Delivery Information
We have partnered with Royal Mail to offer delivery options for orders placed through Totiva Health. Royal Mail is one of the UK's most recognised postal service providers. On the delivery day, Royal Mail may send you a delivery window, usually spanning four hours, in the morning.
All medicines are delivered discreetly using plain packaging.
Royal Mail offers limited services on Sundays and public holidays. This will be reflected in the estimated delivery times provided during checkout and should be considered when placing an order. Estimated delivery timeframes are not guaranteed. Delivery may be delayed by factors outside our control, including courier delays, Royal Mail delays, weather, strikes, stock issues, clinical review times, payment issues, incorrect address details or failed delivery attempts.
You are responsible for ensuring that the delivery address you provide is accurate and complete. We are not responsible for delays, failed deliveries or losses caused by incorrect or incomplete delivery information provided by you.
If you are away during a delivery attempt, the Royal Mail courier may leave a notification card. This card should include information on where to collect your parcel or how to arrange another delivery attempt. You may be able to arrange redelivery as soon as the following business day through the link on the card or through your parcel tracking link.
Additional charges may apply for redeliveries. If you do not arrange for collection or redelivery of the package in time then the item may be returned to us and we reserve the right to decline to dispatch it again if this is not deemed clinically safe or appropriate, or to apply additional charges to do so.
If you have indicated a safe place for delivery or designated a neighbour to receive your parcel, delivery will be deemed successful once the parcel has been delivered to that safe place or neighbour. We cannot be responsible if it subsequently goes missing.
If the delivery is to a multi-occupancy building, such as an apartment block, delivery will be deemed successful if the parcel is delivered to a communal delivery area such as a post room. Once delivered there, we cannot be responsible if it subsequently goes missing.
For temperature-sensitive medicines, you must retrieve and store the medicine promptly after delivery and follow any storage instructions provided. You should not use a medicine if you believe it has been stored incorrectly, exposed to unsuitable temperatures, damaged or tampered with. Contact us for advice if this happens. We cannot be responsible for any failure to retrieve and store a medicine promptly after delivery.
Risk of loss or damage to products passes to you once the products have been delivered to the address, safe place or recipient specified by you, subject to your statutory rights.
Cancellation, Refund and Return Policy for Medicines
Your health and safety are important to us, and we want to ensure that you receive medicines of the appropriate quality. Due to legal and health regulations, we are unable to accept returns or exchanges of medicines once they have left the pharmacy. This is because we cannot guarantee the safety and efficacy of returned medicines, and returned medicines cannot be reused for other customers.
If you have unwanted or unused medicines, please do not dispose of them in the bin or flush them down the toilet. Instead, please take them to any local pharmacy for safe and environmentally responsible disposal.
If you have placed an order for medicines to be delivered by post, you can cancel your order at any time before your medicine is dispatched. To cancel, please contact our customer service team by email at hello@totiva.co.uk or phone at +44 (0) 20 3535 8993 and provide your order number and details. We will process eligible cancellation requests and issue a full refund to your original payment method within 14 days.
We cannot cancel or refund your order once your medicine has been dispatched, unless the medicine is wrong, damaged, faulty, or the packaging appears to have been tampered with. It is your responsibility to ensure that someone can receive the medicine at the delivery address. We are unable to provide refunds for missed deliveries where delivery has been attempted or completed in line with the delivery instructions.
If you have been provided with the wrong prescription-only medicine, or if the packaging is damaged or appears to have been tampered with when you receive it, please let us know immediately and do not use the medicine. We will advise you on appropriate disposal and re-ordering. If you have paid for your medicine, you will be refunded any amounts due where the prescription-only medicine is wrong, damaged, or faulty.
You are not otherwise entitled to cancel an order for a prescription-only medicine and receive a refund because you have changed your mind.
Refunds
Where a refund is approved, we will initiate the refund to your original method of payment. The time it takes for the credit to appear will depend on your card issuer or payment provider.
Contact Us
If you have any questions or concerns about your order, please contact us. We are here to help.
Email: hello@totiva.co.uk
Phone: +44 (0) 20 3535 8993