Returns Policy 

We understand that there may, on occasion, be times where you wish to return an order that you have made with us. We aim to make this process as easy as possible for our customers as set out by our Returns Policy.

Any non-medicinal products that you wish to return must be in the original packaging and unopened, in a condition fit for resale.  If the product to be returned does not meet these conditions we will be unable to offer a refund. If these criteria are met you must inform us of your intended return within 10 days of receiving the order, before you return it to us.

Once the return has been authorised you may send the product back to us with the returns note provided within 21 days. Once the product has been received and checked by one of our staff, a refund will be authorised by the same method that the payment was made.  This may take up to 7 working days to reach your bank account, please contact us if it has not been received after this deadline.

If the return is the customer’s decision (i.e. not due to faulty, damaged or incorrect goods) unfortunately they will be liable to pay the return postage on the item. However, we will not charge a restocking fee for any items returned.


Unfortunately by law we cannot accept the return of any medication. As they cannot be reused once they have left our premises, any medication returned to us must be correctly disposed of.

Faulty, damaged or incorrect goods

In the event you receive your order and it contains faulty, damaged or incorrect goods, please contact us using the details below within 10 days of receiving the item, we will then decide on an individual basis on the course of action to take. This will either involve the product being refunded as detailed above or resending a new product.

Contact details

For more information about our Returns Policy or to contact us about a return you wish to make please use the contact details below:

THE Medical
Unit 3, The Square, Temple Quay, BS1 6DG

Telephone: 0117 332 69 90


THE Medical Online Doctor service is owned and operated by Total Health Ethos Limited (Company Reg. 6170784). All orders are fulfilled by our pharmacy partners, BSM Healthcare Ltd (Company Reg. 08515600) and Red Label Medical Ltd (Company Reg. 08676338). All information that appears on this website is intended for information purposes only and should be used to supplement, not replace, your relationship with your local healthcare professionals. You should consult your doctor if you think you may have a health problem or before you start taking a new medicine. Please ensure you always read the information leaflets supplied with any medicinal products. For more information see our policies and terms and conditions at the bottom of every page. © 2017 Total Health Ethos Limited. All rights reserved.
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