Cloud PharmacyUK ONLINE PHARMACYCloud Pharmacy

Returns & refunds

We want you to be confident with every order. This page explains what can and cannot be returned, how to flag a problem with an order, and how refunds are processed.

Medicines cannot be returned

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, prescription and pharmacy medicines are exempt from the standard 14-day right to cancel once they have been dispatched from our pharmacy. This rule protects every patient, because once a medicine leaves the pharmacy chain we cannot verify its storage conditions or safely resupply it.

This applies whether the medicine has been opened or not. The only exceptions are the situations listed below.

When we will refund or replace

  • The item is faulty, damaged or has arrived past its expiry date.
  • We have dispatched the wrong item or strength.
  • Your order is incomplete.
  • You cancel a prescription request before the medicine has been dispatched.

Please contact us within 7 days of receiving the parcel so we can investigate and arrange a replacement or refund.

How to raise an issue

  1. Email care@cloudpharmacy.co.uk with your order number and a short description of the problem.
  2. Where it's safe to do so, attach a photo of the item, the outer packaging and any batch / expiry labels.
  3. Our pharmacy team will review your case, usually within one working day, and reply with the next steps.
  4. If we ask you to return an item to us, we will provide a pre-paid label — please do not post anything back without instructions.

Refund timing

Approved refunds are issued to your original payment method within 5 – 7 working days.

Return postage

If a return is needed and the issue is on us, we cover the postage with a pre-paid label.

Need help?

Reach the customer care team via Contact us.

Your statutory rights

Nothing on this page limits the rights you have under UK consumer law, including the Consumer Rights Act 2015. If you're not satisfied with how we've handled your case, you can contact the General Pharmaceutical Council or escalate through an alternative dispute resolution provider.