Refund and Returns Policy

Refund & Returns Policy

Last updated: 27 August 2025

This policy outlines how to cancel, return, or request a refund for purchases made through Pure Weight Loss, in accordance with UK consumer protection laws.

1. Overview

At Pure Weight Loss (“we”, “us”, “our”), we are committed to providing safe, effective weight loss injections, pills, and related services. This policy explains your rights regarding cancellations, returns, and refunds.

Quick summary:
Unopened, non-prescription products may be returned within 14 days of delivery. Prescription weight loss injections and pills, as well as personalised clinical services, are non-returnable once dispensed or delivered, except if faulty or incorrectly supplied.

2. Scope

This policy applies to all purchases made on our website, including:

• Physical products: Supplements, weight loss pills, and accessories
• Prescription treatments: Weight loss injections and regulated medications
• Digital/clinical services: Online consultations, treatment plans, and assessments

3. Cancellation (Cooling-Off Period)

For most non-prescription products bought online, you have the right to cancel your order within 14 calendar days of receiving your items, under the Consumer Contracts Regulations 2013.

• Returned items must be sent back within 14 days of cancellation notice.

Exceptions:
The cooling-off period does not apply to:

• Prescription medications once dispensed
• Temperature-controlled (cold-chain) products once shipped
• Sealed health products that have been opened
• Completed digital or clinical services provided with your consent

4. Returns of Physical Products

4.1 Eligibility

To qualify for a return:

• Items must be unused, unopened, and in original packaging
• Request must be made within 14 days of delivery
• Proof of purchase is required

4.2 Return Process

• Contact our support team within 14 days to request return authorization
• Package items securely
• Use a tracked delivery service for safe return

4.3 Return Costs

• Customers are responsible for return shipping unless the item is faulty or incorrect
• Original delivery charges are non-refundable

5. Prescription & Digital Services

• Prescription weight loss injections and pills: Non-returnable and non-refundable once dispensed or shipped, unless faulty or mis-described
• Cold-chain products: Cannot be returned once dispatched unless defective
• Opened health products: Not eligible for return due to hygiene reasons
• Digital/clinical services: Non-refundable once completed, unless not delivered with reasonable care and skill

6. Faulty or Damaged Items

If you receive a faulty, damaged, or incorrect product:

• Contact us within 14 days of delivery
• Provide your order number and supporting photos
• We will arrange a replacement or full refund, including return postage where applicable

Important: Do not use any product that appears damaged or compromised—contact us immediately.

7. Refunds & Processing Time

• Refunds are issued within 14 days of receiving returned goods or proof of return
• Refunds are made to the original payment method
• Standard delivery costs are refunded where applicable (excluding premium shipping upgrades)

8. How to Request a Return or Refund

Please contact our support team with:

• Order number and purchase date
• Item(s) you wish to return
• Reason for return (e.g., damaged, incorrect item, change of mind)
• Photos (for faulty or damaged claims)

9. Additional Conditions

• Returns may be declined if items show signs of use or tampering
• Partial returns from bundles may be refunded proportionally
• Unclaimed or undelivered parcels may be refunded minus shipping fees
• This policy does not affect your statutory rights

10. Legal Notice & Updates

This policy complies with UK regulations, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

We reserve the right to update this policy at any time. Changes apply only to orders placed after the updated date shown above.