Instant eCare Helpdesk
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Payment & Refunds
FAQ's regarding payment, refunds, or cancellations.
Why have you taken a payment before my order has been approved?
When placing an order with us, payment is taken during the checkout stage. We take payment before approval to ensure we can dispatch your order as quickly as possible after it has been approved. This is standard procedure across all online pharmacies. If your order is not approved, you are immediately given a full refund.
I’d like to cancel my order.
It is possible to cancel an order, however, if your order has been dispatched we charge a £10 cancellation fee. Any orders under £10 cannot be refunded. For more information, please read our terms and conditions. We can attempt to recall the package back from Royal Mail, or you can refuse the package once it arrives so that it will be sent back to us. Please note: We can only issue a refund once the item has been returned back to us.
I'd like a refund
If you would like a refund please contact a member of the team via live chat or phone with your name, postcode and the reason being you requesting the refund. Please be mindful that there is a £10 cancellation fee depending on the status of your order. Please note that if your order has been dispatched, we cannot issue you a refund for safety reasons. You can read more about this policy here. If the item arrived damaged please contact a memb
How long does a refund take to process?
A refund can take 1-2 working days to process. Depending on your bank it may take up to 5 working days. If you have not received a refund after this time please email us on firstname.lastname@example.org so we can investigate further.
What types of payment do you accept?
We only accept card payments made directly on our website. We accept all major credit cards except American Express Unfortunately, we do not offer payments made via PayPal, cheque, or cash.
Can I return an item?
To ensure patient safety,, prescription medications cannot be returned once they have left the pharmacy and are out for delivery. The pharmacy cannot use returned medicines, even if they are in perfect condition. If you have unwanted medicines, please take them to a local pharmacy for free and safe disposal. If you no longer require the medication you can refuse it upon delivery. Let a member of our team know and we can issue a refund once the item is on its way back to us. Please note w
What will appear on my bank statement?
When placing an order with us the following will appear on your statement: INSTANT ECARE LTD **Please note: **This might vary depending on what bank you are with.