1. Overview

This refund policy explains when refunds may be issued for payments made to York Delivery Pharmacy for NHS prescription services.
As a UK-registered NHS pharmacy regulated by the General Pharmaceutical Council (GPhC), we follow NHS England guidance and UK medicines legislation when handling payments and refunds.

2. NHS Prescription Charges

Most NHS prescriptions are exempt from payment. Where a patient is required to pay, the charge collected represents the standard NHS prescription charge set by the UK Government.
Refunds of NHS prescription charges may be issued in the following circumstances:

• • Payment was taken in error.
  • The patient later provides valid exemption evidence.
  • The prescription was not dispensed or supplied.
  • The prescription item was unavailable and cancelled before dispatch.

Refunds cannot normally be issued once medication has been dispensed and supplied, except where required by law or where an error has occurred.

3. Dispensed Medicines

For patient safety and in accordance with medicines regulations:

• • Medicines cannot be returned for reuse once they have left the pharmacy.
  • We cannot accept returns of dispensed medicines unless they are faulty, incorrect, or supplied in error.

If you believe you have received the wrong medication or there is a problem with your order, please contact us immediately.

4. Delivery Issues

If medication is lost or damaged during delivery:

• • We will investigate with the delivery provider.
  • Replacement medication or a refund may be arranged where appropriate.

Patients must notify us within 7 days of the expected delivery date.

5. How Refunds Are Issued

Approved refunds will be made:

To the original payment method used (e.g., Stripe card payment).
Typically within 5–10 working days, depending on the card provider.

6. Chargebacks

We encourage patients to contact us directly to resolve any payment concerns before initiating a chargeback with their bank, as most issues can be resolved quickly.

7. Contact Us

For refund requests or payment queries, please contact:
York Delivery Pharmacy,
3a Centurion Office Park,
Tribune Way,
Clifton Moor,
York,
YO30 4RY
admin@yorkdeliverypharmacy.co.uk
TEL: 01904 463231

8. Policy Updates

We may update this policy from time to time to reflect regulatory or operational changes. The latest version will always be available upon request or on our website.