Last Updated: 15 February 2025
Please note that for safety reasons, we do not accept returns of medical products, including prescription or non-prescription medicine. If you have unwanted medicine, please take it to a local pharmacy for safe disposal.
Refunds or returned prescription treatments will only be considered if they fall under the below reasons:
1. Initial Purchase and Verification
Following your purchase, you have 48 hours to upload the required images or book a video call with one of our health advisors. This step is required to verify your identity and must be completed before one of our qualified individuals/prescribers can review your application.
2. Returns and Refunds
We want to clarify that, in typical circumstances, returns or refunds are only accepted under specific conditions:
- If there’s a dispensing error
- If the product is found to be faulty upon receipt
- If the customer is ineligible for treatment
On some occasions we may require evidence such as a photo of damaged, defective, or wrongly received treatment. Kindly note that we are unable to reimburse the cost of return delivery.
Returns for reasons unrelated to these conditions, such as a change of mind, are not accepted once a prescription is ready to be created and dispensed. However, if the product has not already gone through to the prescriber, we will consider cancellation with a full refund.
For orders relating to non-medical products, you have 14 days to change your mind about the products beginning after the day you receive the products, unless they are split into several deliveries over different days. In this case you have until 14 days after the day you receive the last delivery to change your mind about the products.
This excludes sealed products which are not suitable for return due to health or hygiene reasons (unless these items were damaged or faulty when delivered to you or have been incorrectly delivered).
3. Refund Process
If the product, including medical products, is damaged or defective, or the wrong treatment has been sent customers are requested to immediately contact our customer care department at enquiries@envigore.com, giving a detailed reason as to why they wish to return the product. You must return the product to us in accordance with our reasonable request as soon as possible after informing us that the product is damaged or defective. We are happy to accept requests for refunds for any products that are damaged, defective or have been issued in error, for up to 1 month after you received your item.
If you are entitled to a refund, the price paid for the product will be refunded to you by the same method that you used to pay. Refunds will be made once the matter is settled between our customer care team and yourself. You should expect your refund to reach your bank within 4-5 working days of it being issued. If our delivery provider returns your parcel to us for any reason, we will keep it for you for 4 weeks and contact you about rescheduling delivery free of charge. If you do not reply to our attempts to get in touch with you within that 4-week timeframe, we are required to destroy the medication. It is the responsibility of the customer to provide all relevant documentation, photographs, and returns. Until these are received and confirmed, subsequent refunds cannot be processed.
4. Special Conditions for Specific Products and Services
- If there’s a dispensing error
- If the product is found to be faulty upon receipt
- If the customer is ineligible for treatment
- Coaching Services: No refunds are given after coaching services have been used.
- Supplements: No returns or refunds will be given for any supplements which have been opened due to public health and safety laws. This is in accordance with the Food Safety Act 1990 and the Consumer Protection Act 1987, which govern the sale and return of food products (including supplements) in the United Kingdom.
5. Use of Products
All customers are responsible for checking that the medicine prescribed by us is the correct medication and that the product is not damaged in any way. Do not consume any medicine which is not the medicine prescribed specifically for you or which is damaged on arrival. Instead you should contact us and we shall resupply or refund you as set out above.
All product information is for educational purposes and we make no assurances or guarantees as to its completeness, accuracy, or whether it is up to date. All customers are strongly urged to always read all product packaging and labels carefully before use. If you purchase medicine in advance, please always check the date on the box to make sure it’s not out of date. Please always make sure that only you have access to your medicines.
In the event of a medical emergency, call your doctor or 999 immediately.
6. Cancellation and Administrative Charge
After 48 hours from the date of purchase: If the status of your initial purchase and order is Incomplete or On Hold and you request to cancel your order, a 25% administrative charge will be incurred. We may cancel your order if:
- We have insufficient stock to deliver the products you have ordered.
- We do not deliver to your delivery address.
- We cannot obtain authorisation for your payment.
- We cannot verify your identity and you have ordered a prescription-only medicine.
- We cannot verify that you are aged 18 or over.
One or more of the products you ordered was listed at an incorrect price due to an error in typing or an error in the pricing information received by us from our suppliers.
If we do cancel your order we will notify you by email and will refund you all sums paid within 30 days. We will not be obliged to offer any additional compensation for any disappointment suffered.
7. Changes to this Policy
Envigore reserves the right to update or change this Cancellation & Refund Policy at any time. Any changes will be effective immediately upon posting to our website. Your continued use of our services after we post any modifications to this policy will constitute your acknowledgment of the modifications and your consent to abide and be bound by the modified policy.
8. Contact Us
If you have any questions about this Cancellation & Refund Policy, please contact us at enquiries@envigore.com