Delivery & refunds
Plain box. Tracked. 2–3 working days.
What happens after a prescriber approves your treatment, and what we can and can't do if something goes wrong.
Delivery
From our pharmacy to your door.
Dispatch
Within one working day of your prescriber approving treatment.
Delivery
2–3 working days, tracked. You get a link the moment it leaves us.
Packaging
Plain and unbranded. Nothing on the outside says Switch or what's inside.
Cold chain
Injection pens travel in insulated, temperature-controlled packaging.
Signature
Some medicines need an adult signature. We'll tell you before dispatch.
Missed delivery
The courier will try again. After three attempts it comes back to us and we'll get in touch.
- England
- Scotland
- Wales
- Northern Ireland
Refunds
Medicines can't be returned.
Here's what we do instead.
Prescription medicines cannot be returned
- Once a prescription medicine has left the pharmacy it cannot be sent back, refunded or exchanged — even sealed. We can't verify how it's been stored, so it can never be re-supplied to another patient. This is a legal and patient-safety requirement, not a policy choice.
- Unwanted or expired medicines should never go in the bin or down the sink. Any community pharmacy — including ours — will dispose of them safely.
We sent the wrong item
Our error, our fix. Contact us within 7 days — we collect it, send the right item, and refund any difference.
Arrived damaged
Contact us within 7 days, ideally with a photo. Replaced at no cost.
Faulty or suspected counterfeit
Stop using it, keep the packaging, and contact us. We replace it at no cost and report it to the MHRA.
Changed your mind before dispatch
Cancel before your order is packed and dispatched and we refund in full. Once it has been dispatched, the no-return rule above applies.
Prescriber declines
You won't be charged for a medicine that isn't prescribed. Anything already paid is refunded to the same card within 5 working days.
Something not covered here? Email hello@switchpharmacy.co.uk or call 0116 296 9900, Monday to Friday 9:00–18:00. Our full terms & conditions set out the legal position in detail.