Returns and Refunds Policy

Our pharmacist supplies prescription-only medicines to you personally, after assessing your consultation, so the 14-day right to cancel in section 3 does not apply to them. Once dispatched, they cannot be returned or refunded, even if the packaging is unopened, because a medicine that has left the pharmacy cannot go back into stock. This includes medicines sent in insulated packaging.

You can cancel any order before it is dispatched, for a full refund.

If an item arrives damaged, faulty or warm when it should be cold, or is not what you ordered, we will replace it or refund you in full. Please tell us as soon as you can, ideally within 48 hours of delivery, at hello@withsolira.com, with your order number and photos where possible. Do not use a medicine that arrived damaged or warm; your pharmacist will tell you what to do with it. This does not affect your statutory rights.

Some of the medicines we sell are pharmacy medicines, which our pharmacist supplies after a pharmacist consultation without a prescription. For these, and for sharps bins, you have the right to cancel within 14 days of the day you receive your order, without giving a reason. If you are not sure which kind of medicine you have, email us and we will tell you.

A medicine must be unopened with its seal unbroken: once the seal is broken it cannot be returned, for health protection reasons. A sharps bin must be unused.

To cancel, tell us before the 14 days are up: email hello@withsolira.com, write to us at the address in the form below, or use the cancellation form in section 5. You do not have to use the form. Then send the items back to us within 14 days of telling us. Return postage is yours to pay unless an item is faulty or not what you ordered.

We refund what you paid for the items you return, and the delivery charge if you cancel the whole order, to the way you paid. We send the refund without delay, and no later than 14 days after we receive the items back or you show us you have sent them, whichever is sooner.

You can cancel an order for supplements, from our shop or added to a treatment order, within 14 days of the day you receive it, without giving a reason, as long as the items are unopened with their seals unbroken. Opened supplements cannot be returned, for health protection and hygiene reasons, unless they are faulty. To cancel, follow the steps in section 3: the same return postage and refund rules apply.

You can copy this form into an email or print it. You do not have to use it: any clear message that you want to cancel is enough.

Email hello@withsolira.com with your order number, what happened, and photos where you can. We reply within 2 working days.

We refund to the way you paid. It reaches you within 5 to 10 working days, depending on your bank.