This policy covers orders placed through the clinic. It sits alongside our terms of service, which say the same things in shorter form. Where the two differ, this page is the more detailed one and the terms are the contract.
Two rules do most of the work here. Before a medicine is dispensed, you can cancel and we refund you in full. After it is dispensed, it cannot come back for a refund — and that second rule is a safety one rather than a commercial one. The rest of this page explains both.
Before your order is dispensed
You may cancel at any time before your medicine is dispensed. Email us and we will stop the order.
You are not charged until a prescriber has approved your order, so there is usually nothing to refund at this stage. Where payment has already been taken, we refund it in full, including any delivery charge.
There is no subscription here and no recurring charge, so there is nothing to cancel between orders. If you do not want more treatment, you simply do not order it.
A consultation a prescriber declines
There is no separate consultation fee, and you are not charged for a consultation that is declined. A prescriber deciding that treatment is not appropriate for you costs you nothing.
Once a medicine has been dispensed
A dispensed medicine cannot be returned for a refund. Once it has left the pharmacy we cannot certify how it has been stored or handled, and a medicine we cannot certify cannot be supplied to anybody else. It has to be destroyed, whatever its condition when it comes back.
This is also where your statutory cancellation rights stop. The 14-day right to cancel a distance contract does not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene once they have been unsealed, and a prescription medicine supplied to you cannot lawfully be re-supplied to anybody else. Nothing on this page reduces a right you have; it describes where that right already ends.
This does not apply if something is wrong with what we sent. That is the next section, and your rights there are unaffected.
Medicine you no longer need
Do not throw it in the household bin and do not flush it. Take it to any pharmacy, including ours, and it will be destroyed safely and free of charge. Pens and needles go into a sharps bin — ask a pharmacy for one if you do not have one.
Returning medicine for safe disposal is not a return for refund, and no refund follows from it.
If something is wrong with your order
Tell us and we will put it right. That covers an order that does not arrive, arrives damaged, is the wrong item or strength, is short, or arrives past its expiry date.
It also covers a medicine that needs refrigeration arriving warm. Tell us within [TO BE SUPPLIED] of delivery if a cold-chain medicine arrives warm or the packaging is damaged, and do not use it until we have answered. Keep the medicine and the packaging until we have.
Where something is wrong with what we sent, you are entitled to a replacement or a refund under the Consumer Rights Act 2015, at no cost to you, and we do not ask you to post a medicine back to us unless we say so.
How to ask
Email hello@titraclinic.co.uk with your order number and what is wrong. A photograph helps where something has arrived damaged.
We reply within [TO BE SUPPLIED] working days and tell you what happens next.
How a refund is paid
A refund goes back to the card or account you paid with. We do not refund to a different card, to anybody else’s account, or as credit unless you ask for credit.
Where you paid through Klarna, the refund is processed through Klarna and appears against that plan rather than as a separate payment from us.
We make a refund within 14 days of agreeing it. How long it then takes to appear is a matter for your bank or your payment provider rather than for us.
Delivery charges
Where you cancel a whole order before it is dispensed, we refund the delivery charge with it. Where we replace part of an order because something was wrong with it, you pay no further delivery charge.
If you are not happy with the outcome
Tell us. Email hello@titraclinic.co.uk with “complaint” in the subject and we will look at it again — our complaints process sets out what we do and how long it takes.
If you are still not satisfied, you can raise it with the General Pharmaceutical Council at pharmacyregulation.org.