Return, Refund Exchange and Cancellation policy

In order of guarantee 100% satisfaction of our customers, we at PAINMEDUK strive to make the process of returns, refunds, exchange and cancellations easy and quick.


Cancellations by us – In case order has to be refunded due to any issue from our side (unavailability of stock, unavailability of delivery at a certain pin code, product damaged or lost in transit etc), full refund without any deduction is processed within 2-3 business days.

We try our best to provide superior packaging in corrugated box with foam and bubble wraps to prevent damage to the product while in transit, avoid delays in delivery and maintain proper inventory. So such cancellations are rare.

Cancellations by you – Customer reserves the right to cancel any order before or after it is shipped.

To request cancellation, you need to mail us at or or click the live chart icon on our site for customer service with your order number.

Any prepaid payment made by the customer for such cancellations will be refunded back to the customer through the original mode of payment in 2-3 business days maximum based on 2 cases:-

a)Before order is shipped – Any such cancellation requested by customer due to issue from their side (Do not want the product anymore, purchased by mistake etc), refunds are processed instantly/ in 2-3 business days as per payment mode. For orders of amount more than 10,000 GBP, there may be deduction of 2% transaction fee(charged by bank, not us).

b)After order is shipped – These cancellations due to issues originating from buyer side (Wrong product ordered in haste, going out of station, my dog ran away etc), refund will be processed after deduction of 2% transaction fee + shipping fee for heavy-weight products. Same is the cases for orders especially heavy weight items with incorrect mobile number/ address. Such parcels may get RTO(Return to origin) and 1 way shipping fee may be charged before refund for heavy weight parcels.

PAINMEDUK Return/ replacement/ exchange

a)Damaged goods/ wrong product received– In case product shipped is received as damaged / wrong product shipped/ short expiry which again is very rare, we arrange for immediate return and replacement/ refund without return as per customer choice.

For some pin codes where pickup facility is available, we pick the wrong/ damaged item from customer’s premises and the customer is given the choice of either refund/ replacement as his/her discretion. In case customer location is very remote with no pick-up facility available, customer needs to ship the item back to us to be eligible for a refund. All refunds are processed within 2 business days without any deduction. Costs conceded by customer in case of sending back where pickup facility is unavailable are also reimbursed by us in addition to the order amount.

b)Customer remorse – For consumable products where right undamaged product is delivered, return/refund won’t be given if product seal is opened by customer to try it and then want to initiate return. If seal is intact or parcel unopened, we will take return and refund in most cases.

How do I return?

  • Enter your order number and email address in the fields above and click Start
  • Follow the instructions and select the items you want to return
  • You will get a confirmation email with the shipping guidelines once the return request is approved

What items are returnable?

You can return your items within 14 days of receipt of your shipment.

  • They must be in original condition
  • Unused
  • In the original packaging

Free gifts or promotional items are not returnable!


Are there any charges for return?

  • There are no charges for return due to merchants mistakes.
  • Original shipping charges are non-refundable
  • You are responsible for the charges of the return shipping

How soon will I get my refund?

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 2 hours.
refund policy dihydrocodeine

PAINMEDUK Refund policy

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you 14 calendar days from the date you received or collected your complete order to notify us of items you are not completely happy with.

We must receive any item you return to us within 14 calendar days of your notification to us of your intention to return the item(s). The Customer is responsible for any postage incurred in returning the items to us (unless we made a mistake with your order).

Items must be returned in the condition you received them, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons.

The consumer Contracts (Information, Cancellation and Additional Charges) Regulations give us the right to reduce the amount of refund that you receive, in the event that non faulty items being returned are damaged or used in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.

To return items by post please repackage them carefully and return them to:


169 Drury Ln,

London WC2B 5QA,

United Kingdom

We recommend to obtain a “Proof of Postage”.
Always contact us at for instructions before posting any package to us.

The Consumer Rights Act 2015 allows you to claim a refund on faulty goods within 30 days of receipt. In some cases we may offer to replace or repair the item free of charge: if the first repaired or replacement item we supply also turns out to be faulty then you can claim a refund at this point.

Your refund will be processed once we receive your returned items. Refunds are credited to the original account you paid with and will take up to 2hours to be credited to your account, depending on your card provider.

Refund exclusions

Unfortunately, you cannot return medicines, including prescription medicines, or anything that has a hygiene seal that has been broken. You have the right to reasonably inspect your items as you would in a shop, but you cannot return items that you have used, unless you are returning them because they are damaged or faulty.

Remember that unused medicines cannot be recycled: Even if you never open them, once medicines have left the Pharmacy, they cannot be recycled or sold to someone else.


Our maximum liability for our failure to fulfil an order that we are legally bound to fulfil will be limited to the price paid by you for that order.

These terms are in addition to our standard terms and conditions of sale.