Last updated: 6 October 2026

Overview

At Lemonpill, your health and the safe supply of your medicines come first. This policy explains how to cancel an order, request a refund or return a product purchased from Lemon Pill Ltd, trading as Lemonpill. Different rules apply to prescription medicines, other shop products and pharmacy services.

This policy reflects the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable. Nothing in this policy excludes or limits your statutory rights. In particular, restrictions on change-of-mind returns do not remove your rights where goods are faulty, damaged, incorrectly supplied or not as described.

Contacting us

To discuss a cancellation, return or refund, please contact our pharmacy team:

Email: hello@lemonpill.com
Telephone: 020 3866 6685
Alternative telephone: 020 7916 0596
Pharmacy and correspondence address: Lemon Pill Ltd, Office 327, Omnibus House, Busworks, 39-41 North Road, London, N7 9DP, United Kingdom
General Pharmaceutical Council pharmacy registration: 9012565

Please include your name, order or prescription reference, and enough information for us to identify the purchase. An order confirmation, receipt or other reasonable evidence of purchase is sufficient; a paper receipt is not essential. Please do not send payment-card details or unnecessary medical information by email.

Prescription medicines

Medicines supplied on prescription, or under a prescriber’s directions, are excluded from the usual 14-day distance-selling cancellation right under regulation 27 of the Consumer Contracts Regulations 2013. This includes medicines supplied against NHS and private prescriptions.

If you no longer need a prescription order, contact us as soon as possible. We will check whether it can be stopped before dispensing and explain any refund available. Once a medicine has been dispensed, we do not offer a change-of-mind return or refund simply because it is no longer wanted or your treatment has changed.

Medicines returned after supply to a patient cannot be put back into dispensing stock or supplied to another patient, even when unopened. Any return must be arranged with our pharmacy team for safe handling and disposal. This safety requirement does not prevent a refund or other remedy where we have supplied the wrong medicine or the medicine is faulty, damaged or otherwise fails to meet applicable legal requirements.

If we cannot fulfil a medicine order, including where a prescriber decides that treatment is unsuitable, we will refund any payment taken for medicines and delivery that will not be supplied. A separately agreed consultation fee may still be payable for a consultation properly provided, but only where this was clearly explained before purchase and is lawful. Please see the section on consultations below.

NHS prescription charges

NHS prescription charges are governed by separate NHS rules. Returning an unwanted medicine does not, by itself, entitle you to a refund of an NHS prescription charge.

If you pay an NHS prescription charge in England and may be entitled to claim it back, ask for an FP57 refund receipt when you pay; it cannot be issued afterwards. Claims must be made within the NHS deadline, normally within three months of payment, with evidence of eligibility. Follow the instructions on your FP57 and the NHS Business Services Authority’s prescription-refund guidance. Contact us separately about any incorrect charge or dispensing error.

Changing your mind about shop products

For eligible goods bought online or by telephone, including qualifying vitamins, supplements, skincare and other non-prescription shop products, you can cancel without giving a reason. Tell us before the end of 14 days after the day you, or someone you nominate other than the carrier, receives the goods. You may also cancel before delivery. For a single order delivered in separate parcels, the period normally runs from receipt of the last item.

You must then send the goods back without unnecessary delay and within 14 days after telling us you are cancelling, unless we have agreed to collect them. These are calendar days. Where the law extends a cancellation period because required cancellation information was not provided, that longer period applies.

You can notify us by email, telephone or post using the contact details above. Any clear statement that you wish to cancel is sufficient, and you do not need our approval to exercise a statutory cancellation right. You may use the optional cancellation form below, but this is not compulsory.

Exceptions to change-of-mind cancellation

In addition to the prescription-medicine rules above, the statutory change-of-mind right does not apply to:

• Goods supplied with a health-protection or hygiene seal which are unsuitable for return for those reasons, where that seal has been broken after delivery.
• Goods which are genuinely liable to deteriorate or expire rapidly.
• Goods made to your specifications or clearly personalised for you.

These exceptions apply only where their legal conditions are met. A product is not automatically excluded just because it is sold by a pharmacy, is a supplement or has an expiry date. Non-prescription medicines are assessed according to the rules applying to the particular supply. Opening an outer delivery box alone does not break a product’s health-protection or hygiene seal.

Arranging a return

Please contact us for the appropriate return address and instructions, particularly for medicines, refrigerated products, needles or other items requiring special handling. Do not post these items or bring them to the pharmacy without first agreeing a safe arrangement. Asking for return instructions does not replace notifying us that you are cancelling, and our handling of your request will not shorten your statutory deadlines.

Pack eligible goods securely and include enough information to identify your order. Please retain original packaging where reasonably possible. Original packaging is not an absolute condition of a statutory refund, particularly for faulty goods. Keep proof of posting; tracked delivery may be helpful for valuable items but is not a condition of your legal rights.

For a valid change-of-mind cancellation, you pay the direct return-postage cost unless we agree otherwise or did not tell you before purchase that you would be responsible for it. For goods that are faulty, damaged on arrival, incorrectly supplied or not as described, we will arrange an appropriate return or collection and meet the reasonable necessary return costs. Please contact us rather than returning the item directly to its manufacturer.

Wrong, damaged, faulty or unsafe products

If you receive the wrong medicine, suspect tampering, or are concerned that a medicine has been damaged or stored at an unsuitable temperature, do not use the affected product until you have spoken to our pharmacist. Contact us promptly so we can assess the issue and help arrange a safe resolution. Tell us immediately if this could interrupt essential treatment. Follow the storage instructions while awaiting advice.

