Refund policy

Refund policy 


Refunds and Returns

Monivea Road is a registered pharmacy, and everything we supply is a medicine. That means returns work differently here than they do for ordinary online shopping. This page explains exactly where you stand.

Medicines cannot be returned once opened

We cannot accept the return of any medicine once the packaging has been opened or the seal broken.

This is permitted under regulation 28(3) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which removes the right to cancel for sealed goods that are unsuitable for return on health protection or hygiene grounds once they have been unsealed.

There is also a clinical reason. Once a medicine has left our pharmacy we cannot verify how it has been stored, so it can never be supplied to another patient. Any medicine returned to us is destroyed in line with our waste disposal obligations — we cannot put it back into stock.

If your medicine is still sealed

If the packaging is intact and unopened, contact us within 14 days of delivery and we will consider a refund on a case-by-case basis.

Please speak to us before sending anything back.

If we are unable to supply your treatment

Your order is reviewed by a pharmacist before anything is dispensed. If our pharmacist decides a treatment is not clinically suitable for you, we will refund your payment in full, including any delivery charge.

You do not need to do anything. We will process this automatically and email you to confirm.

We may contact you first to ask a follow-up question. If we cannot reach you within [7] days, we will cancel and refund the order.

Faulty, damaged, incorrect or expired items

Nothing on this page affects your legal rights. If an item arrives damaged, is not what you ordered, is past its expiry date, or is not as described, you are entitled to a full refund or a replacement, whichever you prefer.

Contact us via email within 30 days of delivery with your order number and, where possible, a photograph. We will cover return postage in these cases.

Do not use a medicine you believe to be faulty, damaged or tampered with. Contact us before doing anything else.

How to request a refund

Email hello@monivearoad.co.uk with:

  • your order number

  • the item concerned

  • the reason for your request

We aim to respond within [2] working days.

Refund timescales

Approved refunds are made to the original payment method within 14 days. Depending on your bank, funds can take a further 3–5 working days to appear.

Reporting a problem with a medicine

If you experience a side effect or suspect a defect in a medicine, please tell us, and report it through the MHRA Yellow Card scheme at yellowcard.mhra.gov.uk.

If you are unwell, contact your GP or call NHS 111. In an emergency, call 999.

Your statutory rights

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contact

Shop G11/159-163 Marlborough Rd,

London N19 4NF

Superintendant Pharmacist:

Shaylen Patel


Registration Number:

2221628


GPhC Number:

9012605

Last updated: 29/08/2026