Returns, Refunds & Cancellations

How do I return my order?

If something isn’t right or you have simply changed your mind, please contact us and we will start your returns process, subject to our returns policy and conditions. Please note do not allow prescription medication to be returned. This is because of safety concern reasons and we are not authorised to resell the medication. You can bring any unneeded or expired medication to your local pharmacy, and they will safely dispose of it.

When will I receive my refund in my account?

It normally takes up to 14 days for your refund to appear in your account after your order has arrived back with us.

Overseas Prescription Orders?

If you place any prescription order for overseas delivery this will automatically be rejected and you still will be charged a £10.00 prescription rejection fee. We only ship prescription items within the UK only.

Rejected Prescription Surcharge?

If your prescription was rejected for whatever reason, please note there will be a prescription service charge of £5.00. This also includes false/fraudulent information that you may have provided to try to pass and online consultation with the view to obtain a medication, you will also be charged if you fail to provide us with additional information when requested via email/phone from our prescriber.

How long do I have to return my order?

You have 14 days from the date of delivery to return your order.

Rejected Prescription & Cancellation Prescription Surcharge?

Prescription surcharge is what we charge if you decide to cancel your prescription once it’s been issued but before the items are dispensed or shipped, this fee is set at £5.00* (but £10.00 for all weightloss items and £10 for all TestoGels, TestoSachets & HRT) this also applies if the item is a special order or is awaiting to arrive back in stock due to shortages within the marketplace, which is out of our control.

GeneticTest Kits Cancellation?

All Genetic test kits are non-refundable and returnable as these are made at the laboratory and barcodes allocated specifically to your profile and order.

Blood Test Kits Cancellation?

All blood test kits are non-refundable and returnable as these are made at the laboratory and barcodes allocated specifically to your profile and order. If you cancel the test before its been issued by the lab then there will only be a £10 admin charge

Can I exchange an item?

We currently do not offer an exchange policy, once your order has been returned a refund will be issued.

Report damaged or missing item?

After Delivery/ Collection You have 48 hours after delivery to notify us of any damages/missing items Missing items must be checked against paperwork, the items you should you receive are noted on your delivery note. If this does not match your delivery you must note it on the paperwork and report it within 24hours. Please ensure your order is checked against your original order document. Any discrepancies for a free of charge replacement (images or videos may need to be sent to prove any damages or faults). Anything reported outside this time frame will unfortunately be chargeable. Once delivery has been made, we will deem the goods have been accepted/delviered. Faulty or damaged items will need to be returned back to the warehouse providing its been reported within 48 hours via email.

What is your returns policy?

We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense.

There are exceptions to our Refunds policy for certain items. Please note this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights.

For reasons of health, hygiene safety and copyright, we are unable to exchange or refund the following products:

• Perishable items (food, confectionery, baby milk)
• Medicinal products or services that are dispensed or purchased
• Items personalised or cosmetics
• Other perishable goods such as prescription medications, over the counter medications, eye drops, COVID tests cannot be returned.
• Unsealed products or items are worn next to the skin or hair

Please also note any medicinal products or services that are either dispensed on prescription or are available free under an NHS arrangement. The parcel should contain:

The item(s) you purchased that you wish to return in their original condition.• Your original delivery note with the returns section fully completed, clearly stating which item(s)you are returning and the reasons why you are returning the goods.

You will need to pay for the postage but we will supply a free postage label if we have made an error in our despatch or if the item received is faulty or unfit for purpose, We will also refund your delivery charge if you are an EU customer cancelling under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are not in and the package is returned to us, we will refund you minus the postage cost of £3.95, irrespective if you qualified for free shipping.

We are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged and obtain a proof of posting. Please allow at least two days for your goods to reach us.

Please note that we are not able to give exchanges for goods returned by post, and you should allow 14 days to receive your refund. Please safely dispose of any broken glass before returning an item to us.

Adult Toys

We do not accept returns for any adult toys

Saxenda

Returns for Saxenda products are handled directly with the manufacturer. You can submit your return request by visiting https://www.novonordisk-us.com/contact-us.html

What are my consumer rights of return and refund?

If you are a consumer, you have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Regulations”) during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep goods, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens' Advice Bureau or Trading Standards office. However, for reasons of health, hygiene, safety and copyright this cancellation right does not apply in the case of:

• Medicinal products or services that are either dispensed on prescription or are available free under an NHS agreement.
• Medicinal products or services that are either dispensed on prescription or are available free under an NHS agreement.

Your legal right to cancel a contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the contract between us is formed. Your deadline for cancelling the contract then depends on what you have ordered and how it is delivered, as set out in the table below:

You can e-mail us or contact our Customer Services team by telephone on 01623 572757, Unit2, Mansfield Station Gateway, Signal Way, Nottingham NG19 9QH .

If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us.

For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day. To cancel a contract, you just need to let us know that you have decided to cancel.

If you cancel your contract we will:

Refund you the price you paid for the goods. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop.

Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of goods within 3-5 days at one cost but you choose to have the goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

Make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

If you have received the goods and we have not offered to collect it from you: 30 days after the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us.

For information about how to return goods to us, see provisions set out below:

If you have not received the goods or you have received it and we have offered to collect it from you: 30 days after you inform us of your decision to cancel the contract.

If you have returned the goods to us under this consumer right of return and refund pursuant to the Regulations because they are faulty or misdescribed, we will refund the price of the goods in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

We will refund you on the credit card, or debit card used by you to pay, but in the event of a partial refund, we reserve the right to issue a cheque to you. If the card you used to pay with expires before the refund is made please call us to give us your new card details.

If goods have been delivered to you before you decide to cancel your contract:

You must return it to us without undue delay and in any event not later than 30 days after the day on which you let us know that you wish to cancel the contract. You can either send it back or return it to us in-store. Please note that we do not offer an exchange service by post. Please see our Returns page headed Returns by Post for our returns address and how to arrange a return:

Unless the goods are faulty or not as described (in this case, see above), you will be responsible for the cost of returning the goods to us. If the goods cannot be returned by post, we estimate that if you use the carrier which delivered the goods to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection from our usual carrier.

Incorrect Delivery Address

If you have inputted the in-correct mailing address to where you would like us to ship your item on checkout, we are not responsible for this, and you will be charged postage to have the item re-shipped providing you supply us with the correct shipping/mailing address once the item has been return to us as default by the shipping company.

We reserve the right to refuse to refund

We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense. There are exceptions to our Refunds policy for certain items. Please note this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights. For reasons of health, hygiene safety and copyright, we are unable to exchange or refund the following products: Perishable items (food, confectionery, baby milk) Medicinal products or services that are dispensed or purchased Items personalised or cosmetics Unsealed products or items are worn next to the skin or hair Please also note any medicinal products or services that are either dispensed on prescription or are available free under an NHS arrangement. The parcel should contain: The item(s) you purchased that you wish to return in their original condition. Your original delivery note with the returns section fully completed, clearly stating which item(s) you are returning and the reasons why you are returning the goods. You will need to pay for the postage but we will supply a free postage label if we have made an error in our despatch or if the item received is faulty or unfit for purpose, We will also refund your delivery charge if you are an EU customer cancelling under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are not in and the package is returned to us, we will refund you minus the postage cost of £3.95, irrespective if you qualified for free shipping. We are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged and obtain a proof of posting. Please allow at least two days for your goods to reach us. Please note that we are not able to give exchanges for goods returned by post, and you should allow 14 days to receive your refund. Please safely dispose of any broken glass before returning an item to us.