Cancellations & Refund Policy

 

Verification Process
Upon completing your initial eligibility assessment, you will be required to submit one form of identification (a valid UK passport or driver’s license) and complete a liveness check. In most cases, verification takes less than 1 minute, though it may take longer in some instances. Once verified, you can proceed to purchase your prescription medication. Re-verification will not be required for future re-orders.

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Assessment and Eligibility Review
After successful assessment and verification, if you are deemed eligible for treatment, you may proceed with purchasing your medication. However, your information will be reviewed by our Prescribers to make a clinical decision on your prescription. If the Prescriber determines that you are not suitable for the treatment—even if you were initially deemed eligible—you will be entitled to a full refund. We will inform you within 48 hours of completing the assessment if you are not suitable for the treatment. If you do not hear from us within this timeframe, you can assume you are eligible.

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Order Confirmation and Refunds

• If you have completed payment and received an order confirmation, but are informed within 48 hours that you are not suitable for treatment, you are eligible for a full refund.

• If 48 hours pass without hearing from us about your eligibility, your order will be processed.

 

Cancellations After Prescription Creation

• If you cancel your order after the Prescriber has created and dispensed your prescription, but before the order has been fulfilled and dispatched by our partner Pharmacy, a 25% administrative fee will be charged, and you will receive a refund of 75% of your order total.

• If your order has already been fulfilled and dispatched by our partner Pharmacy, you may not be eligible for a refund.

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Returns and Refunds
Refunds or returns will only be accepted under the following circumstances:

• A dispensing error has occurred

• The medication is faulty upon receipt

• The customer is deemed ineligible for treatment

• The customer experiences uncontrollable side effects

• Returns for any other reasons, including a change of mind, will not be accepted once a prescription is created and dispensed.

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Damaged Medication
If the medication arrives damaged, it is the customer’s responsibility to provide relevant documentation, including photographs, for us to investigate. A refund will only be processed after the investigation is completed. Please refer to our Shipping Policy for more details.