Reporting Missing or Incorrect Items in Your Order
At CloudRx, we work hard to ensure every package is accurately checked, securely packed, and delivered exactly as prescribed. We understand how important it is that you receive the correct medication on time, and we take any concerns about missing or incorrect items very seriously.
To help us investigate issues effectively, we have a 14-day notification policy. This means:
If there is a problem with your order, you must let us know within 14 days of delivery.
This timeframe is essential because:
- We can access accurate dispensing and packing records within this period.
- Courier tracking and parcel investigations can only be carried out within a limited time window, and 14 days ensures the evidence is still available.
- It allows us to resolve issues quickly and fairly, based on verified information.
Why we cannot investigate orders reported after 14 days
After 14 days, essential records such as dispensing checks, packing logs, courier data, and other audit trails may no longer be available. Without these records, we are unable to safely verify the contents of a past package, which means we cannot offer replacements or refunds for issues reported outside this timeframe.
What to do if you notice an issue
If you believe an item is missing or incorrect:
- Contact us as soon as possible at pharmacy@cloudrx.co.uk.
- Provide your order number, a brief description of the issue, and any relevant photographs.
- Our pharmacy team will begin an investigation and update you with the outcome.
We’re here to help
Our goal is always to provide a safe, reliable, and supportive service. If you ever have concerns about your order or medication, please reach out — the sooner you do, the more effectively we can assist.