Skip to main content
ELOQUENCE FINE OFFER
PDO THREADS 50% OFF
CLICK & COLLECT

FAQ’s

WHAT IS REFINE PHARMA?

Refine Pharma are a registered pharmacy, specialising in aesthetics and cosmetics. We will provide you with only the best CE certified pharmaceutical products. We’re a one stop shop for all your pharmaceutical needs. All our products are created using tried and tested ingredients and methods, ensuring you receive incredible results.

WHAT ARE THE BRANDS YOU SELL?

We sell leading brands in the industry, including Galderma, Allergan, Eloquence, and Teoxane. There are many more, so browse through our products to find what’s right for you.

WHY SHOULD I BUY THESE PRODUCTS?

Our online pharmacy aims to provide you with a reliable and convenient service, with a quick turnaround from ordering to delivery. Our products are sold at incredible prices and will give you top quality results.

My Prescription System

How do I link my account with my prescriber?

Click on the My Account section at the top right of the page. Then Click on the My Prescribers section which can be found on the left-hand side of the page. (The eight section on the list). Here you will see an area to INVITE PRESCRIBER. Fill in your prescriber’s email and press the Submit Button. This will send a message to your prescriber. You can track the progress of your request underneath, in the Outgoing Invites section. It will say Pending. Once your prescriber has confirmed your request the Status will change to Accepted.

How do I add a patient?

There are two areas where you can add a patient. The first area is the Patient Details tab which is the 9th. Section on the left-hand side of the My Account page. This is how you get there. Click on the My Account section at the top right of the page. Then Click on the Patient Details section which can be found on the left-hand side of the page. (The ninth section on the list). The Patient list is a drop-down section containing all your patients. You can also add a new patient by filling in the Patient details section and then pressing the Save Button on the bottom right.

How do I buy an item without a prescription?

Add all your non-prescription items to your basket. Then hover over the basket (top right) and pick checkout. Fill in your billing details if need be. Pay for the items.

How do I buy items on a prescription?

Add all your items to your basket. Then click on the basket (top right). Confirm your method of shipping. Select your patient from the drop-down menu (or add a new patient). Select your prescriber from the drop-down menu. Click the Green Create Prescription Button. Now wait for your prescriber to create the prescription. You can check the status of the prescription by navigating to the My Prescriptions Section. To get here, – click on My Account. Then click the My Prescriptions tab which is on the bottom left of the column of sections. Here you will find your prescriptions. Once your prescription is approved you can go ahead and purchase the items.

I do not have a prescriber; can I still use your website?

Yes, you can buy non-prescription medicine. We may also be able to find you a prescriber if you need one. Just contact the office.

Where are my Prescriptions?

You will find your prescriptions in the My Prescriptions section found on the left-hand side of the page. To get here, click on the My Account. Then click the My Prescriptions tab which is on the bottom left of the column of sections. Here you will find your prescriptions. Once your prescription is approved you can go ahead and purchase the items.

How do I check whether my prescription has been approved by my prescriber and is ready to purchase?

Navigate to the My Prescriptions Tab. Here you will find all your prescriptions. The status of the prescription will be shown here.

Can I have more than one prescriber?

Yes. If your prescriber is registered with Refine Pharma, you can have 2 prescribers. This may increase in the future.

Can I buy items without a prescription?

Yes. If the items are not Prescription Only Medicines (POM).

Which items are POM medicines?

Generally, POM medicines will include any of the botulinum products, e.g., Botox, also things like saline and antibiotics.

Does the website tell me which item is a POM?

Yes. Each item has a legal category. This is usually found under the “Add to Basket” button. If it says POM, then you need a prescription.

Why does the same item cost more when I do not have a prescription?

Prescriptions are exempt from VAT. So, if you have a prescription, the item will be 20% cheaper than if you do not.

I am a Prescriber. Where can I find a list of prescriptions that need approving?

Click on the My Account section on the top right. Now navigate to the left-hand side and click on the My Requests section. Here you will see a list of all your requests. You can click on the status and change it to Pending (or Purchased/Cancelled/All).

Prescription Help Videos

Delivery:

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

We have a few different shipping methods to choose from. The delivery option selected will affect when your order will arrive. Read our delivery options below, to find out more.

WHAT DELIVERY OPTIONS ARE AVAILABLE?

UK Mainland – All orders placed before 3pm Monday – Thursday will be sent the same day for Next Day delivery via DPD (To be delivered any time between 7am – 7pm) – Excluding Saturdays, Sundays & Bank Holidays.

Northern Ireland – All orders placed before 2pm Monday – Thursday will be sent the same day for Next Day delivery via DHL (To be delivered any time between 7am – 7pm) – Excluding Saturdays, Sundays & Bank Holidays.

Next Working Day Delivery 10.30 – All orders placed before 3pm Monday – Thursday will be sent the same day for Next Day 10.30 delivery via DPD (To be delivered between 7am – 10.30am) – Excluding Saturdays, Sundays & Bank Holidays.

