Refund policy
Refund Policy of CheqUp Health Limited
Before seeking a refund for a purchase, please read our Refunds & Cancellations Policy (https://chequp.com/pages/terms-conditions) to clarify whether you are entitled to one. You must contact us in writing via help@chequp.com and a customer service operative will be able to assist you with your request.
RIGHT TO CANCEL (PRESCRIPTION PRODUCTS ONLY)
This section applies to prescription medications only. Separate cancellation rights apply to supplements as set out below.
You have a right to cancel your order up until the point it is approved by one of our prescribers. Once a prescription has been approved by a licensed healthcare professional, the order is final and cannot be cancelled or refunded. This is in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which stipulate that consumers have no right to cancel contracts for:
"the supply of goods made to the consumer’s specifications or clearly personalised, or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly."
Additionally, prescription medications are subject to pharmaceutical regulations, which prohibit the return or refund of prescription-only medications once they have been dispensed. This policy ensures the safety and integrity of the medication supply chain and is in place to protect both consumers and the public from risks associated with the resale or reuse of prescription medications.
By placing an order with us, you acknowledge that once your prescription has been approved and processed by a licensed healthcare professional, the order is final and cannot be cancelled or refunded.
DEFECTIVE GOODS
If the Products you receive (including prescription medications or supplements) are defective, damaged or wrong, then you must contact us immediately upon receipt of such Products by email at help@chequp.com. We honour our legal duty to provide you with Products that are as described to you on our website and that meet all the requirements imposed by law. In that light, we may require evidence from you in the form of, for example, photographs of the defect, damage or wrong Product. If we are reasonably satisfied that the Products are defective, damaged or wrong, we will arrange to resend you, at no further cost, replacement Products. If we are unable to replace the Product, then we will refund you (to the payment card from which the payment was made) the amount paid by you for the relevant month’s subscription.
This does not apply to Products you believe to be ineffective. If you think the Products are not working, then it may be the case that you need to make certain lifestyle changes in order to get the best possible results. Alternatively, a different treatment may be more suited to you.
SUPPLEMENTS (NON-PRESCRIPTION PRODUCTS)
Supplements are non-prescription retail products and are not subject to the same restrictions as prescription medications.
You have the right to cancel your order for supplements within 14 days of receiving the products, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, provided that the products are returned in a suitable condition. We may reduce any refund if the products show signs of use beyond what is necessary to inspect them. Once you have notified us of cancellation, you must return the supplements to us within 14 days.
For hygiene and safety reasons, and in line with consumer law, we cannot accept returns of supplements that have been opened, used or where any seal has been broken, unless the product is defective.
If a supplement is defective, damaged or incorrect, please contact us in accordance with the process set out above.
DELIVERY FEES
Delivery fees are non-refundable once the parcel has been picked and packed, as the delivery service has already been initiated. This process is automated and may take 15 to 30 min to occur after the customer places their order.