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Following your purchase, you have 48 hours to upload the required images or book a video call with one of our health advisors. This step is required to verify your identity and must be completed before one of our specialist nurses can review your application.
After 48 hours from date of purchase:
If the status of your initial purchase and order is Incomplete or On Hold and you request to cancel your order, a 25% administrative charge will be incurred.
We want to clarify that, in typical circumstances, returns or refunds are only accepted under specific conditions: if there's a dispensing error, if the pen is found to be faulty upon receipt, if the customer is ineligible for treatment, or if the customer experiences uncontrollable side effects.
Returns for reasons unrelated to these conditions, such as a change of mind, are not accepted once a prescription is ready to be created and dispensed. It is the responsibility of the customer to provide all relevant documentation, photographs, and returns. Until these are received and confirmed, subsequent refunds cannot be processed.
There will be a 25% admin fee associated with any cancellation over 48 hours. Refunds will not be provided when the prescription has been completed.