Returns & refunds

1. Our Commitment

At Shape⁸, your health and satisfaction are our priorities. We are committed to providing you with high-quality services and products. This policy outlines your rights regarding cancellations, returns, and refunds, in compliance with UK consumer protection laws, particularly concerning prescription medications.

2. Prescription Medications

Prescription medications are subject to strict regulatory controls. For safety and legal reasons:

No Returns or Refunds After Dispensing: Once a prescription medication has been prescribed by one of our Partner Prescribers and dispensed by our pharmacy (or a partner pharmacy), we cannot accept returns or offer refunds for it. This is because dispensed medications cannot be reused and must be disposed of safely if returned.
Legal Basis: This policy adheres to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These regulations state that the usual 14-day cancellation right does not apply to medicinal products or services which are either dispensed on prescription, personalised, or which for health protection and hygiene reasons are not suitable for return once unsealed or used.
3. Order Cancellations

3.1. Prescription Medication Orders:

You may request to cancel your order for prescription medication at any point before a Partner Prescriber has issued a prescription for you as part of your consultation.
To request a cancellation, please contact our support team immediately at [email protected] with your order details.
If a prescription has already been issued by a Partner Prescriber and/or your medication has been dispensed, we will be unable to cancel the order or offer a refund (subject to section 4 below).

4. Circumstances Where a Refund May Be Issued

Notwithstanding the above, we may issue a full or partial refund in the following specific circumstances:

Cancellation Before Prescription: If you successfully cancel your order for prescription medication before a prescription is issued by a Partner Prescriber.
Non-Fulfilment by SHAPE8: If we are unable to fulfil your order due to lack of stock or other operational reasons on our part.
Faulty, Damaged, or Incorrect Products:
If you receive medication or products that are faulty, damaged in transit, or not what you ordered, please contact us at [email protected] within 48 hours of delivery.
Please provide your order number, a description of the issue, and photographic evidence if possible.
For prescription medications, we typically cannot accept a return of the item itself. However, we will investigate the issue and, if validated, may offer a replacement or a refund at our discretion. Do not dispose of the medication unless instructed by us or a healthcare professional.
Significant Service or Pricing Errors: If there has been a significant error in the pricing or description of services or products you have ordered, and this error is identified by us or brought to our attention.
Statutory Rights: This policy does not affect your statutory rights under UK consumer law.

5. How to Request a Refund or Report an Issue

To request a cancellation, refund, or report any issue with your order or service, please contact our Customer Support team:

Email: [email protected]

Please include the following information in your communication:

Your full name and email address associated with your SHAPE8 account.
Your order number (if applicable).
A clear description of the issue or reason for your request.
Any supporting evidence (e.g., photos if items are damaged).

6. Processing Refunds

Once a refund is approved, we aim to process it within 7-10 working days.
Refunds will be made to the original payment method used for the purchase. We cannot process refunds to a different card or payment account.
The time it takes for the refund to appear in your account may vary depending on your bank or card issuer.
7. Questions

If you have any questions about our Returns and Refunds Policy, please contact us at  [email protected] .