Delivery, Returns & Refunds

Delivery, Returns & Refunds – Thechemistlive

We want you to receive your treatment safely, quickly and discreetly. This page explains how our delivery works, what happens if something goes wrong, and when refunds apply.

Last updated: 07/10/2026

Because we are a regulated pharmacy, some rules around medicines are set by law and cannot be changed.

1. Delivery Information

We deliver with Royal Mail, the UK’s most recognised postal service. All medicines are sent discreetly in plain, unbranded packaging. On the day of delivery, Royal Mail may send you a delivery window, usually in the morning.

Please note that Royal Mail offers limited services on Sundays and public holidays. This is reflected in the estimated delivery times shown at checkout, so please bear it in mind when placing your order.

If you’re not in

If you’re out when we attempt delivery, the Royal Mail courier will leave a card explaining where to collect your parcel or how to arrange redelivery. You can usually arrange redelivery for the next working day using the link on the card or your tracking link.

Safe place, neighbours & shared buildings

If you have nominated a safe place or asked for your parcel to be left with a neighbour, once it has been delivered there we cannot be responsible if it later goes missing.
For flats and multi-occupancy buildings, delivery is treated as successful once the parcel is left in a communal area such as a postroom. Once delivered there, we cannot be responsible if it goes missing.

2. Delivery Options & Cover

We offer three delivery options at checkout. Whether a lost parcel can be refunded depends on the option you choose:

Delivery option	Insured?	Refund if lost in transit?
Royal Mail Tracked 24	Not insured	No — non-refundable
Royal Mail Special Delivery	Insured	Yes — covered
Collection (in person)	N/A	No — non-refundable

We strongly recommend Special Delivery for medication, as it is the only insured option. Orders sent by Tracked 24, or collected in person, are not covered for loss.

Missed deliveries

It is your responsibility to make sure someone is available to receive your delivery. We are unable to provide refunds for missed deliveries. Delivery charges are non-refundable once your order has been dispatched.

3. Returns & Refunds – Medicines

For legal and health reasons, we are unable to accept any returns or exchanges of medicines once they have left our pharmacy. This is because we cannot guarantee the safety or quality of returned medicines, and they cannot be reused for other patients.

Cancelling your order

You can cancel your order at any time before your medicine is dispatched. Just contact our Patient Care team with your order number and we’ll issue a full refund to your original payment method within 14 days.
Once your medicine has been dispatched, it cannot be cancelled or refunded.
You are not entitled to cancel an order for a prescription-only medicine, or receive a refund, simply because you have changed your mind.

Wrong, damaged or tampered items

If you receive the wrong prescription medicine, or the packaging arrives damaged or looks like it may have been tampered with, please do not use it and contact us immediately. We will advise you on safe disposal and re-ordering, and refund any amounts due where a prescription-only medicine is wrong, damaged or faulty.

Unwanted medicines

Please do not put unwanted medicines in the bin or flush them away. Take them to any local pharmacy for safe, environmentally friendly disposal, or contact us and we can arrange safe return for destruction (no refund applies).

4. Non-Prescription Items

Non-prescription products can be returned within 14 days of delivery, provided they are unused and in their original sealed condition. For hygiene and safety reasons we cannot accept items once a protective seal has been broken. Return postage is at your own cost unless the item is faulty.

5. How Refunds Are Processed

Once we receive a returned item, we will inspect it and let you know whether your refund has been approved. Approved refunds are issued to your original payment method, and are processed within 14 working days. The time it then takes to appear in your account depends on your card issuer.

You are responsible for the cost of return shipping, which is non-refundable. Where a refund is issued, the cost of return shipping may be deducted from it.

6. Contact Us

If you have any questions about your delivery, return or refund, our Patient Care team is here to help.

Email: admin@thechemistlive.co.uk
Phone: 0161 543 6622
Address: 210 Bury New Road, Manchester, M45 6GG
GPhC Registration: 9011397

Effective Date

July 10, 2026

Contact Support

1. Delivery Information

If you’re not in

Safe place, neighbours & shared buildings

If you have nominated a safe place or asked for your parcel to be left with a neighbour, once it has been delivered there we cannot be responsible if it later goes missing.

For flats and multi-occupancy buildings, delivery is treated as successful once the parcel is left in a communal area such as a postroom. Once delivered there, we cannot be responsible if it goes missing.

Delivery option

Insured?

Refund if lost in transit?

Royal Mail Tracked 24

Not insured

No — non-refundable

Royal Mail Special Delivery

Insured

Yes — covered

Collection (in person)

N/A