REFUNDS & RETURNS

Refunds & Returns

At GLP Journey UK, patient safety, product integrity, and regulatory compliance are our highest priorities. As a result, returns and refunds are handled in accordance with UK pharmacy regulations and cold-chain handling standards.

Returns of Medicines

Due to safety and regulatory requirements, pharmacy-supplied medicines cannot be returned once dispensed, except in the following circumstances:

  • A confirmed product fault

  • An error in dispensing

  • An official product recall

  • Verified courier loss or non-delivery

This policy ensures the integrity and safety of temperature-controlled medicines for all customers.

Order Cancellations

Orders may be cancelled before dispensing without penalty.
Once dispensing or dispatch preparation has begun, cancellations may no longer be possible.

If an order is cancelled after courier label creation but before dispatch, a fee may be applied to cover packaging, handling, and courier booking costs.

Refund Eligibility

Refunds may be issued in the following situations:

  • Orders cancelled prior to dispensing

  • Verified courier loss or non-delivery

  • Confirmed product faults or dispensing errors

Approved refunds are processed to the original payment method within 3–5 working days of approval.

Cold-Chain Products

For temperature-controlled medicines, returns cannot be accepted if:

  • The product has been delivered as intended

  • The temperature log confirms acceptable transit conditions

  • The product has been stored or handled outside our control after delivery

If a delivery arrives warm, frozen, damaged, or compromised, please contact our support team within 24 hours of delivery and do not use the product until advised.

Damaged or Incorrect Orders

If you believe your order is incorrect or damaged on arrival, please notify us within 24 hours of receipt.
We may request supporting information, such as photographs or courier details, to help resolve the issue promptly.

Chargebacks & Payment Disputes

We encourage customers to contact our support team before initiating any payment disputes. Unauthorised chargebacks may delay resolution while the matter is investigated.

Contact & Support

For all refund, return, or cancellation enquiries, please contact our support team:

📧 Email: info@glpjourneyuk.co.uk