We may ask for a description, photographs, batch number or expiry date to help investigate, where these are available. Reporting promptly helps us protect patients, but we do not impose a 24-hour or 48-hour reporting deadline that overrides your statutory rights.

Where the Consumer Rights Act 2015 applies, goods must meet the applicable requirements for quality, fitness for purpose and description. You will normally have a 30-day short-term right to reject non-conforming goods for a refund, starting after delivery and any other relevant statutory conditions are met. A shorter period can apply to goods reasonably expected to perish sooner.

Your rights do not automatically end after 30 days. You may be entitled to a repair or replacement at no cost, within a reasonable time and without significant inconvenience. Where those remedies are unavailable, unsuccessful or not provided as required, you may be entitled to a price reduction or to reject the goods for a refund. Any replacement medicine must also be clinically appropriate and lawfully supplied.

Opening or using an item before discovering a fault does not automatically remove these rights. Where a product is recalled, we will explain the action required for the affected product and any applicable replacement or refund arrangements.

Missing or delayed deliveries

If your order has not arrived, contact us so we can investigate with the delivery provider. Where we arrange delivery, we remain responsible for the goods until they come into your physical possession or that of a person you nominate to receive them. Different rules may apply where you independently appoint a carrier we did not offer.

For goods contracts, delivery must be made within the agreed period or, if none was agreed, without undue delay and within 30 days. You may have the right to end the contract if we refuse delivery, miss an essential agreed deadline, or fail to deliver within an appropriate additional period you give us. Where you lawfully end the contract for non-delivery, we will refund the sums due without undue delay. A courier investigation will not override these rights.

How and when we refund you

Refunds are made using the original payment method unless you expressly agree otherwise, without a refund-processing fee. We will explain the amount refunded and any lawful deduction.

• Statutory cancellation where goods are returned: we refund without undue delay and within 14 days after receiving the goods back, or receiving evidence that you sent them back, whichever happens first.
• Statutory cancellation where no goods need returning or we have offered to collect them: we refund without undue delay and within 14 days after you notify us of cancellation.
• Refunds for rejected faulty or non-conforming goods: we refund without undue delay and within 14 days after agreeing that you are entitled to the refund.

For a valid change-of-mind cancellation of a whole order, we also refund the cost of our least expensive standard delivery option. Additional charges for an express or premium delivery option you selected need not be refunded. For a partial return, we will explain any delivery refund due. Where we are at fault, we also reimburse any delivery charges that must be refunded by law.

You may inspect eligible goods as you reasonably would in a shop. If handling beyond what is needed to establish their nature, characteristics and functioning reduces their value, we may make a proportionate deduction where the law permits. We will not make that deduction where we failed to provide the required cancellation information. We do not charge a blanket restocking or administration fee for statutory cancellations.

If an expected refund is missing, contact us with your order reference so we can confirm its status. Your payment provider may also be able to trace it. Payment-provider processing does not alter our obligation to issue refunds within the applicable deadline.

Sale items, discounts and exchanges

Sale and promotional purchases have the same statutory rights as full-price purchases. A refund is based on the amount actually paid, taking account of applicable discounts. An item is not excluded from a refund merely because it was discounted.

Contact us to discuss an exchange. Prescription medicines cannot be exchanged simply because you prefer a different treatment or have changed your mind. This does not affect any right to a replacement for faulty or incorrectly supplied goods. Where you are legally entitled to a refund, we will not require you to accept an exchange or credit note instead.

Consultations and other pharmacy services

A separately supplied consultation or service is not automatically subject to the same cancellation exclusion as a prescription medicine. Where a statutory distance-selling cancellation right applies to a service booked online or by telephone, the cancellation period normally ends 14 days after the day the contract is made.

If you expressly request that a service starts during that period and then cancel, we may charge only a proportionate amount for work actually provided, where the required information was supplied and the law permits. The cancellation right ends on full completion only where you expressly requested early performance and acknowledged beforehand that full completion would end that right.

Any appointment-specific cancellation terms or separately payable consultation fees must be clearly disclosed before booking, fair and lawful. Where you are not exercising a statutory cancellation right, any cancellation charge must reflect a lawful, reasonable loss rather than operate as a penalty. If we cancel a service, we will refund payments for the part not provided.

Services must be provided with reasonable care and skill. Where a service does not meet applicable legal requirements, you may be entitled to repeat performance or an appropriate price reduction, which can include a full refund. Statutory service-cancellation refunds are issued without undue delay and within 14 days of cancellation; refunds for an agreed statutory price reduction are issued within 14 days of that agreement.

Unwanted medicines and safe disposal

Contact our pharmacy team for advice about safely disposing of unwanted or expired medicines. A return for disposal is different from a return that qualifies for a refund. Do not place medicines in household waste or flush them down a sink or toilet. Do not send needles, sharps or medicines requiring special handling through the post without an agreed safe arrangement.

Questions and complaints

If you have a question or are unhappy with how a return or refund has been handled, contact hello@lemonpill.com or call 020 3866 6685. You may ask for the matter to be reviewed by our Superintendent Pharmacist. Further information is available on our Complaints page.

We may update this policy from time to time. Changes will not retrospectively reduce the contractual rights applying to an existing order, and your statutory rights remain unaffected.