Refunds and Returns Policy
1. Introduction
This Refunds and Returns Policy explains how SynovaMed handles returns, refunds, replacements, and cancellation-related charges.
This policy should be read alongside our Cancellation Policy.
2. Prescription Medication Returns
We are unable to accept returns of prescription medication once it has been dispensed.
This is a regulatory requirement and is not a commercial policy. Once prescription medication has left our pharmacy, we cannot return it to stock or supply it to another patient.
If you have unwanted or unused medication, please take it to any community pharmacy for safe disposal.
3. When Refunds Are Available
You may be entitled to a full refund where:
- You cancel a consultation before it has been clinically reviewed
- You cancel an order before it has been dispatched
- We are unable to prescribe following clinical review
- We cancel your order for clinical or operational reasons
- We are unable to supply your medication due to a medicines shortage
Approved refunds are processed within 14 days and returned to the original payment method used.
4. Faulty, Damaged, or Incorrect Medication
You may be entitled to a replacement or refund if the medication supplied is:
- Not as described
- Damaged during delivery
- Faulty or defective
- Supplied beyond its expiry date
- Delivered in a condition where cold-chain requirements have not been maintained
If you identify an issue with your medication, please contact us within 48 hours of delivery.
Where possible, please provide:
- Your order reference number
- A description of the issue
- Photographs of the packaging and product
This helps us investigate and resolve the issue as quickly as possible.
5. How to Request a Refund or Replacement
To request a refund or replacement, please contact us:
Email: info@synovamed.co.uk
Telephone: 07822 002914
Please include:
- Your order number
- Details of the issue
- Whether you are requesting a refund or replacement
6. Delivery Charges
Where a refund is approved because an order has been cancelled in accordance with this policy or because the product is faulty, any delivery charges paid will also be refunded.
Where a replacement is provided, no additional delivery charge will apply.
7. Our Investigation Process
When we receive a refund or replacement request, we will:
- Acknowledge your request within 2 working days
- Investigate the circumstances promptly
- Provide an outcome and explanation
- Process approved refunds within 14 days to the original payment method
If we are unable to approve your request, we will explain the reasons clearly.
8. Cancellation Fees
Cancellation fees depend on the type of plan you have selected.
Monthly Plans
Monthly plans can be cancelled at any time and do not have a cancellation fee.
Committed Plans
For committed plans of 3 months, 6 months, or 12 months:
- No cancellation fee applies during the first 30 days
- After 30 days, a £50 early cancellation fee applies if you cancel before the end of your agreed plan period
This fee reflects the discount provided for committing to a longer-term plan.
The cancellation fee does not apply where:
- We cancel your plan for clinical, safety, or supply reasons
- The cancellation is due to an issue caused by us
Further information is available in our Cancellation Policy.
9. Your Statutory Rights
This policy does not affect your statutory rights under applicable consumer protection legislation, including:
- Consumer Rights Act 2015
- Consumer Contracts Regulations 2013
Where this policy provides greater rights than the legal minimum, this policy will apply. Where your statutory rights provide greater protection, those rights will continue to apply.
10. Disputes and Complaints
If you disagree with a refund or returns decision, please follow our Complaints Policy.
Depending on the nature of the issue, you may also seek further advice or escalation through:
- The General Pharmaceutical Council (GPhC) for professional or clinical matters
- Citizens Advice or Trading Standards for consumer matters
11. Policy Review
This Refunds and Returns Policy is reviewed every two years or sooner if there are significant changes to legislation, regulatory requirements, or our processes.