You have the right to cancel your order up until the point that the pharmacy has dispatched the treatment. If the order has been sent for dispatch it is unable to be cancelled. Following dispatch, we do not offer refunds or returns on medicines unless the item is damaged and unusable. This is because we cannot resell items that have been delivered to another customer and have been returned.

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.

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.

Please note that the £40 admin charge will be waived if the clinician rejects your request due to medical record unsuitability.

There is a £5 charge for any orders cancelled due to identity documents not being provided. Our ID check partner conducts automatic checks to ensure the identity of each patient upon an order. If your identity cannot be confirmed we request your ID documents. If these are not received within 6 days, your order is cancelled with a £5 charge.

Non-medical products

You must send back any non-medical items that you would like to return in their original packaging, unopened, and in sellable condition. We will be unable to issue a refund if the returned item does not comply with these requirements.

If the return request is your decision (for example, due to a change of mind), then you will be liable for the return postage cost.

You must notify us of your intended return within 7 days of receiving the order, if these conditions are satisfied you have 7 days to return the product to us after the refund request has been approved. Once the item has been delivered and examined by a member of our team, a refund will be approved using the same payment method. Please note that refunds back to your payment card may take up to 10 business days.

Please contact us at with details of your order and the reason for the return to initiate a return process.