At You Can Clinic, we are committed to providing high-quality products and excellent customer service. Due to the nature of pharmacy and healthcare products, our returns policy complies with UK regulations to ensure patient safety.

Returns eligibility

As a UK-registered pharmacy, we can only accept returns under the following conditions:

  • Damaged or faulty items – If your order arrives damaged, faulty, or incorrect, please notify us within 48 hours of receiving your delivery. We will arrange a replacement or refund where applicable.
  • Incorrect Items – If you receive an item that is different from what you ordered, contact us within 48 hours, and we will rectify the issue.
  • Unopened & unused non-dedicated items – Non-prescription products such as medical devices and accessories may be returned within 14 days if they are unused, in their original packaging, and in a resalable condition.

Non-returnable items

For safety reasons, we are unable to accept returns or issue refunds for the following items:

  • Prescription medications – Once dispensed, prescription medicines cannot be returned or refunded unless there is a pharmacy error or the product is faulty.
  • Opened or used products – Any item that has been opened, used, or tampered with cannot be returned for hygiene and safety reasons.
  • Cold chain & temperature-sensitive items – Any refrigerated or temperature-sensitive medications or products.
  • Personal care & intimate products – Including needles, injectables, and any other single-use medical devices.

How to request a return

If you believe your order qualifies for a return, please follow these steps:

  1. Contact Us – within 48 hours of receiving your order. Provide your order number, details of the issue, and photos if applicable.
  2. Return Authorisation – If your return is approved, we will provide instructions for returning the item. Do not send items back without prior approval.
  3. Refunds & Replacements – Once we receive and inspect the returned item, we will issue a refund to your original payment method or send a replacement product where applicable. Refunds may take up to 5-7 working days to process.

Important notes:

  • Return postage costs will only be reimbursed if the return is due to an error on our part (e.g., incorrect or faulty item).
  • We recommend using a tracked and insured delivery service when returning items.
  • Failure to follow the returns process may result in delays or denial of your refund.

For further assistance, please contact our customer service team.