Cancellation & Refund Policy

At Dr. Frank's Weight Loss Clinic, we strive to provide exceptional service and support to all our clients. Please carefully review our updated cancellation and refund policy below:

Order Completion Requirements

·     48-Hour Submission Window: After making a purchase, you are required to upload the necessary images or schedule a video consultation with one of our health advisors within48 hours. This step ensures that our specialist nurses can review and process your application.

Cancellation Policy

·     Within 48 Hours of Purchase:

If you cancel your order within 48 hours you will be eligible for a complete refund

·     After 48 Hours from Purchase:

If your order remains incomplete or on hold after 48 hours and you request a cancellation, a 25% administrative charge will apply.

·     No Response from Customer:

If there is no response within 30 days despite multiple contact attempts, the initial payment will be withheld. This is to account for the time and resources our nurses and team have invested in processing your order.

Refund Eligibility

Refunds will be processed under the following conditions:

·     Dispensing Errors: If there is an error in dispensing your medication.

·     Faulty Products: If the medication pen is found to be faulty upon receipt.

·     Ineligibility for Treatment: If you are deemed ineligible for the prescribed treatment.

·     Uncontrollable Side Effects: If you experience uncontrollable side effects from the medication.

Refunds are not applicable for:

·     Change of mind once the prescription has been prepared and dispensed.

·     Failure to provide required documentation or return items promptly.

Refund ProcessingTime

Once your refund is approved, it will take a maximum of 7–10 working days for the amount to be reflected in your account.

Customer Responsibilities

To avoid delays, ensure that you:

1.       Provide all required documentation and photographs promptly.

2.       Respond to all communications in a timely manner.

3.       Return any requested items for verification or refunds.

Refunds cannot be processed until all required materials are received and confirmed.

For any questions or further assistance regarding our cancellation and refund policy, please contact our support team at enquiries@drfranks.co.uk.

This policy is subject to change. Please refer to our website for the latest information.