REFUNDS AND RETURNS

In the interest of prioritising safety and adhering to legal guidelines, we kindly inform you that once medicines have been dispensed from our pharmacy, we are unable to accept returns. We sincerely apologise for any inconvenience caused and appreciate your understanding that returned medicines cannot be reused or resold. Should you possess any unwanted medicine, we kindly request that you responsibly dispose of it at a nearby pharmacy.

For orders scheduled for delivery via post, you have the option to cancel your medicine order until the point of dispatch. To initiate the cancellation process, please contact our dedicated Customer Care Team, who will be more than happy to assist you.

Prescription Surcharge for non-weight loss orders: In case you decide to cancel your prescription for non-weight management services after it has been issued but before the item has been dispensed and shipped, there will be a prescription surcharge of £7.00. There is also a £7 charge if the clinician cancels your order based on incorrect information provided to us or your information provided does not match your NHS Summary Care Record.

In regard to weight management orders or subscription-based orders, we would like to inform you that an administrative charge of £40 may apply under the following circumstances:

• If you request a refund or cancellation after submitting your treatment order.
• If you fail to attend a booked virtual consultation with or without notice.
• If your medical history or medication records, as found in your NHS summary care record, are undeclared or under-declared, resulting in the unsuitability of the requested treatment.
• If there is a discrepancy between your declared weight and height and the recorded weight and height in your NHS GP record, leading to treatment unsuitability.
• Your BMI is below 30 with no comorbidity or below 27 with a comorbidity (this does not include if you are already on a weight loss medication)

We have implemented these charges to cover the costs incurred by our clinical team in performing necessary regulatory checks when you request treatment from our registered UK pharmacy and clinical team.

As a consumer, you have the right to cancel a contract under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013 (“Regulations”) during the specified period. This means that within the relevant period, if you change your mind or for any other reason decide not to receive or keep the goods, you can notify us of your decision to cancel the contract and receive a refund. Please note that you can seek advice about your legal right to cancel the contract from your local Citizens’ Advice Bureau or Trading Standards office. However, due to health, hygiene, safety, and copyright reasons, this cancellation right does not apply to the following:

• Cosmetics, fragrances, hair accessories/products, products with security seals, food, confectionery, hosiery, and any medical products.
• Medicinal products or services that are either dispensed on prescription or available free under an NHS agreement.

If you provide false identification or use our prescribing service on behalf of another person, we reserve the right to charge you £10 for an identity check using LexisNexis. In case the automatic identity check does not pass, we will send you a reminder every 24 hours, up to 6 days, to ensure proper verification. If you fail to prove your identity after the automatic checks have failed or if you provide false information about your chronic condition that contradicts your GP’s record for non-weight management prescribing service, further action may be taken as per our policies. It is essential to maintain accurate and honest information to ensure the safety and efficiency of our services.