Refund policy
Thank you for choosing Dr Frank’s Weight Loss Clinic. We aim to provide a safe, transparent and compliant service. This policy explains your rights and how we handle cancellations, refunds and returns for prescription medication supplied through our service.
1. Key Terms
• Agreement Date: The date your purchase is completed and confirmed.
• New Customer: A first-time buyer.
• Existing Customer: A customer who has previously purchased from us.
• Clinical Assessment Completed: A clinician has reviewed your medical information and issued a prescription.
• Order Dispensed: Your medication has been prepared and dispensed by the pharmacy.
2. Legal Requirement: Prescription Medicines Cannot Be Returned
In line with UK pharmacy regulations:
Prescription medicines cannot be returned once dispensed — even if unopened.
This is due to safety, regulatory and hygiene requirements preventing the re-use or re-dispensing of medicines.
We may accept returned medication for safe destruction only, but no refund can be issued once dispensing has occurred.
3. Cancelling Your Order
New Customers
Once you place an order, our clinical team reviews your medical information, photographs and health assessment. This involves regulated prescriber time and nursing costs.
• If your Clinical Assessment has been completed (prescription issued):
A £75 Clinical Assessment Fee will be deducted from your refund.
This fee reflects the cost of the clinician’s assessment, prescription review and required regulatory documentation.
• If your medication has been prescribed and dispensed:
You are not eligible for a refund.
Existing Customers (Subscriptions)
• You may cancel your subscription via the customer portal up to 48 hours before your next payment is taken.
• Cancellations made after this time cannot be processed for the upcoming cycle.
• Reminder notifications are sent ahead of the 48-hour window to support transparency and convenience.
4. Incomplete Patient Information
To ensure your treatment is clinically safe, further information may be required (e.g., photographs, videos or your pre-prescription assessment form).
• If additional information is requested and not provided, your order will be placed on hold.
• If the Clinical Assessment cannot be completed due to missing information:
A £75 Clinical Assessment Fee will be retained.
This reflects clinician review time already incurred.
• No refunds will be issued after 25 days of non-response to requests for further information.
It is essential that you respond to any requests from us promptly to avoid delays in treatment.
5. Defective or Damaged Products
You retain full rights under the Consumer Rights Act 2015.
If your product arrives defective, damaged or incorrect:
1. Some of our products are highly technical, so please first check the website for operating instructions, videos and guidance before contacting Customer Support.
2. If the product is still faulty and cannot be operated using this information, please contact Customer Support with evidence (photos, videos and details).
3. We will provide returns instructions.
4. Once inspected and confirmed defective, a full refund will be issued within 7–10 working days.
5. No refunds will be issued for operational error or damage caused by the user.
6. Medical Ineligibility
If our clinical team identifies any contraindications that make you medically unsuitable for treatment:
• Your order will be cancelled.
• You will receive a full refund.
7. Summary of Your Rights
• Prescription medicines cannot be returned or refunded once dispensed, even if unopened.
• A £75 Clinical Assessment Fee applies only once a clinician has completed your review and issued a prescription.
• Full refunds apply where you are medically unsuitable or where products are defective.
• We comply with the Consumer Rights Act 2015 and all UK pharmacy regulations.
