Overview
This article explains how to cancel a MedExpress order, what happens to
medication you no longer need, and how long a cancellation refund takes
to reach you.
Cancelling an Order
You can cancel your order up until the point the pharmacy processes it.
To cancel an order, contact the MedExpress customer care team.
Once the pharmacy has processed and dispatched your order, it can no
longer be cancelled.
Your 14-Day Withdrawal Right
The statutory 14-day withdrawal right applies to your consultation
service contract with MedExpress.
The statutory 14-day withdrawal right does not apply to the physical medication once it has left the pharmacy.
Unused or Unwanted Medication
For safety and regulatory reasons, we cannot accept medication back once
it has left the pharmacy premises.
Medication cannot be sent back to us for a refund after the pharmacy
has dispatched your order.
If you have medication you no longer need, take it to a local pharmacy for safe disposal.
This section applies to medication that has been delivered to you. It
does not apply to a parcel that was never delivered and was returned to
us by the courier. Those orders are handled separately by our customer
support team — see "What happens if my order is returned to the sender?"
Refund Timelines After a Cancellation
The timings below apply only to refunds for orders cancelled before the
pharmacy processed them. Refunds arising from any other situation,
including undelivered or returned parcels, are not covered here and are
confirmed by the customer support team case by case.
Once your cancellation is confirmed, we process the refund to your original payment method.
Once we have processed a cancellation refund, your bank or payment provider may take a further 5 to 10 business days to credit the funds to your account.
Additional Assistance
If you still need help after reviewing the information above, additional assistance is available.