Last updated: 10 July 2026
This Returns and Refunds Policy applies to purchases made directly through the Lotus Weight Loss Clinic website.
Lotus Weight Loss Clinic is a trading name of Lotus Health Co. Ltd, registered in England and Wales under company number 13982460.
Nothing in this policy affects your statutory rights.
Cancelling an order
Please contact us as soon as possible if you wish to cancel an order.
You can request cancellation by:
- Emailing support@lotusweightloss.co.uk
- Calling 02921 151055 during our telephone opening hours
- Completing the Contact Us form on our website
Prescription medication orders
An order involving prescription medication remains subject to clinical assessment and approval by a qualified prescriber.
You may request to cancel your order before it has been clinically approved and sent to our partner pharmacy for dispensing. Where we are able to cancel the order before this stage, we will issue a full refund.
Once an order has been clinically approved, a prescription has been issued or dispensing has started, we cannot guarantee that it can be cancelled.
Once prescription medication has been dispatched, it cannot be cancelled or returned because its storage conditions, temperature and integrity can no longer be guaranteed.
Non-prescription products
For eligible non-prescription products purchased online, you may tell us that you wish to cancel your purchase within 14 days of receiving the product.
After notifying us, you must return the product within a further 14 days.
To qualify for a change-of-mind return, products must be:
- Unused and in their original condition
- In their original packaging
- Complete, with any accessories or instructions included
- Unopened where the product has a hygiene, health-protection or tamper-evident seal
- Stored in accordance with any storage instructions
Certain products cannot be returned following a change of mind, including:
- Prescription-only medicines
- Products prepared or supplied specifically for an individual patient
- Products requiring controlled or temperature-sensitive storage where safe storage can no longer be verified
- Sealed health or hygiene products once the seal has been opened
- Used needles, sharps bins or similar medical accessories
- Perishable products or products liable to expire or deteriorate rapidly
- Personalised products
This does not affect your rights where a product is faulty, damaged or not as described.
Returning medicines
For patient safety, medicines that have been dispatched or supplied cannot be returned for resale or reuse.
If you no longer require a medicine, please take it to a local community pharmacy for safe disposal. Do not place medicines or used needles in household waste and do not return them to Lotus or our partner pharmacy unless specifically instructed to do so.
Faulty, damaged or incorrect products
Please contact us as soon as possible if a product:
- Arrives damaged
- Is faulty
- Is not as described
- Is different from the product you ordered
- Is missing from your delivery
- Appears to have been affected during transit
Please retain the product, its packaging and the delivery packaging while we investigate. We may ask you to provide photographs, the batch number, expiry date or other relevant information.
Do not use a medicine if you believe it may be damaged, faulty, incorrect or unsafe. Contact us for advice before using or disposing of it.
Depending on the circumstances, we may:
- Arrange a replacement
- Ask our pharmacy partner or the manufacturer to investigate
- Arrange collection or return of the product
- Provide an appropriate refund
- Offer another remedy in accordance with your statutory rights
- Where a medicine is suspected to be defective, we may ask you to retain it so that the manufacturer can arrange collection and investigation.
Clinically unsuitable or declined orders
A prescription is not guaranteed when you place an order.
If a Lotus prescriber determines that treatment is not clinically safe or appropriate for you and no treatment or service is supplied, we will refund the relevant payment to your original payment method.
We may also cancel and refund an order where:
- We cannot verify your identity
- Required clinical information has not been provided
- The ordered product is unavailable and no suitable alternative is agreed
- An incorrect price was displayed
- Our prescriber or pharmacy partner believes supply would be unsafe or inappropriate
- We are otherwise unable to fulfil the order
Out-of-stock products
If a product becomes unavailable after you have placed an order, we will contact you.
Where appropriate, we may offer:
- A suitable alternative
- The option to wait for stock to become available
- A full refund
We will not substitute prescription medication without appropriate clinical review and your agreement.
Delayed or lost deliveries
Delivery estimates are not guaranteed.
Where tracking shows that a parcel has been delayed or may be lost, we will investigate with the delivery provider. For prescription medication, we will ordinarily arrange an appropriate equivalent replacement once the parcel is confirmed as lost or remains unavailable seven days after dispatch.
Please see our Shipping and Delivery Policy for further information.
Returning an eligible non-prescription product
Please contact us before sending anything back. We will confirm whether the product is eligible for return and provide the correct return instructions and address.
Do not send products to our registered office or partner pharmacy unless we have specifically instructed you to do so.
Change-of-mind returns should be sent using a tracked delivery service. You are responsible for the return postage cost unless the product is faulty, damaged, incorrect or not as described.
Please retain proof of postage until your return and refund have been completed.
You are responsible for taking reasonable care of a product while it is in your possession.
We may reduce a refund where handling has gone beyond what would reasonably be permitted when examining the product and this has reduced its value.
Refunds
Approved refunds will be made to the original payment method.
For eligible change-of-mind returns, we will process the refund within 14 days of receiving the returned product or receiving satisfactory evidence that it has been returned, whichever occurs first.
Where applicable, we will refund the cost of standard outbound delivery. Additional costs paid for an enhanced or premium delivery option will not normally be refunded beyond the cost of standard delivery.
Although we process refunds promptly, your bank or payment provider may take between three and ten working days to display the funds in your account.
Account credit, loyalty points and promotional rewards may be returned in the same form in which they were originally applied and cannot normally be exchanged for cash.
Telephone and video consultations
You may cancel or reschedule a paid telephone or video consultation by contacting us at least 24 hours before the appointment.
Where at least 24 hours’ notice is provided, we will offer a rescheduled appointment or a refund.
Consultations cancelled with less than 24 hours’ notice are not normally refundable,
although we may agree to reschedule the appointment at our discretion.
Contact us
For cancellation, return or refund enquiries, contact:
Email: support@lotusweightloss.co.uk
Telephone: 02921 151055
Telephone opening hours: Monday to Friday, 12pm to 3pm
Online: Complete the Contact Us form on our website
Please include your name, order number and a brief explanation of the issue so that we can assist you promptly.
