Cancelling your order
We generally allow up to 2 hours after placing an order for you to cancel it, anything outside of this time frame will not be considered for cancellation unless under exceptional circumstances and this will be judged by our management team on a case by case basis.
If you do wish to cancel and order within 2 hours of placing it you can email [email protected] with your order number and name. Please lookout for a confirmation email detailing that your order has been cancelled if done so within our time frames.
Returns
Medication that has been dispensed for you cannot be returned back to the pharmacy. We are not allowed to re-use that medication as it has been specifically dispensed for your condition. The cost of the medication also includes your private prescription fees.
If you no longer require medication that you have received please dispose of it safely and not in a general household waste bin. Medications can be taken to your local pharmacy for safe disposal.
If you have received a delivery from us which is damaged please get in touch within 24 hours of the delivery taking place. We are happy to issue a placement upon proof of damage and receipt of your order.
For weight loss injection pens such as Wegovy, Mounjaro or Saxenda please note that we will not accept any returns for these items as they require storage within the fridge and any return would not not guarantee this fridge storage.
Furthermore for weight loss injection pens such as Wegovy, Mounjaro or Saxenda if there is a technical issue with the pen where it malfunctions or does not work as would be expected please understand that WePrescribe is only the supplier and not the manufacturer therefore we can not take any responsibility for issues relating to this and as such we will be unable to offer a replacement pen or refund at that time as further investigation will be required.
Please note that all patients whom believe they have experienced a technical issue with a pen where it has malfunctioned will be required to in the first instance send the faulty pen back to WePrescribe, where we will then arrange for the pen to be sent back to the relevant manufacturer, WePrescribe will pay each customer for the return postage of the faulty pen as a goodwill gesture, a receipt to prove the postage cost will be required however. Following this the manufacturer will then investigate the pen device upon receipt and if they deem there to have been an issue with the device that is a device related issue they will then provide us directly with a refund for the device which we will then pass onto you as a customer. Please note that manufacturers can take up to 45 days to investigate and comment on each case so we advise customers to order their next treatment pen if there is a fault with their initial pen to avoid any delays in treatment. This process will be completely transparent from a WePrescribe perspective as we will provide each customer whom returns the pen with a unique reference number relating to the investigation which also confirms return to the manufacturer as well as the pending investigation and you will then be able to independently use this tracking number to check the status of your investigation with the relevant manufacturer if you so wish.
Refunds
Refunds are only issued if the prescriber has determined the medical questionnaire you have filled out for your treatment is unsuitable or unsafe. You will receive an email notification from the clinic explaining why it is unsuitable and signpost you to your GP.
Refunds will be paid back directly to the card you used to make the purchase. Please allow up to 5 working days for refunds to be processed.