Prescription policy

We dispense prescription medicine only against a valid prescription issued by a licensed prescriber, or after completing a telehealth consultation through our service. This applies to every order, without exception, regardless of the country you are ordering from.

We accept the following:

• A clear photo or scan of an original paper prescription.
• An electronic prescription sent directly by your clinic.
• A repeat prescription, provided it is still within its valid period.

Uploads can be added at checkout or emailed afterwards through our contact page. Images must show the prescriber's name, the medicine, the dose and the date it was issued.

If you do not already have a prescription, some products offer a telehealth consultation as an alternative route. An independent licensed prescriber reviews your answers and decides whether to issue a prescription. A consultation does not guarantee that a prescription will be issued.

Before any prescription order is dispensed, our supervising pharmacist checks that the prescription is genuine, that the dose and quantity are appropriate, and that there is no obvious interaction with anything else you have told us you take. The pharmacist may contact you or the prescriber directly to confirm a detail before releasing the order.

We may decline to dispense an order if the prescription cannot be verified, appears altered, has expired, or if the pharmacist judges dispensing to be unsafe. When this happens we contact you to explain why, and any amount already paid for the declined item is refunded.

We do not supply controlled substances or other medicines subject to special narcotics licensing. If a product cannot be lawfully shipped to your country, it will be removed from your order and you will be told before dispatch.

Quantities are limited to what is reasonable for personal use over the period covered by your prescription. Many countries apply their own rules on personal importation of medicine, for example a maximum number of months' supply per shipment. You are responsible for checking the rules that apply in your destination country before ordering.

A prescription is valid for the period stated by the prescriber or, where none is stated, for the period set by the relevant health authority. We will not dispense against an expired prescription. If you need a refill, send an updated prescription or start a new telehealth consultation ahead of running out.

You are responsible for giving us accurate information about your health, current medicines and allergies, for storing medicine as directed once it arrives, and for speaking to a healthcare professional if your symptoms change or do not improve.