Refund & Returns Policy

Last updated: 01/08/2025

At Truvva, we are committed to providing safe, effective, and high-quality weight loss treatments. Because we operate under strict UK pharmacy regulations and dispense prescription medications, our ability to offer refunds or accept returns is limited by law. Please read our Refunds Policy carefully before placing an order.

1. Prescription Medicines Are Non-Returnable

Due to the nature of our services and the legal classification of prescription medicines:

  • We are unable to accept returns or offer refunds on any prescription treatments once they have been dispensed and shipped.
  • This is in line with UK health and safety regulations, which prevent the resale or reuse of returned medications.

If you believe there has been a dispensing error or the product is faulty, please contact us (see Section 4 below).

2. Order Cancellation

You may cancel your order before your prescription has been approved by our pharmacist or prescriber. If you wish to cancel:

  • Contact us immediately at info@truvva.co.uk
  • If your order has not yet been approved, we will issue a full refund.
  • If your order has already been approved, dispensed, or shipped, it cannot be cancelled or refunded due to legal restrictions.

3. Damaged, Incorrect or Faulty Items

We accept returns only for defective, damaged, or incorrectly dispensed items.
Customers must contact us within 3 days of receiving their order by emailing info@truvva.co.uk with their order number and details of the issue.

If the product is confirmed to be faulty or dispensed in error, we will offer a replacement or full refund.

If your medication is found to be faulty, damaged, or dispensed in error, Truvva will cover all return shipping costs.
We will provide a prepaid returns label or arrange a courier collection to ensure the item is returned safely in accordance with pharmacy regulations.

Medicines that have been correctly dispensed and shipped cannot be returned or refunded due to UK health and safety regulations.
Exchange Policy
We do not accept exchanges. If your item arrives damaged, defective, or has been dispensed incorrectly, please contact info@truvva.co.uk within 3 days of receiving your order.
If the issue is confirmed, we will arrange a replacement or refund as appropriate.
Prescription medicines that have been correctly dispensed cannot be exchanged for safety and regulatory reasons.

4. How to Contact Us

If you need to cancel your order (before approval), report a problem, or request support:

  • Email:  info@truvva.co.uk
  • Post: Cuckfield Chemist, Ground Floor Shop, 1 Hillcrest, Ockenden Lane, Haywards Heath, RH17 5LD
  • Please include your order number and full name in all correspondence to help us process your request efficiently.

5. Refund Processing Time

If a refund is approved:

  • It will be processed to your original payment method.
  • Please allow 5–10 business days for the funds to appear, depending on your bank or payment provider.

6. We Reserve the Right to Refuse Refunds If:

  • The request is made after the product has been shipped, unless there is a confirmed fault.
  • There is evidence of tampering, misuse, or false claims.
  • We are unable to verify the issue due to missing information (e.g., no photo of a damaged item).

7. Legal Compliance

Truvva operates as a registered pharmacy under the General Pharmaceutical Council (GPhC) and complies with UK Medicines Regulations. This means we must:

  • Uphold strict safety protocols
  • Only dispense medications with a valid prescription
  • Ensure no medicines are resold or reused once dispensed

8. Thank you for understanding

We appreciate your trust in Truvva. Our team is here to ensure you receive the safest and most effective care possible. If you have any questions, don’t hesitate to contact us.