Refund and Cancellation Policy




Unfortunately, we cannot accept returns for medicines, including prescription medicines or anything with a broken hygiene seal. You have a right to inspect their items reasonably, but you can only return used items if they are damaged or faulty.

In the unlikely event that you are not completely satisfied with any items purchased from us, details of our returns policy are below.

  • To process a refund request, you must inform us of your return, and we must receive all items you wish to return within 28 calendar days from the date you purchased your product.
  • Items must be in the original condition, which includes keeping any hygiene seals in place. We cannot accept a return for any items with a broken seal where this needs to be in place for health or hygiene reasons.

How to return items

You should return any unwanted items to the Midway Pharmacy branch where you purchased them within 28 calendar days of purchase. We cannot process refunds for any items returned to a branch where they were not bought.

We can only process a refund where a valid receipt exists with the card used to make the payment where applicable. We reserve the right to refuse refund requests where a valid receipt is not provided or offer an exchange or credit voucher.

Damaged and faulty items

If you believe any ordered items are damaged or faulty, you should contact the branch from which they were purchased as soon as possible.

You can claim a refund on faulty goods within 30 days of receipt. In some cases, we may offer to replace or repair the item free of charge: if the first repaired or replacement item we supply also turns out to be faulty, then you can claim a refund at this point, excluding items that have failed due to wear and tear. There may be additional manufacturer’s warranties with some products, such as electrical items, giving you other rights, and you should check these carefully.


Cancellations and Changing Appointments

When you book an appointment with us, we reserve the consultation room, and we cannot take any other services within this time slot. However, we accept that there might be genuine reasons why you need to change an appointment.

In recognition of this, we will allow changes to an appointment a maximum of two times without any penalty. After this, we will not change any appointments and should you not attend; we will not issue a refund. We will consider all cancelled appointments from the time of booking when deciding if a refund is appropriate. We cannot change any appointments within 24 hours of the appointment start time. Once you make a change to a booking, we will no longer be able to cancel the booking.

Our process for dealing with cancellations is detailed below.

Cancellations with more than 48 hours notice

We will issue a full refund to the original payment method for appointments cancelled with more than 48 hours’ notice before the appointment starts.

Cancellations with at least 24 hours notice

For services cancelled between 48 hours and 24 hours before the start of the appointment, we will issue a refund in the form of a credit voucher. The credit vouchers will be valid for six months from the date of issue and are only suitable for use on our website.

Cancellations with less than 24 hours notice

We cannot issue refunds for services cancelled within 24 hours of or after the appointment start time.

Cancellations for travel services

We will not issue a refund for travel services once we have conducted a consultation.


Our maximum liability for our failure to fulfil an order or service that we are legally bound to fulfil will be limited to your price for that order or service.