Legal
There is no lock-in and no consultation fee — you can stop treatment at any point. What follows explains when an individual order can still be cancelled or refunded, and why dispensed prescription medicine is treated differently.
You can cancel ongoing treatment at any time, with no lock-in and no cancellation fee. Let us know before your next order is prepared and nothing further will be dispensed or charged.
Cancelling does not affect access to your clinical records or your ability to return later.
Refunds may be requested only while medication remains undispatched and undispensed. Requests must be submitted promptly, with your order reference details.
As dispensing can occur on the same day as ordering, any change or cancellation request must be made immediately after purchase.
Once dispensed, medication is customised, labelled and sealed specifically for you. Under UK regulations governing prescription medicines, no cancellations, returns or refunds are permitted after this stage.
This applies regardless of whether the order has been delivered, or whether you later decide not to continue treatment. Any medication returned to the pharmacy must be destroyed and cannot be reused or resent.
ClariDay may refuse or cancel any order before dispatch where this is clinically or operationally necessary — for example if treatment is not suitable for you following clinical review.
Where this happens, all payments made are refunded in full within 15 working days.
To reduce unnecessary waste, we recommend ordering the lowest available starting quantity.
If a pen or device appears defective, notify us within 24–48 hours of receipt and within 45 days of delivery. Confirmed manufacturing faults may be replaced or refunded following manufacturer assessment.
If an incorrect item was supplied, tell us within 24 hours of delivery. If a courier confirms a parcel was lost in transit, you will be offered a replacement or a full refund.
Do not return or dispose of any medication unless instructed in writing.
Approved refunds are returned to the original payment method. Processing can take up to 10 working days, though refunds are often completed sooner.
Where a courier investigation is required, refunds cannot be issued until that investigation is formally concluded — typically up to 6 working days.
Our team is here Monday to Friday, 9am – 7pm.
