Cancellation, Refunds & Product Issues
Understanding our policies on cancellations, refunds, and product-related matters
Shipping & Cold-Chain Handling
Where an order has been placed but medication has not yet been dispensed, it may be cancelled and a full refund issued. Requests must be submitted promptly and should include the order reference and delivery details to allow verification and processing.
Post-Dispensing Position
Once medication has been dispensed, cancellation is no longer possible and refunds cannot be provided. This reflects statutory controls on prescription medicines and the fact that dispensed items are prepared, labelled, and assigned to an individual patient.
Medication that has reached the dispensing stage cannot be returned, regardless of whether delivery has taken place or whether the patient subsequently decides not to proceed with treatment. As dispensing may occur on the same day an order is placed, any request to amend or cancel an order must be made immediately following submission.
Refund Processing
Where a refund is approved, it will be returned to the original payment method. Processing times may be up to 10 working days, although refunds are commonly completed sooner.
Incorrect Supply
If an item supplied does not match the order placed, this must be reported within 24 hours of delivery. The issue will be reviewed and addressed in line with regulatory requirements.
Courier Delays & Product Integrity
If a device or injection pen appears to be faulty or damaged on receipt, ClariDay Weight Loss Clinic must be notified within 24–48 hours. You will be advised of the appropriate next steps.
Important:
Prescription medication or devices must not be returned unless you have received written instruction to do so. Any prescription items returned without authorisation are required by law to be destroyed and are not eligible for refund or replacement. This also applies to items returned following unsuccessful delivery attempts.
Handling of Medication
Patients should not dispose of medication independently. Refunds or replacements can only be considered where unused items are returned in accordance with specific instructions provided by ClariDay Weight Loss Clinic.
Regulatory Note
These conditions are in place to ensure compliance with UK legislation governing the supply, handling, and disposal of prescription medicines, and to maintain patient safety and product integrity throughout the dispensing process.
Have Questions About Your Order?
Our support team is here to help with any queries regarding cancellations, refunds, or product concerns