If you wish to cancel an order or request a refund, the available options depend entirely on the current stage of your order. MedExpress follows strict pharmacy regulations to ensure patient safety and compliant prescribing.
Important: Cancellations are Permanent
Please be aware that once an order has been cancelled, it cannot be reinstated, overridden, or reversed. If you or the MedExpress team cancels an order, you will need to place a completely new order through the website if you still wish to receive treatment.
When Can I Cancel My Order?
Before Prescription: You may request a cancellation if your order has not yet been reviewed or prescribed by a clinician.
Once Prescribed: Cancellation is not possible once a MedExpress prescriber has issued your prescription. At this stage, the medication is approved and pharmacy processing begins immediately.
After Dispatch: Cancellation is not possible after your order has left the pharmacy due to UK medication safety regulations and MHRA guidance.
Automatic Cancellations
MedExpress may request additional information (such as ID verification or medical details) to process your request. If this is not provided within the required timeframe, your order will be automatically cancelled and refunded:
Weight Loss Medications (GLP-1s): After 14 days.
All Other Medications: After 7 days.
You will receive an email confirming the cancellation. Remember: once these automatic cancellations occur, the order cannot be reinstated.
Refunds: What to Expect
If your order is successfully cancelled before the prescription stage:
A refund is issued to your original payment method.
Refunds typically take 2–5 working days.
Depending on your bank, it may occasionally take up to 10 working days.
You will receive an email confirmation once the refund has been processed.
Replacements and Delivery Issues
Replacements are only issued in specific circumstances, such as:
Medication arrives damaged.
The incorrect medication is supplied.
The order is confirmed as lost by the courier.
For injectable medications (such as Mounjaro® or Wegovy®), a clinical review may be required before a replacement is approved.
Key Takeaway
Cancellations are final and cannot be undone or overridden.
Orders can only be cancelled before a prescription is issued.
Refunds are processed to the original payment method and take 2–5 working days on average.
If you still need help after reviewing the information above, additional assistance is available from our support team.