If you’ve ordered the wrong medication (for example, Wegovy instead of Mounjaro or vice versa), you must contact our Patient Care Team immediately.
Important: We can only help if you contact us before your order is clinically approved and dispatched. Once an order has been clinically approved and/or dispatched, we may be unable to cancel or make changes.
If you contact us before clinical approval and dispatch, there may be two options:
Option 1: Site voucher
We can cancel your order and issue a site voucher for the amount paid.
Once you complete a new assessment for the correct medication and strength, you can use the voucher at checkout to place your new order without waiting for a bank refund.
Option 2: Full refund
We can cancel the order and issue a full refund to your original payment method. Refunds usually take 5–10 working days to appear (depending on your bank). You can then place a new order for the correct medication after completing a new assessment.
Why there’s a cut-off
Under UK medicines regulations (MHRA), dispensed medication cannot be reused or resold, even if unopened or sealed. For this reason, we can’t accommodate patient-requested cancellations, changes, or refunds once an order has been clinically approved and dispatched, unless required by our clinical team for safety reasons.
How to contact us
Email customerservices@simpleonlinepharmacy.co.uk as soon as possible and include your order number (SOP...) and the medication you intended to order.