Cancellation & Refund Policy

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Last updated: April 14th 2025

This policy applies to all services and prescription weight loss medications (including but not limited to Mounjaro and Wegovy) purchased via Weight Loss Injections Direct, powered by Raylane Pharmacy.

1. Prescription-Only Medicine (POM) Regulations

Due to the nature of the products we supply, once a prescription has been issued and/or the medication has been dispensed, we are legally unable to offer refunds or accept returns, except where required by law (e.g. faulty or incorrect items). This policy complies with UK MHRA regulations and GPhC guidelines surrounding the sale and supply of prescription-only medicines.

2. Cancellation Eligibility

You may cancel your order under the following conditions:

Before Clinical Assessment

  • If you cancel before completing your medical consultation or assessment, a full refund will be issued.

After Clinical Assessment, Before Prescription Issued

  • If a clinician has already reviewed your consultation but has not yet issued a prescription, we may retain a clinical assessment fee (typically £25–£35), and refund the remaining amount.

After Prescription Issued

  • If your prescription has been issued but the medication has not yet been dispensed, we may retain a consultation and processing fee (typically up to £50), but cancel the dispensing and refund the rest.

After Dispensing or Dispatch

  • Once medication has been dispensed or dispatched, the order cannot be cancelled or refunded.

3. Non-Refundable Scenarios

Refunds will not be issued if:

  • You change your mind after the prescription has been issued and medication has been dispatched.
  • You no longer wish to use the medicine for personal reasons.
  • The medication is refused at the delivery address or not collected.
  • The product’s effects are not as expected (results vary from person to person).

4. Faulty or Incorrect Medication

If you believe you have received the wrong medication or your medication arrives damaged or faulty, please contact us immediately at [Insert Email]. We will investigate and, where appropriate:

  • Arrange for a replacement at no additional cost; or
  • Offer a full refund.

All issues must be reported within 3 working days of receipt.

5. Delivery Issues

If your parcel is delayed or lost:

  • We will liaise with our delivery partners and resolve the issue promptly.
  • If confirmed lost, a replacement or full refund will be offered.

6. How to Request a Cancellation or Refund

To initiate a cancellation or refund request, please email us at [Insert Email] with:

  • Your full name
  • Order number
  • Reason for cancellation/refund

Please allow 3–5 working days for us to process your request. Approved refunds will be issued to the original payment method within 5–10 working days.

7. Contact Us

If you have any questions about this policy, contact our support team:

  • Email: [Insert Email]
  • Phone: [Insert Phone Number]
  • Powered by: Raylane Pharmacy, [Insert Address & GPhC Number]