Refund & Delivery Policy

Refund policy
We understand that there may be circumstances whereby you wish to cancel
your order. Our aim with our cancelation policy is transparency.
The True Weight Loss Programme is a prescription only weight loss plan and by
virtue of this requires a suitably qualified person to “raise” a prescription. We
partner with Acre Pharmacy for our prescription medication and use an online
secure portal which requires payment in full at the time of prescribing.
At 1700 each day the medical forms and consent forms are checked and the
prescriptions raised to Acre pharmacy. If you change your mind and no longer
wish to proceed with your treatment you are required to cancel your order by
1700 on the day or purchase. You are able to do this by contacting us via email,
text message or telephone call.

UK law mandates that once a prescription has been dispensed to a named
patient it either has to be supplied to them or destroyed, due to this fact if a
cancelation request is asked for after 1700 on the day of purchase, we are not
obliged to refund you. the Consumer Protection (Distance Selling) Regulations
2000(3) do not apply to the supply of prescription only medications once
prescribed. Your other statutory rights are not affected.

Exceptions and further explanations
‍Unless the parties have agreed otherwise, the consumer will not have the right
to cancel the contract by giving notice of cancellation pertaining to regulation
10 in respect of contracts.

For the supply of goods clearly personalised or which by reason of their nature
cannot be returned or are liable to deteriorate or expire rapidly. Therefore, in
terms of this exception, you have no right to cancel

Declined orders
If after review of your medical history forms our practitioners deem you not
suitable for treatment, we will telephone you to explain our reasons and
refund you. The refund will be made withing 14 working days but this can
depend on the payment method you chose and your provider. If your refund does not arrive in your account
after 14 days, please contact and we will resolve the issue.

Our courier is DX and they will provide by email a tracking number, with this
number you are able to track and change your delivery. Your medication has
been dispatched in industry standard temperature-controlled packaging which
will keep your product within manufacture temperature ranges for a maximum
of 48 hours. If the delivery is delayed due to a fault with DX you will be
refunded as soon as the medication is returned to us un-used and un-opened.
If you miss your delivery or do not make alternative arrangements, we are not
obliged to refund you.

We use an internationally recognised online transaction company for payment
called Stripe your payment will appear on your statement as
“True Face Aesthetics” the reason for this is that True face Aesthetics is the
parent company of The True Weight Loss Programme.
We endeavour to provide a transparent and efficient service if you have any
questions relating to our refund policy, please feel free to email