Delivery & returns
1. Delivery
| Delivery service | Royal Mail Tracked 24 |
| Estimated delivery | Next working day in most cases, 2 working days at most |
| Cost | Free on all orders |
| Delivery area | United Kingdom only |
Orders are dispatched once your consultation has been reviewed, your treatment has been approved by a prescriber, and your prescription has been dispensed. We aim to dispatch any orders made before 3pm the same day, any orders made after 3pm will be dispatched the next working day.
Delivery estimates are calculated from the date of dispatch, not the date of order. Working days are Monday to Friday, excluding UK bank holidays.
We currently ship to UK addresses only. We are unable to deliver to BFPO addresses, PO boxes, or addresses outside the United Kingdom.
2. Tracking your order
All orders are sent via Royal Mail Tracked 24, which includes full tracking. You will receive a dispatch confirmation email with your tracking number once your order has been shipped.
You can track your delivery at royalmail.com/track-your-item or through the Royal Mail app.
3. Packaging
All orders are sent in plain, unmarked packaging. There is no external branding, no indication of the contents, and no reference to GRWTH or the type of treatment inside. Your privacy is a priority.
4. Delivery problems
Order not arrived
If your order has not arrived within 3 working days of dispatch, please check your tracking information first. If tracking shows the item as delivered but you have not received it, or if tracking has not updated, contact us and we will investigate with Royal Mail.
Damaged or incorrect items
If your order arrives damaged or you receive the wrong item, contact us within 7 days of delivery. We will arrange a replacement or refund at no cost to you. Please do not dispose of the item until we have advised you on next steps.
Failed delivery
If Royal Mail is unable to deliver your order, they will usually leave a card with instructions for collection or redelivery. If the item is returned to us after a failed delivery, we will contact you to arrange reshipment.
We are not responsible for delays caused by incorrect address details provided at checkout. Please make sure your delivery address is accurate and complete before placing your order.
5. Returns
Medicinal products
Prescription and pharmacy medicines cannot be returned once dispensed. This is a legal requirement — once a medicine has left the pharmacy, it cannot be accepted back or resold for safety reasons. This applies to all prescription treatments and pharmacy-only medicines supplied through our service.
This is in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which exempt medicinal products from the 14-day cancellation right.
Non-medicinal products
Non-medicinal items such as vitamins and supplements may be returned within 14 days of delivery, provided they are:
- In the original packaging.
- Unopened and unused.
- In a condition fit for resale.
To start a return, contact us at [email protected] with your order number. We will provide a return address and instructions.
Return postage costs are your responsibility unless the item is faulty or incorrect. We recommend using a tracked postal service, as we cannot be responsible for items lost in return transit.
Items that cannot be returned
- Any prescription or pharmacy medicine.
- Non-medicinal products that have been opened or used.
- Non-medicinal products not in their original packaging.
- Items returned after the 14-day return window.
6. Refunds
| Scenario | Refund |
|---|---|
| Treatment not approved by prescriber | Full refund for the treatment element of your order |
| Order cancelled before dispensing | Full refund |
| Damaged or incorrect item | Full refund or free replacement |
| Non-medicinal product returned (eligible) | Product cost refunded, excluding return postage |
| Dispensed prescription medicine | Not eligible for refund |
Refunds are processed to your original payment method. Please allow up to 10 working days for the refund to appear in your account, depending on your bank or card provider.
7. Contact us
If you have a question about your delivery or need to arrange a return, get in touch:
| [email protected] |
We aim to respond to all enquiries within 1 working day.