Refund & Returns Policy
Your rights and our procedures for cancellations and refunds
At The London Weight Loss Clinic (TLWLC), we aim to ensure every patient receives safe, appropriate, and high-quality care. The following policy outlines your rights and our procedures surrounding cancellations, refunds, and returns.
1. Declined Prescription Requests
Full Refund Guarantee
If, after reviewing your medical consultation, our prescribing clinicians determine that treatment is not clinically appropriate, your request will be declined.
- •In these circumstances, a full refund will be issued automatically
- •Refunds are returned to the original payment method
- •May take up to 5 working days to appear on your statement depending on your bank
2. Amending or Cancelling an Order
Time-Sensitive
If you wish to alter or cancel your order, please contact TLWLC immediately.
- •We will confirm whether changes can still be made and advise you of any implications
- •This may include potential adjustments to products, delivery details, or costs
- •Cancellations are only possible before your prescription is submitted to the dispensing pharmacy via their online portal
All requests must be submitted through our Contact Us Form
3. Faulty or Damaged Items
Consumer Rights Act 2015
You are entitled to a refund for faulty goods within 30 days of receiving them.
- •If your package arrives damaged or appears faulty, TLWLC will arrange a replacement once the original item has been returned to us
- •Items must be sent back in their original packaging
- •Faulty or damaged products must be reported within 72 hours of delivery
Please notify us using our Contact Us Form
4. Prescription Medication – Refunds and Returns
Important: No Returns on Prescription Medication
Due to UK legislation governing the supply of medicines, prescription medication cannot be returned or refunded once it has been dispatched.
- •This restriction applies regardless of whether the medicine has been opened, as it cannot be reused or resold and must be safely destroyed
- •You may cancel your order only up until the point your prescription is uploaded to the pharmacy portal for dispensing
- •Any medication returned to us will be disposed of safely within 30 days
Contact us via our Contact Us Form should you have any concerns
5. Incorrect or Missing Items
Inspection Required
Please inspect your delivery carefully on arrival.
- •Any discrepancies—such as missing items or incorrect products—must be reported within 72 hours of receipt
- •For incorrect items, TLWLC will send a replacement once the original item is returned
- •Items must be unused, unopened, and in their original packaging
Report any issues through our Contact Us Form
6. Cancelling a 3, 6 or 12-Month Plan
Early Cancellation Fee
Plans are priced lower than monthly rolling in return for committing to the full term. If you cancel early, the fee is the greater of £50 or the difference between what you've paid and the monthly rolling price for the months you've had.
- •The fee is charged to your saved card, or we'll send you a secure payment link
- •No fee applies to monthly rolling, once every month of your plan has been paid, after your plan has moved onto monthly rolling, or if you cancel within the 14-day cooling-off period
- •Cancelling your plan does not refund a month that has already been charged and dispatched – the no-returns rule in Section 4 still applies
- •If a month has been charged but the prescription hasn't yet been sent to the pharmacy, that order can still be cancelled and refunded
Example: Mounjaro 5mg, cancelled after 2 months
Monthly rolling for those months would be £189 + £239 = £428. On a 3-month plan you'd have paid £408, on a 6-month £388 and on a 12-month £378 – so the fee is £50 in each case.
Full plan terms are in our Programme Terms. If you ordered through a partner such as Novya Health, this policy applies in the same way and refunds go back to the card you paid with.
Related Policies
Key Timeframes
30 days
Faulty goods refund period
72 hours
Report damage or missing items
5 days
Refund processing time