Cancelling your order

We accept cancellations before an order has been shipped by our supplier — in practice, usually within 24 hours of placing it. After that the parcel is already on its way and the refund policy takes over instead.

How to cancel

  1. Email us as soon as you decide — speed matters more than anything else here, because the deadline is the moment your order is dispatched rather than a fixed number of hours.
  2. Include the order number and the email address you used, so we can find it without a round of questions.
  3. Say briefly that you want to cancel. You do not have to explain why.
  4. We reply to confirm whether the order was stopped in time.

If it has already shipped

Once an order is with the postal service it cannot be recalled, but you are not stuck. Our refund policy covers the two situations that matter: a parcel that never arrives is reshipped at our expense and refunded in full if the reship also fails, and there is a 30-day money-back guarantee on the ED and PE generics we supply if you are not satisfied with them.

Changing an order rather than cancelling

If you have realised you ordered the wrong strength, the wrong pack size or the wrong product, say so in the same email instead of cancelling and starting again. Before dispatch it is usually simpler for everyone to amend the order than to unwind it — and it avoids a second payment while you wait for the first to be refunded.

Wrong delivery address

Tell us immediately if you spot a mistake in your address. Before dispatch it is a quick fix; after dispatch the parcel follows whatever address is on it, and a misaddressed parcel is the one case where a reship is not automatic. Check the address on your confirmation email when it arrives — that thirty-second check prevents the most avoidable delivery problem there is.

Why the window is short

Orders are packed and shipped the morning after payment is verified, which is what keeps delivery times as short as they are. The trade-off is a narrow cancellation window. We would rather be quick and tell you plainly that the window is 24 hours than be slow and flexible about it.