Secure Payments

We use Stripe to securely process online payments through Chrystalls Connect.

Depending on your device, order and eligibility, available payment methods may include:

• Major credit and debit cards
• Apple Pay
• Google Pay
• Klarna

Additional payment methods may be introduced in the future.

Your Payment Security

Our website uses SSL encryption to help protect information transmitted between your device and Chrystalls Connect.

Payment information is securely processed through our payment provider. Chrystalls Connect does not store your full credit or debit card details on our website.

When Is Payment Taken?

When you place an order, your payment method may first be authorised while your order is reviewed.

This allows our pharmacy team to check:

• Product availability
• Pharmacist approval where required
• Clinical suitability for medicines
• Any additional information needed before an order can be supplied

Once your order has been approved and is ready to be prepared for collection or delivery, the payment will be captured and the order processed.

If we are unable to approve or fulfil your order, the payment authorisation may be cancelled or released instead of being completed.

Your bank may temporarily show an authorisation as a pending transaction. The time taken for a cancelled or released authorisation to disappear from your account is determined by your bank or card provider.

Failed or Reversed Payments

Orders cannot be processed unless payment has been successfully authorised.

If a payment fails, is declined, reversed or cannot be captured, we may place the order on hold or cancel it.

Where appropriate, we may contact you to request an alternative payment method or provide further information.

Klarna Payments

Where available, Klarna may be offered as a payment option at checkout.

Klarna services are subject to Klarna’s own eligibility checks, terms and approval. Availability may vary depending on the order, customer and payment option selected.

Cancellations After Payment

If you change your mind, please contact us as soon as possible.

Where an order has not yet been approved or prepared, we may be able to cancel it before payment is captured or before fulfilment begins.

Once a medicine order has been approved and prepared for dispatch or collection, or has already been dispatched, we may be unable to cancel or refund the medicine simply because it is no longer wanted.

This does not affect your statutory rights where an item is faulty, damaged, incorrect or not supplied as agreed.

Refunds

Where a refund is due, it will be returned to the original payment method used for the order.

Once we have processed the refund, it may take several working days to appear in your account depending on your bank, card provider or payment service.

For full information about cancellations and refunds, please see our Refunds & Returns Policy.

Why We Authorise Payments Before Processing

Our payment process allows us to review eligible medicine orders before completing fulfilment.

This helps reduce the risk of taking final payment for an order that may later need to be declined because of clinical suitability, pharmacist review, stock availability or missing information.

Patient safety and appropriate supply come before processing an order.