Refund Policy

Your card is authorised but not charged when you place an order containing prescription items. Payment is only captured after a qualified UK prescriber approves your consultation.

• Consultation not approved — your payment authorisation is voided automatically. You are never charged.
• Order not yet dispatched — contact us and we will cancel the order and issue a full refund within 5–10 business days.
• Order already dispatched — prescription medicines cannot be returned once dispatched. This is a legal requirement under UK pharmaceutical regulations.

We offer a 14-day return window from the date of delivery on all supplement and wellness products, provided they are:

• Unopened and in their original sealed packaging
• In resaleable condition
• Returned within 14 days of delivery

To arrange a return, email us at admin@rootspharmacy.co.uk with your order number. We will provide a return address and process your refund within 5–10 business days of receiving the returned item.

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:

• Your order number
• A photo of the damaged/incorrect item
• A brief description of the issue

We will arrange a replacement or full refund at no extra cost to you. You will not need to return the damaged item.

All refunds are returned to the original payment method:

• Voided authorisations (consultation not approved) — the hold is released immediately. It may take your bank 1–3 days to reflect this.
• Refunds on captured payments — processed within 5–10 business days from the date we approve the refund.

You will receive an email confirmation when your refund has been issued.