Next Working Day Delivery 12.00 – All orders placed before 3pm Monday – Thursday will be sent the same day for Next Day 12.00 delivery via DPD (To be delivered between 7am – 12pm) Excluding Saturdays, Sundays & Bank Holidays.

Saturday Delivery – All orders placed before 3pm Friday will be sent the same day for Saturday delivery via DPD (To be delivered Saturday between 7am – 7pm).

Saturday Delivery 12.00 – All orders placed before 3pm Friday will be sent the same day for Saturday 12.00 delivery via DPD (To be delivered Saturday between 7am – 12pm).

Saturday Delivery 10.30 – All orders placed before 3pm Friday will be sent the same day for Saturday 10.30am delivery via DPD (To be delivered Saturday between 7am – 10.30am).

All orders placed on Thursday after 3pm will be sent Next Day via DPD (To be delivered Monday between 7am – 7pm) Unless Saturday Delivery or Sunday Delivery has been selected. If your order contains fridge lines it will not be sent out until Monday, to be delivered on the Tuesday, unless Saturday or Sunday delivery is selected.

PARCEL PROTECTION OPTIONS

We offer Parcel Protection on all parcels for an additional fee of £7. This covers your order when in the hands of the courier. If you purchase Parcel Protection and your parcel is damaged, lost or delayed, Refine Group will replace the goods as quickly as possible.

If you choose not to take out Parcel Protection, you will need to open an investigation with DPD. This can be a lengthy process, sometimes taking several weeks, with no guarantee of the full refund. DPD will only insure your parcel up to the value of £100 if Parcel Protection isn’t chosen. This is DPDs policy, and the refund will come from DPD, not Refine Group. You can choose Parcel Protection at the checkout.

We highly recommend that customers purchase this additional cover, as we will immediately send out a replacement if the parcel is lost and parcel protection is chosen.

Orders:

OUR PRICE MATCH GUARANTEE:

If you find a better price on another reputable website, we will match it. Contact us via WhatsApp, by clicking on the live chat icon, email: sales@refinegroup.co.uk or phone: 0161 706 1247

RETURNS AND REFUNDS

RETURNS:

If you receive a faulty or unfit for purpose product, please do NOT dispose of the product. If the product is disposed of, Refine Group will not be able to refund or replace the product. We cannot accept any returns that come back without secure packaging. Please contact us via telephone: 01617061247 and email: sales@refinegroup.co.uk so that we can advise you with the next steps.

We will not be able to accept any returns, unless the item is deemed faulty, incorrect, or not fit for purpose. Once products have left our supply chain, we are unable to ensure that the products are of acceptable quality and have been stored as per manufacturer’s advice. Apologies for any inconvenience caused.

Once an order has left our warehouse, we are not responsible for any changes made by the customer to the courier service. We strongly advised that you are in on the day of delivery, and do not select to leave the parcel in a safe place, due to the nature of the products.

REFUNDS:

Any products that are returned to Refine Group by the courier will automatically be refunded. The courier will attempt to deliver 3 times. If they are unable to deliver, they will return the product to us. This will result in an automatic refund of the purchase. If you still require the products, you will need to place another order.

We encourage you to purchase Parcel Protection, which is an additional £7. This covers your order when in the hands of the courier. If your parcel is lost, and you have taken out Parcel Protection, Refine Group will send out a replacement ASAP.

If your parcel is lost, damaged, or delayed, and you choose not to take out Parcel Protection, you will need to open an investigation with DPD. This can be a lengthy process, sometimes taking several weeks, with no guarantee of the full refund. DPD will only insure your parcel up to the value of £100 if Parcel Protection isn’t chosen. This is DPDs policy, and the refund will come from DPD, not Refine Group. You can choose Parcel Protection at the checkout.

We highly recommend that customers purchase this additional cover, as we will immediately send out a replacement if the parcel is lost and parcel protection is chosen.

PLEASE NOTE: During busier times of the year, we cannot always ensure that the courier will deliver your parcel during the chosen time slot. This is out of our hands and control, though we will always try our best to ensure that your parcel is sent out and received on time.

Payments:

HOW TO MAKE A PAYMENT?

Once you have arrived at the checkout you can select your payment option. The options available are credit or debit card, and Apple Pay.

To enter your card details, simply enter in the card number, expiry date and CVC code (3-digit code on the back of the card).

Pharmacy Services

Pharmacy Services are provided by:

The Healthcare and Aesthetic Pharmacy,
1 Guest Street, Leigh,
Greater Manchester,
WN7 2RP,
United Kingdom

GPHC Site Registration number: 9011857
Superintendent Pharmacist: Mr. Mohammed Mohanned Kamal Ahmad
GPHC Registration: 2070498

You can verify our pharmacy by clicking the link below:

https://www.pharmacyregulation.org/registers/pharmacy

You can also verify that our pharmacist is registered by the GPHC below:

https://www.pharmacyregulation.org/registers/pharmacist

We’re here for any other questions.

GET IN TOUCH