Refunds & returns

At Genwell, we’re dedicated to supporting you throughout your weight loss journey with safe, reliable care. Our returns policy prioritises your wellbeing while remaining fully compliant with the legal regulations surrounding prescription medications.

You may cancel your order up until the point your prescription is approved by our clinical team.

Once a prescription-only medication has been authorised, the order cannot be cancelled and the items cannot be returned.

This policy follows the Consumer Protection (Distance Selling) Regulations 2000, under which prescription medicines are exempt from standard return rights: https://www.legislation.gov.uk/uksi/2000/2334/regulation/13 - 13.c
We understand it can feel frustrating if something doesn’t feel quite right with your medication. Because prescription treatments are prepared specifically for you, we’re unable to accept returns once prescribed.

However, you’re not on your own. Our clinical team is here to answer questions, provide reassurance, and support you with any concerns about your treatment.

Your wellbeing and peace of mind matter to us, and we’re here to support you throughout your journey.

If we have agreed to issue a refund for one of your orders, please allow 5-10 working days for the funds to be returned to your original payment method. If you have any questions regarding a payment refund, please contact us at support@genwell.co.uk.