Refund and Returns Policy
Returns & Refunds Policy
Effective Date: 1 January 2026
Review Frequency: Every three (3) months
Next Review Date: 1 April 2026
Version: 1.0
Returns & Refunds Policy
At Bymyselfmeds, we are committed to providing safe, compassionate, and high-quality healthcare services. We understand that circumstances may change, and we aim to operate a fair, transparent, and legally compliant refunds process while recognising the professional and regulatory requirements that apply to healthcare services and prescription medicines.
This Returns & Refunds Policy explains when refunds may be available, when they cannot be provided, and how refund requests are assessed.
By booking a consultation or purchasing services from Bymyselfmeds, you acknowledge that you have read and accepted this policy.
Healthcare Services
Unlike standard retail purchases, many of the services provided by Bymyselfmeds involve professional clinical assessments and personalised medical care.
Once a consultation has commenced, a clinician has reviewed your medical information, or clinical advice has been provided, the service is considered to have been delivered.
For this reason, refunds cannot normally be provided simply because treatment was not prescribed or because the clinical outcome differed from your expectations.
Our healthcare professionals always make prescribing and treatment decisions independently and solely in the interests of patient safety.
Consultation Fees
Consultation fees cover the professional time, expertise, and clinical assessment provided by our healthcare professionals.
A consultation fee is generally non-refundable once:
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Your consultation has begun.
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Your medical questionnaire has been clinically assessed.
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A prescribing decision has been made.
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Clinical advice has been provided.
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A treatment recommendation has been issued.
The outcome of a consultation does not affect the fee charged.
Payment does not guarantee that medication, prescriptions, referrals, certificates, or treatment will be provided.
Prescription Medications
Prescription medicines supplied through Bymyselfmeds are dispensed specifically for the individual patient following a clinical assessment.
For reasons of patient safety, quality assurance, and pharmaceutical regulation, prescription medicines cannot be returned for resale or reuse once they have been dispensed or dispatched.
Accordingly, Bymyselfmeds cannot accept returns of:
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Prescription medications.
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Opened medication packages.
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Temperature-sensitive medicines.
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Medicines that have left the pharmacy supply chain.
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Products supplied specifically for an individual patient.
This policy helps protect patient safety and complies with applicable pharmacy standards.
When Refunds May Be Available
Refund requests will always be considered fairly and individually.
A full or partial refund may be approved where:
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A payment has been taken in error.
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Duplicate payments have been processed.
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A technical error results in an incorrect charge.
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We are unable to provide the booked service due to circumstances within our control.
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A consultation is cancelled by Bymyselfmeds before it takes place.
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A refund is required under applicable consumer legislation.
Where a refund is approved, reimbursement will normally be made using the original payment method.
When Refunds Cannot Normally Be Provided
Refunds will generally not be available where:
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A clinical consultation has already taken place.
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A healthcare professional has reviewed your case.
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Clinical advice has been provided.
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A prescription has been issued.
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Medication has been dispensed.
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Medication has been dispatched.
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The patient decides not to take prescribed medication.
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The patient changes their mind after receiving clinical services.
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Treatment is declined because the clinician determines it is not clinically appropriate.
Clinical decisions are based entirely on medical judgement and patient safety and do not constitute a failure to provide the consultation service.
Consumer Cancellation Rights
Under the Consumer Contracts Regulations 2013, consumers may have a statutory right to cancel certain purchases made online.
However, healthcare services are treated differently where:
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The patient has expressly requested that the service begins during the cancellation period.
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The consultation has already commenced.
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The service has been fully performed.
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Prescription medicines have been dispensed following a personalised prescription.
By booking a consultation with Bymyselfmeds, you acknowledge that you may request the consultation to begin before the end of any applicable cancellation period and understand that this may affect your cancellation rights.
Nothing in this policy limits your statutory consumer rights.
Appointment Cancellations
If you are unable to attend a scheduled consultation, please notify us as soon as possible.
Where reasonable notice is provided, we will make every effort to reschedule your appointment subject to clinician availability.
Repeated missed appointments or repeated cancellations without notice may affect your ability to book future consultations.
Medication Delivery Issues
If your prescribed medication is delayed, damaged during delivery, or arrives incomplete, please contact us promptly so that we can investigate the issue.
Depending on the circumstances, we may:
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Arrange a replacement where appropriate.
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Investigate with the delivery provider.
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Provide further clinical advice.
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Offer another suitable resolution.
Each case will be assessed individually.
Faulty or Incorrect Items
If you believe you have received the wrong medication or a product that appears damaged or defective upon arrival, you should not use it.
Please contact Bymyselfmeds immediately by email before opening or using the medication where possible.
We may request photographs or additional information to assist our investigation and determine the most appropriate resolution.
Exceptional Circumstances
We recognise that exceptional situations may arise.
Where appropriate, Bymyselfmeds may, at its sole discretion, consider goodwill refunds or alternative resolutions outside the standard terms of this policy.
Such decisions are made on a case-by-case basis and do not create an ongoing entitlement or precedent.
How to Request a Refund
If you believe you are entitled to a refund, please contact us as soon as reasonably possible.
Your request should include:
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Your full name.
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Your order or consultation reference number.
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The date of your purchase or consultation.
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A clear explanation of the reason for your request.
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Any supporting information relevant to your request.
Refund requests should be submitted by email to:
We aim to acknowledge refund requests promptly and investigate them as quickly as possible.
Where additional information is required, we may contact you before making a final decision.
Processing Approved Refunds
Where a refund has been approved, payment will normally be returned to the original payment method used for the purchase.
Processing times may vary depending on your payment provider, financial institution, or card issuer.
While Bymyselfmeds processes approved refunds promptly, we cannot control the processing times of third-party payment providers.
Complaints
If you are dissatisfied with the outcome of a refund request, you may submit a formal complaint.
All complaints are investigated fairly, confidentially, and in accordance with our Complaints Policy.
Our aim is always to resolve concerns professionally, transparently, and promptly.
Changes to this Policy
We may update this Returns & Refunds Policy from time to time to reflect changes in legislation, regulatory guidance, clinical practice, or business operations.
The latest version will always be published on our website.
This policy is formally reviewed every three (3) months.
Contact Us
If you have any questions regarding this policy, please contact:
Bymyselfmeds
Email: info@bymyselfmeds.co.uk
Policy Governance
Policy Owner
Bymyselfmeds
Approved By
Pauletta Stanton
Chief Executive Officer
Bymyselfmeds
Document Information
| Item | Details |
|---|---|
| Document Title | Returns & Refunds Policy |
| Version | 1.0 |
| Effective Date | 1 January 2026 |
| Review Frequency | Every three (3) months |
| Next Scheduled Review | 1 April 2026 |
| Governing Law | England and Wales |
Final Statement
Bymyselfmeds is committed to delivering healthcare with professionalism, integrity, and compassion. Our Returns & Refunds Policy has been developed to balance patient rights with the legal, clinical, and regulatory responsibilities that govern healthcare services and the supply of prescription medicines in the United Kingdom.