Return and Refund Policy

Directmeds Limited operates in accordance with applicable UK pharmaceutical wholesale

requirements, including Good Distribution Practice (GDP) guidelines and MHRA regulatory

expectations. This Returns Policy forms part of our supply terms and sets out the conditions

under which products may be returned and a refund issued.

1. General Principles

To maintain product quality, patient safety, and regulatory compliance:

• Returns are accepted only in accordance with this policy.

• All returned products must be fully traceable and handled in accordance with GDP

requirements.

• Directmeds Limited reserves the right to refuse returns or refund where compliance,

safety, or product integrity cannot be assured.

Personal Protective Equipment (PPE) supplied in error cannot be returned due to hygiene

and safety requirements.

Customers must check all deliveries promptly on receipt.

2. Circumstances Where Returns May Be Accepted

Returns may be authorised where:

• Incorrect products or quantities were supplied by Directmeds;

• Products were damaged in transit;

• Products are defective or faulty;

• Products are subject to an official manufacturer or regulatory recall;

• Limited cases of customer ordering error, subject to Section 7 below.

Authorisation must normally be obtained before returning goods.

3. Returns Procedure and Documentation

For all refund or return enquiries, please contact our customer service team:

Email: support@directmedslimited.co.uk

Phone: 07450 701 283

All returns must:

• Be processed via the designated Directmeds returns procedure by contacting us via

phone within 2 working days of receipt of goods.

• Where the error is attributable to Directmeds Limited, we will arrange collection of

the goods from the delivery address. Please ensure the parcel is securely packaged

and ready for collection. Once the collection has been scheduled, the courier’s

allocated time slot will be confirmed to you by email.

• Where the return arises due to a customer ordering error, the cost of returning the

goods will be the customer’s responsibility. Approved returns must be received by us

within 72 hours of return authorisation; otherwise, we reserve the right to refuse a

refund. For audit and traceability purposes, we strongly recommend that returns are

sent using a tracked and signed-for delivery service.

Orders to be returned to:

Returns should be sent to:

Directmeds Limited

852A Woodborough Road

Nottingham, NG3 5QQ

4. Product Condition and Storage Requirements

Except where defective, damaged, recalled, or supplied in error by us, returned products

must:

• Be unopened, undamaged, and in original saleable packaging;

• Have been stored continuously in accordance with labelled storage conditions and

GDP requirements;

• Have maintained full batch traceability;

• Not show evidence of tampering, misuse, or inappropriate storage.

Directmeds Limited reserves the right to inspect returned goods prior to refund approval.

5. Products Not Eligible for Return (If Ordered in Error)

The following products cannot normally be returned where incorrectly ordered:

• Specials, extemporaneous, unlicensed, or non-stock medicines;

• Refrigerated or temperature-controlled products;

• Decommissioned FMD medicines;

• PPE including gloves, masks, gowns, aprons, coveralls, and eye/face protection;

• Lateral Flow Device (LFD) kits;

• Any product where GDP-compliant storage conditions cannot be verified.

6. Time Limits for Returns

Unless otherwise agreed in writing:

• Returns of incorrectly supplied or ordered goods must normally occur within three

(3) working days of receipt after approved by Directmeds customer service team.

Directmeds Limited reserves the right to refuse returns submitted outside these timeframes.

7. Returns Due to Customer Ordering Errors

Certain products ordered in error may be eligible for return; however, the cost of return

postage will be the customer’s responsibility. To ensure full traceability and proof of delivery,

we strongly recommend that returns are sent using a tracked and signed-for service. Please

note that refrigerated or temperature-controlled products ordered in error cannot be

accepted for return.

8. Faulty, Damaged, or Hazardous Products

Faulty or damaged products must be reported promptly.

Additional requirements:

• Refrigerated items, or hazardous goods must normally be reported within one

working day;

• Hazardous items must be packaged in accordance with applicable safety regulations;

• Customers must inform the collection agent of any hazards or special handling

requirements.

Products requiring temperature control must have documented evidence of compliant

storage prior to return.

9. Falsified Medicines Directive (FMD) Compliance

In accordance with UK FMD safety requirements:

• Products bearing anti-tamper devices must remain intact;

• Products must not have been decommissioned prior to return unless permitted by

applicable regulation;

• Products that fail verification checks upon return will not be eligible for refund.

Returns from customers falling under Article 23 exemptions may be subject to additional

restrictions.

10. Product Recalls

Products subject to manufacturer or regulatory recall must be handled strictly in accordance

with recall instructions issued at the time. Directmeds will notify customers, if an affected

batch has entered the supply chain within the company. All customers should review the

product in a prompt manner and contact Directmeds for further instructions.

Typically:

• Products must be segregated immediately;

• Returns must follow authorised recall procedures;

• Refunds will be issued only where authorised by the manufacturer or licence holder

and within specified recall timeframes.

11. Refunds Approval

• Are issued only after inspection and verification of returned goods;

• May be refused where GDP compliance, product integrity, or documentation

requirements are not satisfied;

• May be subject to handling or administration charges where permitted under this

policy.

12. Customer Responsibilities Under GDP

Customers returning medicinal products must ensure:

• Appropriate storage and transport conditions were maintained;

• Full batch traceability is available;

• Products have not been falsified, tampered with, or compromised;

• All regulatory obligations relating to medicines handling have been observed.

13. Policy Updates

Directmeds Limited reserves the right to amend this Returns Policy to reflect regulatory,

operational, or safety requirements. The latest version will always apply to current

transactions.