Damage and Loss

Patient Refund Information

Please be advised that DeliverMyPrescription captures your payment information during the checkout stage and pre-authorises the payment. However, we will not charge you until your requested prescription has been successfully collected by your courier.
If you are issued a refund for the loss or damage of your order, this amount will be reimbursed directly to the payment method you entered at checkout.

If your pharmacy rejects your prescription request, you should be contacted with a reason for rejection alongside a request for any additional/alternative information (if applicable). We encourage you to provide this information to your Pharmacy directly to allow them to dispense your medicine.



If DeliverMyPrescription is informed of the loss of a shipment directly by your courier, you will receive an automatic credit for the full value of your shipment (up to £10, as per our insurance policy). If your prescription has not arrived within 3 days of your (due) delivery date, you are encouraged to visit our Help Centre, click "Submit a ticket" and select ticket type "My prescription has not yet arrived". You should include some key identifiers (e.g. name, collection date) in your email that will enable a member of the DeliverMyPrescriptioin team to review your case as accurately and quickly as possible. If we are able to verify the loss of your shipment with our courier partners, you will be eligible for a refund. Please note that, as per our insurance policy, DeliverMyPrescription is only able to reimburse up to a value of £10 per shipment. It may take up to 30 days to verify the loss of a shipment with the courier.


If your prescription arrives damaged in such a way that it is no longer useful, you should visit our Help Centre, click "Submit a ticket" and select ticket type "My prescription is damaged". You should include comprehensive photos of the damage such that a member of the DeliverMyPrescription team can review your case.If we are able to verify the damage caused to your prescription with our couriers, you will be eligible for a refund for the cost of shipping. It may take up to 30 days to verify the damage sustained to the prescription with the courier.