Refund and returns policy
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.
Declined Prescription Requests
- 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, and may take up to 5 working days to appear on your statement depending on your bank.
Amending or Cancelling an Order
-
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, including 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.
Faulty or Damaged Items
-
Under the 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.
Prescription Medication – Refunds and Returns
-
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.
Incorrect or Missing Items
-
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, unused, unopened, and in its original packaging.
-
Report any issues through our Contact Us Form.
