Returns and Refunds Policy

Last Updated: June 1, 2025

1. Our Commitment

At metabolic slim clinic, your health and satisfaction are our priorities. We are committed to providing high-quality services and products. This policy explains your rights in relation to cancellations, returns, and refunds, in accordance with UK consumer protection laws, particularly those applicable to prescription medications.

2. Prescription Medications

Prescription medications are subject to strict regulatory controls. For safety and legal reasons:

No Returns or Refunds After Dispensing
Once a prescription medication has been prescribed by one of our Partner Prescribers and dispensed by our pharmacy (or a partner pharmacy), we cannot accept returns or offer refunds. Dispensed medications cannot be reused and must be safely disposed of if returned.
Legal Basis
This policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These regulations state that the standard 14-day cancellation period does not apply to medicinal products or services that are prescribed, personalised, or unsuitable for return for health protection or hygiene reasons once unsealed or used.

3. Order Cancellations

3.1 Prescription Medication Orders

You may request cancellation of your prescription medication order at any time before a Partner Prescriber has issued a prescription as part of your consultation.
To request a cancellation, please contact our support team immediately at support@metabolicslimclinic.com, providing your order details.
If a prescription has already been issued and/or the medication has been dispensed, we will be unable to cancel the order or issue a refund, subject to Section 4 below.

3.2 Subscription Services (if applicable)

If you are enrolled in a subscription plan, you may cancel your subscription at any time to prevent future charges and deliveries. Please refer to your account settings or contact us at support@metabolicslimclinic.com for assistance.
Subscription cancellations usually take effect at the end of the current paid billing period. You will continue to receive any products or services already paid for during that period, unless otherwise stated or covered under Section 4.

4. Circumstances Where a Refund May Be Issued

Notwithstanding the above, metabolic slim clinic may issue a full or partial refund in the following circumstances:

Cancellation Before Prescription Issuance
If your prescription medication order is cancelled before a Partner Prescriber issues a prescription.
Non-Fulfilment by metabolic slim clinic
If we are unable to fulfil your order due to stock unavailability or operational issues on our side.
Faulty, Damaged, or Incorrect Products
- If you receive products that are faulty, damaged in transit, or incorrect, please contact us at support@metabolicslimclinic.com within 48 hours of delivery.
- Provide your order number, a clear description of the issue, and photographic evidence where possible.
- Prescription medications cannot usually be returned. However, we will investigate the issue and, if confirmed, may offer a replacement or refund at our discretion. Please do not dispose of any medication unless advised by us or a healthcare professional.
Significant Service or Pricing Errors
Where a material error has occurred in the pricing or description of the products or services ordered.
Statutory Rights
This policy does not affect your statutory rights under UK consumer law.

5. How to Request a Refund or Report an Issue

To request a cancellation, refund, or report an issue, please contact our Customer Support team:

Email: support@metabolicslimclinic.com

Please include:

Your full name and the email address linked to your metabolic slim clinic account
Your order number (if applicable)
A clear explanation of the issue or reason for your request
Any supporting evidence (e.g. photos of damaged items)

6. Processing Refunds

Approved refunds are typically processed within 7–10 working days.
Refunds will be issued to the original payment method used for the purchase.
The time taken for funds to appear in your account may vary depending on your bank or payment provider.

7. Questions

If you have any questions regarding this Returns and Refunds Policy, please contact us at support@metabolicslimclinic.com.