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Returns and Refunds Policy

1. About this policy

This policy explains when you may cancel an order, when a refund may be available, and when returns are not possible for safety and regulatory reasons.

This policy applies to:

• prescription medication orders,
• subscription renewals,
• at-home testing kits, and
• other products sold through our website.

Nothing in this policy affects your statutory rights.

2. Prescription treatment requests

When you place an order for prescription treatment, you are requesting:

• a clinical assessment, and
• where appropriate, the supply of treatment.

A specific medication, quantity, strength, or dose is not guaranteed and remains subject to clinical review, prescribing suitability, stock availability, and pharmacy checks.

3. Cancelling before clinical review begins

If you ask to cancel your order before a clinician has started reviewing your case, we will cancel the order and issue a full refund.

4. Cancelling after clinical review has started

If you asked us to begin your consultation and clinical review straight away, and clinical review has already started, we may retain a reasonable and proportionate amount for the clinical service already provided, where this was clearly disclosed before purchase and is permitted by law.

We will never apply a cancellation charge as a penalty.

5. If we cannot fulfil your order

If we cannot fulfil your order because of:

• stock unavailability,
• an operational or system issue,
• a pricing or listing error,
• a pharmacy fulfilment issue, or
• another issue on our side,

we will offer an appropriate remedy, which may include a full refund, partial refund, replacement, or amended order, depending on the circumstances.

Where the issue was caused by us, we will not apply any cancellation or administration fee.

6. If your requested dose or treatment is not clinically appropriate

If the treatment, strength, or dose you requested is not clinically suitable, we may:

• offer a clinically appropriate alternative,
• issue a lower clinically appropriate dose and refund any price difference where applicable, or
• cancel the medication part of the order and provide any refund properly due.

7. Once an order has been clinically approved

For prescription treatments, cancellation is generally only possible before clinical approval.

Once your prescription has been approved, your order may move immediately into pharmacy processing and fulfilment. At that stage, cancellation may no longer be possible.

8. Once medication has been dispensed or dispatched

Once prescription medication has been dispensed or dispatched, we cannot accept returns for change of mind and we cannot usually offer a refund.

This is because prescription medication cannot be safely re-used, re-sold, or re-dispensed once it has entered the patient supply chain.

9. Wrong item, wrong strength, or fulfilment error

If you receive:

• the wrong medication,
• the wrong strength, or
  
• an order affected by a dispensing, packing, or fulfilment error,

please contact us as soon as possible.

We will investigate and provide an appropriate remedy, which may include a replacement, redelivery, partial refund, or full refund, depending on the circumstances and your legal rights.

10. Returned parcels

If a parcel is returned to us by the courier before it reaches you, we will investigate the reason for return and decide whether the order should be:

• reshipped,
• amended, or
• refunded.

Any returned prescription medication will not be re-dispensed once it has left the pharmacy.

11. Subscription orders

If your treatment is supplied on a subscription basis, you may cancel or pause future renewals through your account at any time or by contacting Customer Care at least 3 working days before your next renewal or processing cut-off.

Cancelling a subscription stops future payments and future orders only. It does not cancel an order that has already:

• entered clinical review,
• been clinically approved,
• entered pharmacy processing,
• been dispensed, or
• been dispatched.

12. Duplicate, mistaken, or unintended subscription orders

If you believe a subscription order was created in error, duplicated, or processed unexpectedly, contact us as soon as possible.

We will review:

• the stage of the order,
• whether the order can still be stopped,
• and whether any system or account-management issue contributed to the problem.

Where the issue arose on our side, we will take appropriate corrective action, which may include cancellation, amendment, refund, or reinstatement of subscription settings.

13. Faulty or not-as-described items

If an item is faulty, damaged, or not as described, please contact us as soon as possible.

Where required by law, we will provide an appropriate remedy, which may include a repair, replacement, price reduction, or refund.

14. Delivery charges

Where a refund is due because you validly cancelled an eligible order before fulfilment, or because of an issue for which we are responsible, any delivery refund will be handled in line with applicable law and the circumstances of the order.

15. How to request a cancellation or refund

To request a cancellation, return, replacement, or refund, please contact our Customer Care team at info@medetone.com

Please include:

• your order number,
• your full name,
• the reason for your request, and
• any supporting information or photos where relevant.

17. Refund timing

Where a refund is due, we will process it without undue delay and usually to the same payment method used for the original transaction.

 

Last updated: 28/03/2026