Refund and Returns Policy

Conditions of Sale and Refund


In the interest of prioritising safety and adhering to legal guidelines, we kindly inform you that once medicines have been dispensed and Shipped from Us, 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: 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 $8.00.


In regard to weight management orders or subscription-based orders, we would like to inform you that an administrative charge of $30 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.

Please note that the $30 admin charge will be waived if the clinician rejects your request due to medical record unsuitability.

Regarding non-weight management orders, any cancellation request made after the agreed-upon delivery time will not be eligible for a refund if the item has already left the dispensary. However, if the item has been dispensed but remains in the dispensary, a $5 admin fee will be deducted for issuing the prescription and dispensing process.

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 this agreement.

Any fees incurred, such as chargebacks by the bank, will be recoverable in addition to the fees owed by yourselves. We reserve the right to use debt collection services if necessary to recover these outstanding amounts.

We greatly value your cooperation and are committed to providing you with the highest level of service. Should you have any further inquiries or require clarification, please do not hesitate to contact us.

Happy Shopping With Us