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Online Doctor Service

Prime Doktor, Refunds & Returns Policy

Declined Orders

If your order has been declined by the online doctor or the pharmacist onsite, we will issue a refund. Refunds are credited to the original payment method used and will take 5-7 working days to be credited to your account, this can sometimes vary depending on your card provider.

Refunds on returned Medication

Your refund will be processed once we receive your returned medication. Refunds are credited to the original payment method used and will take 5-7 working days to be credited to your account, depending on your card provider.

Unfortunately, we will not refund any postage paid on orders returned in full.

Refund Exclusions

Unfortunately, you cannot return prescription medicines, you have the right to reasonably inspect your medication, but you cannot return items that you have used, unless you are returning them because they have arrived damaged within the first 30 days of purchase.

Any item which is returned that is listed above will be sent back to you. Please note we do not offer an exchange service and we do not resend medication if this has arrived faulty or damaged. You would need to replace the order to obtain a new prescription.


We hope you will be happy with any medication you"ve ordered from us, but if you"re not entirely satisfied, you"ll find details of our returns policy below.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you 14 calendar days from the date you receive your complete order to notify us of items you are not completely happy with. We must receive any item you return to us within 14 calendar days of your notification to us of your intention to return the items. Orders cancelled under these Regulations are entitled to a refund of any standard postage paid for the delivery of your order, but you are responsible for any postage incurred in returning the items you wish to cancel to us. Unfortunately, we do not refund postage on returned items.

Medication must be returned in the condition you received them, which includes keeping any hygiene/security seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons.

[The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give us the right to reduce the amount of refund that you receive, in the event that non faulty items being returned are damaged or used in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.]

Returns by Post

To return medication by post please repackage them carefully and return them to:

Prime Doktor
Returns Department
35 Greenhey Place

Please ensure that your package contains your full name, address and order number.

Damaged Items

The Consumer Rights Act 2015 allows you to claim a refund on damaged goods within 30 days of receipt. You will have to return the items before a refund will be issued.

We do not accept returns on medication that you deem to be ineffective. If you believe any of the medication you have ordered to be damage, please contact our Customer Services team. Either email support@primedoktor.com, or call 0203 434 1631 during our opening hours (Monday-Friday 09:00-17:00) and we will advise you how to return the items.