Refund Policy

Effective Date: 01/01/2025

At Metabolize, we aim to provide the highest standard of service and patient care. We work with registered UK pharmacies to dispense prescription medications such as Mounjaro and Wegovy, and as such, our refund policy is governed by UK medicines legislation and regulatory requirements.

Prescription Medications – Non-Refundable

Once a medication has been dispensed and dispatched, no refunds can be issued, except in very limited circumstances outlined below. This is due to:

• Regulatory Compliance: UK law prohibits the resale or reuse of returned prescription medications, even if unopened, in accordance with the Human Medicines Regulations 2012 and GPhC standards.
  
  
• Patient Safety: Medicines that have left the pharmacy environment cannot be guaranteed safe or effective if returned, especially where refrigeration or cold chain handling is required (e.g., for Mounjaro and Wegovy).
  

Refunds May Be Considered If:

• An error occurred on our part (e.g., incorrect item dispensed)
  
  
• The product was damaged in transit, and reported within 24 hours of receipt
  
  
• The order was cancelled before the medication was dispensed
  
  

If you believe your case qualifies for a refund, please contact our customer service team with your order number, full name, and details of the issue. We will assess your claim and respond within 2–3 working days.

Cancellations

• You may request to cancel your order prior to pharmacy dispensing by emailing or calling us as soon as possible.
  
  
• Once a prescription has been processed and the medication prepared for shipping, cancellation and refund are no longer possible.
  
  

How Refunds Are Processed

Approved refunds will be issued via the original payment method and may take 5–7 business days to appear, depending on your bank or payment provider.

We appreciate your understanding of these restrictions, which are in place to protect your safety and ensure compliance with UK law.

If you have any questions or concerns about your order, please don’t hesitate to reach out to our support team.