Superior Pharmacy · Refund & Cancellation Policy Last updated: April 2025
Superior Pharmacy is a GPhC-registered pharmacy. All orders for prescription medications — including weight-loss treatments such as Mounjaro® and Wegovy® — are subject to clinical review and dispensing regulations set by the MHRA and GPhC. Please read this policy carefully before placing an order.
⚠ Important: cancellations are permanent Once an order is cancelled, it cannot be reinstated or reversed. You will need to place a new order if you still wish to receive treatment.
1. When can I cancel my order?
Your ability to cancel depends on the stage your order has reached.
Before prescription review — Allowed You may cancel your order if it has not yet been reviewed or prescribed by one of our clinicians. Please contact us as soon as possible.
After prescription is issued — Not possible Once a clinician has issued a prescription, pharmacy processing begins immediately. Cancellation is no longer available at this stage.
After dispatch — Not possible Once your order has left the pharmacy, cancellation is not possible, in accordance with UK medication safety regulations and MHRA guidance.
2. Automatic cancellations
We may request additional information to process your order — such as ID verification or medical details. If this is not provided within the required timeframe, your order will be automatically cancelled and refunded:
- Weight loss medications (GLP-1s) such as Mounjaro® and Wegovy®: after 14 days
- All other medications: after 7 days
You will receive an email confirming any automatic cancellation. Once cancelled, orders cannot be reinstated.
3. Refunds
If your order is successfully cancelled before a prescription is issued:
- Refunds are issued to your original payment method
- Refunds typically take 2–5 working days to appear in your account
- Depending on your bank, processing may occasionally take up to 10 working days
- You will receive an email confirmation once the refund has been processed
4. Replacements and delivery issues
Replacements are only issued under specific circumstances:
- Your medication arrives damaged
- The incorrect medication has been supplied
- Your order is confirmed as lost by the courier
For injectable GLP-1 medications such as Mounjaro® and Wegovy®, a clinical review may be required before a replacement can be approved.
5. Repeat orders and ongoing treatment plans
Many patients using Mounjaro® or Wegovy® receive medication on an ongoing basis as part of a structured weight management programme. The following terms apply to repeat orders.
Pausing or cancelling a repeat order You may pause or cancel a repeat order at any time, provided the next scheduled order has not yet been sent for clinical review. To avoid being charged for an upcoming order, please contact us at least 5 working days before your next dispatch date.
Refunds on repeat orders Refunds follow the same rules as standard orders. If a repeat order has already been prescribed and dispensed, it is not eligible for a refund. If it has not yet entered clinical review, a full refund will be issued to your original payment method within 2–5 working days.
Dose adjustments between repeat orders If your prescriber adjusts your dose — for example, moving to a higher or lower strength of Mounjaro® or Wegovy® — your upcoming repeat order will be updated accordingly. Any overpayment will be refunded and any underpayment collected before dispatch.
Missed or delayed doses If you need to skip or delay your next repeat order, please contact us in advance. Medications that have already been dispensed cannot be refunded or held for future use.
6. Your rights under UK consumer law
Prescription medications are exempt from the standard 14-day right to cancel under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. This is because medications are prepared and dispensed to a specific patient following a clinical prescription and cannot be resold or reused. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable legislation.
7. Need help?
If you have a question about your order or need to request a cancellation, please contact our pharmacy team as soon as possible. Early contact gives us the best chance of resolving your request before a prescription is issued.
Contact us: support@superiorpharmacy.co.uk
Regulatory information
Superior Pharmacy is registered with the General Pharmaceutical Council (GPhC). You can verify our registration at: https://inspections.pharmacyregulation.org/pharmacy/detail/superior-pharmacy-9012839
GPhC reference: 9012839 Address: 2A Hawes Close, Walsall WS1 3HG, United Kingdom