Patient Guide

If an order is cancelled or adjusted after you've been charged, you may be due a refund. Here's how refunds work on Horizon and where to see them.

How refunds are paid

Refunds are sent back to the payment method you originally used — your card, or Afterpay if you paid that way. You don't need to provide bank details or fill in any forms; the pharmacy or the Horizon team processes it for you.

Where to see your refund

Open the order from your order history and look at the payment summary. If a refund has been processed you'll see it listed there:

A fully refunded order will also show a refunded status on the order itself.

How long does it take?

Once a refund is processed on our side, the money is on its way — but banks and card providers take time to show it in your account. Timing varies between banks; a few business days is common with some service providers taking up to 10 business days. If you paid with Afterpay, the refund is applied to your Afterpay plan and any remaining instalments are adjusted by Afterpay.

If it hasn't arrived

Remember, the amount you were originally charged is always visible on the order, so you can easily check that the refund matches what you expect.