Refund and Returns Policy

Last updated: [1^st January 2026]

At Elite Meds, we aim to provide outstanding service, safe supply of medicines and complete transparency around your rights. This Returns & Refunds Policy explains when and how you can return products, what items cannot legally be returned, and how refunds are processed.

This policy applies to all purchases made on elitemeds.com.

1. Contacting Us About a Return

Before sending anything back, you must contact our Customer Services Team so we can confirm whether your item is legally eligible for return.

E-mail: [email protected]
Tel: 03332070478

Returns cannot be accepted without prior authorisation.

2. Items That Cannot Be Returned (Legal Restrictions)

Under UK medicines regulations and GPhC guidance, we cannot accept the return of any medicinal products once they have been dispatched. This includes:

• Prescription-only medicines (POMs)
• Pharmacy-only medicines (P medicines)
• General sale medicines (GSL)
• Any item subject to temperature control (e.g., weight-loss injections, insulin products)
• Any medical product where storage conditions cannot be validated at your address

This is a legal requirement for patient safety and applies even if the product is unopened.

You also cannot return:

• Personal care items once opened
• Cosmetics, fragrances or sealed hygiene products once unsealed
• Items worn next to skin or hair
• Special-order items
• Perishable items (foods, baby formula)
• Items personalised for you

These exceptions are permitted under the Consumer Contracts Regulations 2013.

3. Items That May Be Returned

Non-medicinal retail products may be returned if:

• They are unopened, unused and in a fully resaleable condition
• Returned within 30 days of receipt
• You have contacted us first for approval

Examples include: non-medicated skincare, accessories, medical devices not requiring storage validation (e.g., thermometers).

We reserve the right to refuse returns that are not in resaleable condition or that breach health & hygiene rules. 

4. Faulty, Damaged or Incorrect Items

You are fully protected under the Consumer Rights Act 2015.

If your item is faulty, damaged or incorrect:

• Contact us within 48 hours of delivery
• Provide photos where possible
• We will investigate and resolve the issue promptly

If the item is confirmed faulty or incorrect:

• We will issue a replacement or full refund, and
• Provide a free pre-paid returns label where a return is required

Please note: cosmetic damage to outer medicine boxes is common in transit and does not affect the medicine’s quality.

5. Change-of-Mind Returns (Consumer Contracts Regulations 2013)

For eligible non-medicine products:

• You have 30 days from receipt to request a return
• Items must arrive back in unused, unopened, original packaging
• You are responsible for return postage unless the item is faulty
• Refunds are processed within 14 days of receiving the returned goods

As allowed by law, refunds may be reduced if the item shows signs of use beyond what a shop would permit.

We will refund the item cost and the cheapest available delivery option.

6. How to Return an Approved Item

Once your return is authorised, you must include:

• The item in its original condition
• Your delivery note or order number
• Reason for return (brief)

Please return items via a tracked service and keep proof of postage. We cannot accept responsibility for lost or damaged returns in transit. 

7. Refund Processing Times

Refunds are issued:

• Within 14 days of receiving the returned goods, or
• Immediately upon confirming no return is required (e.g., some faulty items)

Refunds are made to your original payment method.

8. If Your Parcel Is Returned to Us (Uncollected / No Access)

If Royal Mail is unable to deliver and your parcel is returned to us:

• We will refund you minus the original postage cost, even where free shipping was applied
  

9. Manufacturer-Handled Returns (Where Required)

Some specialist products must be handled directly by the manufacturer, as is standard across the sector. Examples include (not exhaustive):

• Freestyle Libre
• Braun / Oral-B devices
• Certain injectable weight-loss medications (e.g., Saxenda, Wegovy, Mounjaro)

Where manufacturer schemes exist, we will signpost you to the correct route.

9. Items Purchased as Part of a Pharmacy (P-Medicine) Questionnaire

If your questionnaire is not approved by our clinical team:

• Your order will be cancelled
• You will receive a full refund
• No dispatch occurs

Once dispatched, medicines cannot be returned under law.

10. Your Legal Rights

This policy does not affect your statutory rights under:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• UK medicines legislation

You may seek advice from Citizens Advice or Trading Standards.

11. Contact Details

Elite Meds – Customer Services
[email protected]
Singhs Medical Ltd, Richmond Road, Worksop, S80 2TP

Returns & Refunds Frequently Asked Questions (FAQs)

1. Can I return medicines?

No. Under UK medicines law, we cannot accept the return of any medicinal products (including P-medicines and temperature-controlled items) once dispatched. This is to protect patient safety.

2. What items can I return?

Eligible non-medicinal items (e.g., certain medical devices, skincare, accessories) may be returned if:

• Unopened
• Unused
• In original packaging
• Returned within 30 days
• Approved by our Customer Services Team first

3. How do I start a return?

Contact us first so we can confirm eligibility: [email protected]
Do not send anything back before receiving authorisation.

4. Who pays for return postage?

• If the item is faulty, damaged, or incorrectly sent → we provide a free return label.
• For change-of-mind returns → you pay return postage.

5. What if my order arrives damaged?

Email us within 48 hours with photos.
We will investigate and arrange a replacement or refund where appropriate.

6. When will I receive my refund?

Once the item is received and inspected, refunds are processed within 14 days to your original payment method.

7. What if Royal Mail returns my parcel to you?

If the parcel was not collected or delivery was unsuccessful, we will refund the order minus the original postage cost, even if you qualified for free delivery.

8. Can I exchange an item?

No, we do not offer exchanges.
Returned eligible items will be refunded.

9. My questionnaire for a P-medicine wasn’t approved — what happens?

We will cancel your order and issue a full refund before dispatch.
Once dispatched, medicines cannot be returned.

10. Are some returns handled directly by manufacturers?

Yes. Certain faulty products (e.g., Freestyle Libre) are processed through manufacturer support programmes. We will direct you accordingly if applicable.