, you will be entitled to a refund in line with your rights. Please read our Terms and Conditions.  

When can I claim a refund?  

If the prescription from your GP is correct and we have dispensed it incorrectly, you will be entitled to a refund of the delivery charges and free re-delivery of your prescription(s). 

If the prescription from your GP is correct and your medicines are damaged in transit by us or by our delivery partners, then you will be entitled to a refund of delivery charges.  You won't be entitled to a refund of your prescription charges, but we will dispense replacement medicine(s) and deliver them to you at no additional charge.   

In any other circumstances, whether we offer you a refund of your delivery charges or your prescription charges will be at our discretion.   

There are certain circumstances in which you will not be eligible for a refund.  These include where your prescription from your GP is incorrect, but we have filled it in accordance with its terms. 

In these circumstances, you should speak to your GP to ensure that your prescriptions are correct.   

How can I claim a refund?  

If you think you may be eligible for a refund, please get in touch with us at [email protected]

Damaged/incorrect medication may be asked to be returned to Phlo.

Pictures and proof of damage/incorrect medication will need to be sent to Phlo.