Refund Policy

Refunds are made to the original payment card only, via the payment gateway (e.g. Sagepay). May take up to 5 working days to appear.

Prescription medicines: No cooling-off right applies. Once a Clinical Assessment is completed, you cannot cancel.

Test kits & non-prescription goods: 14-day cancellation right from delivery. Must be unused/unopened.

Sealed hygiene items: Cannot be returned once unsealed.

Cancellation deadline: 14 days from delivery (or last delivery if split order). For services, 14 days from order date.

How to cancel: Via the Patient Advisory Team or your secure online account.

Return costs: At the customer's own expense, within 14 days of notifying cancellation. Prescription medicines should be returned to any pharmacy for destruction.

Refund reductions: If a Clinical Assessment was completed before cancellation, a standard admin fee may be deducted. Damaged/handled goods may also reduce the refund.

Refund timeline: Within 14 days of receiving the returned item, or cancellation request for services.

Delivery costs: Only standard delivery is refunded — not express or timed delivery charges.

Discount Codes: Only the amount actually paid after the discount is refunded; the code value is not refunded.

Clinician cancellations: If a clinician refuses treatment, a full refund is issued to the original card.

Wegovy®/Saxenda®/Mounjaro® specific: If BMI video not submitted within 6 weeks, prescription expires and a refund is issued. If BMI video shows ineligibility, full refund issued.

Faulty/damaged goods: Contact as soon as possible after delivery.