Delivery and returns.

Our NHS delivery service is for patients who cannot collect in person, such as people who are housebound, elderly or living with a condition that limits travel. It covers routine repeat medicines around Ealing. The NHS does not fund home delivery, so places are limited to those who need it most.

Standard NHS prescription charges still apply unless you are exempt. For everyone else, home delivery starts from £4.95.

To check whether your postcode falls inside our delivery area, call us on 0208 840 4464.

For addresses outside our local area, and for private prescriptions, we offer tracked postal delivery and a same-day concierge option. Charges depend on distance, urgency and whether the medicine needs temperature-controlled packing.

We will always quote you the delivery cost before dispatch, and you are welcome to collect in person instead at no charge.

Most items are dispensed the same or next working day once we receive your prescription. Local deliveries then go out on our next scheduled round.

Some medicines have to be ordered in, and occasionally national supply problems delay things beyond our control. If your item is delayed we will contact you, explain why, and where possible discuss alternatives with your prescriber.

Fridge lines and controlled drugs have additional handling requirements and may need to be collected in person or delivered on a specific day.

Medicines are never left unattended, in a porch or with an unspecified neighbour. If nobody is home we will take the delivery back to the pharmacy and contact you to rearrange.

For controlled drugs and some other items we need a signature from the patient or a named representative. Deliveries arrive in plain packaging with no indication of the contents.

Prescription medicines cannot be returned for resale or refund. This is a legal and safety requirement, not a shop policy. Once a medicine has left the pharmacy we cannot guarantee how it has been stored, so it can never be supplied to another patient.

Please do bring unwanted or expired medicines back to us for safe disposal. There is no charge and no refund. Never put medicines in household waste or flush them.

If we have made a dispensing error, or an item arrives damaged or incorrect, contact us immediately and we will put it right at no cost to you.

Unopened, undamaged non-medicinal retail products may be exchanged or refunded within 28 days with proof of purchase. For hygiene and safety reasons we cannot accept returns of opened medicines, thermometers, breast pumps, blood glucose or other testing kits, or any product where the seal has been broken.

Nothing in this policy affects your statutory rights in relation to faulty or misdescribed goods.

For private clinic appointments, please give us at least 24 hours' notice if you need to cancel or rearrange so we can offer the slot to someone else. Where a deposit or prepayment has been taken, we will refund it in full for cancellations made with reasonable notice. Full details are in our terms and conditions.