Returns, Refunds and Cancellation Policy
We hope you will be happy with any item or service you receive from us, but in case you are not, you can find our policy on returns and cancellations below.
Cancellation
You have the right to cancel orders made through our online shop prior to dispatch or within 14 days of delivery. Please contact us by telephone or email at:
Telephone: 020 8191 3034
Email: support@pprx.co.uk
NHS prescription service customers:
You may cancel your order any time prior to its dispensing. We cannot cancel or refund prescription medicine after they have been dispensed for safety reasons. Upon receipt of any unwanted medicine, please ensure their appropriate disposal via any registered authorised pharmacy.
How to return items
Goods must be sent back to our address (provided below) at your own cost unless the item is damaged or faulty.
PPRX
Returns Department
Unit 112 Bizspace,
6 Wadsworth Road, Perivale, Greenford,
UB6 7JJ, United Kingdom
Damaged and faulty items
We apologise in advance if any items arrive damaged. If you suspect any of your items are damaged or faulty, please contact our Customer Services team with subject title FAULTY.
Either email support@pprx.co.uk or call 020 8191 3034 during our Opening hours (mon – fri 9am to 5pm)
Refunds
All refunds are processed once the items have been received. Refunds are credited to the bank card used to pay for the item and can take up to 90 days.
PPRX reserves the right to cancel your order if there is insufficient stock or we are not able to deliver to your area.
Refund exclusions
Unfortunately, for reasons of health and safety you cannot return items that:
EFUND POLICY – WEIGHT-LOSS PENS (PPRX)
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This Refund Policy applies to all weight-loss pens supplied by PPRX (The Look It Ltd), including Mounjaro, Wegovy, Ozempic and other prescription-only injectable medicines. These products are highly regulated and cannot be returned once dispensed.
1. Prescription-Only Medications
Once a prescription has been approved by our pharmacist and the medication has been dispensed, we cannot accept returns or issue refunds for:
• Change of mind
• Ordering the wrong strength
• Not wanting to use the medication anymore
• Side effects
• Finding a cheaper price elsewhere
• Incorrect details provided by the customer
• Storage issues caused by the customer
Prescription medicines cannot be reused or resold, even if unopened. This is a legal requirement for all UK pharmacies.
2. Consultation Not Approved
If your consultation is not clinically suitable and our pharmacist cannot approve it, your order will not be dispensed and you will receive an automatic full refund. Refunds are processed immediately but may take 1–3 working days depending on your bank or payment provider.
3. Incorrect Information on the Form
If you make a mistake on your consultation form, you may submit a new one. Once an order is approved and dispensed, it cannot be refunded due to customer errors.
4. Damaged or Incorrect Items
We will replace or refund an order if:
• The product arrives damaged
• The wrong item or strength was sent
You must report issues within 24 hours of delivery and provide photos of the packaging and product.
5. Delivery Delays
We use Royal Mail Tracked 24 for most temperature-sensitive items. Delivery times are not guaranteed.
Refunds cannot be issued for courier delays unless the parcel is confirmed lost or damaged by Royal Mail.
6. Lost or Stolen Parcels
If Royal Mail confirms your parcel is lost, we will issue a replacement or refund.
If a parcel is marked as delivered but you did not receive it, a Royal Mail investigation is required before compensation can be issued.
7. Temperature-Sensitive Shipments
Weight-loss pens requiring refrigeration are shipped with appropriate cold-chain packaging.
A temperature breach refund or replacement will ONLY be issued if:
• The breach occurred due to PPRX packaging failure, OR
• The courier was responsible for a delivery delay that caused the breach
Refunds are not issued if:
• The parcel was left outside by the customer
• The parcel was not collected in a timely manner
• Incorrect address or delivery instructions were provided by the customer
8. Refunds for Safety or Clinical Reasons
If the pharmacist determines the medicine is no longer safe for use due to dispensing error or courier damage, we will replace or refund the item.
9. Refund Policy Exceptions
Refunds are not available for:
• Products already dispensed
• Change of mind
• Items that have been opened
• Incorrect order placed by the customer
• Side effects
• Delay in delivery outside our control
• Customer-caused temperature issues
10. Contact Us
support@pprx.co.uk
020 8191 3034
www.pprx.co.uk
