Returns & Refunds Policy

1. Prescription Medication

Under the Medicines Act 1968 and the Human Medicines Regulations 2012, dispensed prescription medicines cannot be returned to a pharmacy for resale or reuse once they have left the pharmacy's control. This is a legal requirement designed to protect patient safety.

Accordingly, MEDCANN Pharmacy cannot accept returns of dispensed cannabis-based medicinal products (CBMPs) once they have been dispatched, except in the following circumstances:

• The medication was dispensed incorrectly (wrong product, wrong strength, or wrong quantity).
• The medication arrived damaged or in an unacceptable condition.
• The medication was not delivered and has been confirmed as lost by the courier.

If any of the above applies, please contact us within 48 hours of receiving your order (or within 14 days if your order has not arrived). We will investigate and, where appropriate, arrange a replacement or refund.

2. Consultation Fees

Consultation fees are charged by the prescribing clinician, not by MEDCANN Pharmacy. Please refer to your clinician's terms and conditions regarding consultation refunds.

As a general principle, consultation fees are non-refundable once the consultation has taken place, as they cover the clinician's professional time and expertise. If you are unable to attend a scheduled consultation, please contact the clinic with at least 24 hours' notice to reschedule without charge.

3. Damaged or Incorrect Orders

If your order arrives damaged or contains incorrect items, please:

1. Take photographs of the packaging and the medication as received.
2. Contact us within 48 hours at [email protected] or call 0208 123 8883.
3. Include your order reference number and a description of the issue.

We will investigate your complaint and aim to respond within 2 business days. Where a dispensing error or damage is confirmed, we will arrange a replacement at no additional cost to you, or issue a full refund if a replacement is not possible.

4. Non-Delivered Orders

All orders are dispatched via tracked courier services. If your order has not arrived within the expected delivery timeframe, please:

1. Check your tracking information using the link provided in your dispatch email.
2. Allow an additional 2 working days beyond the expected delivery date before contacting us.
3. Contact us at [email protected] with your order reference number.

We will liaise with the courier on your behalf. If the order is confirmed as lost, we will arrange a replacement dispatch or issue a full refund.

5. Disposal of Unwanted Medication

If you have medication you no longer need or wish to use, please do not dispose of it in household waste. Return unwanted prescription medicines to any registered pharmacy for safe disposal. MEDCANN Pharmacy can accept returned medication for disposal purposes only — we cannot offer a refund for medication returned in this way.

6. Your Statutory Rights

Nothing in this Returns Policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation. If you believe you have received a product that is not of satisfactory quality or not as described, you have the right to seek a remedy regardless of the restrictions on prescription medicine returns described above.

7. How to Contact Us