Service Levels for Prescribers and their Patients
In most cases, APC Labs endeavours to compound and dispense medication within 24 hours of receiving the order from the prescribing clinic. During busy periods or if a non-compounded item is not readily available, this timeframe may extend to up to three working days from the order placement, depending on manufacturer availability.
Upon receipt of payment, APC Labs will provide an estimated dispensing date. Please be aware that delivery times are separate from the dispensing process.
Payment Procedure for Medication
APC Pharmacy customises medication based on individual prescriptions. Due to this personalised service, prescribing clinicians are required to pay for their patients’ medications prior to compounding, and orders cannot be cancelled once payment is processed. Once payment is received, the order enters production, and APC Labs cannot authorise refunds.
Payment is made when checking out and submitting a patient’s order. With your permission, APC Labs securely stores payment card details on a third-party system at the checkout. During subsequent orders, APC Labs cannot view full card details but can quickly process payment by entering the relevant security code. Receipts will be emailed following payment.
Medication Delivery
APC Labs operates without a retail outlet, processing all orders via the website. Once dispensed, medications are dispatched to the patient or prescribing health practitioner using the agreed-upon delivery method.
For UK deliveries via first-class post, patients are advised to allow two weeks from the dispensing date before contacting APC Labs regarding non-receipt. If the medication has not arrived by this time, APC Labs will issue replacements as well as investigate the whereabouts of the missing package.
Please note, we only operate within the UK and will not dispatch to customers outside of the UK.
Refund Policy
APC Labs is governed by the General Pharmaceutical Council guidance and so does not offer refunds on dispensed medication. Once medication is dispensed, it cannot be reused and must be disposed of appropriately.
If a patient finds the medication objectionable, they should first discuss this with their prescribing clinician. In cases where Specialist Pharmacy dispenses medication incorrectly, i.e., not as prescribed by the prescriber, a full refund will be issued if notified of the error within three weeks of dispensing.
APC Labs provides prescribing clinicians with detailed information on product ingredients, highlighting potential allergens. Upon the doctor’s request, APC Labs may adjust ingredients to accommodate specific allergies prior to compounding.
