Refund & Returns Policy
Everything you need to know about returns, refunds, and your rights when ordering from Alluvi Health Care — clearly stated, no small print.
Last updated: 27 March 2026 · Applies to all orders placed on alluvishealthscare.uk
Overview & Commitment
At Alluvi Health Care, we are committed to delivering pharmaceutical-grade products and a transparent, patient-first service. This Refund and Returns Policy applies to all purchases made through alluvishealthscare.uk, including our retatrutide 20mg and retatrutide 40mg products, and all other items listed in our online shop.
As a licensed online pharmacy, Alluvi operates in compliance with UK consumer law — including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your statutory rights are fully protected when shopping with us.
Due to the nature of pharmaceutical and prescription products, certain items may be subject to restrictions on return for reasons of patient safety and regulatory compliance. Please read this policy carefully before placing your order.
Prescription & Specialist Products
Products dispensed on a prescription basis — including prescription-only medicines supplied through Alluvi Health Care — cannot be returned or refunded once dispensed under standard circumstances. This is a legal requirement governed by the Human Medicines Regulations 2012 and GPhC pharmacy standards.
Why Dispensed Medicines Cannot Be Returned
- Once dispensed, we cannot guarantee that a product has been stored correctly or that its integrity has been maintained.
- Re-dispensing returned medicines would pose a serious patient safety risk and is prohibited under UK law.
- Temperature-sensitive or controlled products require verified cold-chain storage at all times.
If you have received a product that is damaged, incorrectly dispensed, expired, or not as described, you are entitled to a full refund or replacement. See Section 04 for full details.
Refund Eligibility at a Glance
The table below summarises which scenarios qualify for a refund or replacement. For any product-specific query relating to retatrutide 20mg, retatrutide 40mg, or any other Alluvi product, please contact our pharmacy team directly.
| Situation | Refund / Replacement | Timeline |
|---|---|---|
| Item arrived damaged or broken | Yes — Full | Report within 48 hours of delivery |
| Wrong item dispatched | Yes — Full | Report within 48 hours of delivery |
| Product expired on arrival | Yes — Full | Report within 48 hours of delivery |
| Clinically unsuitable (GP/prescriber advice) | Case by case | Within 14 days of order date |
| Order placed in error (non-dispensed) | Case by case | Before dispatch only |
| Change of mind (non-pharmaceutical) | Case by case | Within 14 days, unopened |
| Dispensed prescription medicine (no fault) | Not Eligible | N/A — legal restriction |
| Opened non-pharmaceutical product | Not Eligible | N/A — hygiene seal broken |
How to Request a Refund or Replacement
Alluvi Health Care aims to resolve all refund and returns requests within 3 working days. Please follow the steps below to ensure the fastest possible resolution.
Contact Our Pharmacy Team
Email us at support@alluvishealthscare.uk with your order number, a clear description of the issue, and photographic evidence where applicable (e.g. damaged packaging, incorrect labelling).
Assessment & Verification
Our qualified pharmacy team will review your case, verify your order details, and may request additional information. All prescription-related queries are handled by a registered pharmacist.
Resolution Confirmed
Once approved, you will receive written confirmation of your refund or replacement. Refunds are processed to your original payment method within 5–10 working days. Replacements are dispatched on the next available working day.
Return of Product (If Required)
In some cases, we may ask you to return the product using a pre-paid return label we will provide. Do not dispose of any product until instructed to do so. Pharmaceutical waste must be disposed of in accordance with MHRA guidelines.
Delivery Issues & Non-Arrivals
Alluvi dispatches all orders with tracked delivery. If your order has not arrived within the estimated delivery window, please take the following steps:
- Check your tracking link (emailed at dispatch) for the latest status update.
- Allow one additional working day beyond the estimated delivery date before reporting a non-arrival.
- Contact our team at support@alluvishealthscare.uk if the issue persists.
Lost in Transit
If your order is confirmed lost by the courier, Alluvi Health Care will offer either a full refund or a complimentary re-dispatch at no additional cost. Claims for lost parcels must be submitted within 14 days of the original estimated delivery date.
Incorrect Delivery Address
Alluvi dispatches to the address submitted at checkout. We are unable to accept responsibility for non-delivery resulting from an address entered incorrectly by the customer. Please review your order confirmation carefully upon receipt.
We offer express delivery on eligible orders. Delivery timeframes and eligibility are detailed on each product page. Visit our shop for current delivery options.
Order Cancellations
You have the right to cancel a non-prescription order within 14 calendar days of placing it, provided the order has not yet been dispatched, in accordance with the Consumer Contracts Regulations 2013.
For prescription orders — including products such as those listed on our retatrutide 20mg product page — cancellation must be requested before the prescription is processed and the medicine dispensed. Once dispensing has commenced, cancellation is not possible.
How to Cancel
- Email support@alluvishealthscare.uk immediately with your order number and the subject line “Cancellation Request”.
- Cancellations are processed in the order received. We cannot guarantee cancellation for orders that have already entered the dispensing or dispatch queue.
- Approved cancellations will be refunded to your original payment method within 5–10 working days.
Alluvi Health Care Money-Back Guarantee
Alluvi Health Care stands fully behind the quality of every product we supply. Where a product you have received is faulty, not as described, or has caused a documented clinical concern under medical supervision, we will issue a full refund — no questions asked.
Our money-back guarantee reflects our commitment to patient safety, pharmaceutical integrity, and long-term trust. We source all products through verified, regulated supply chains, and every order dispatched from Alluvi is subject to pharmacist review.
If a product we supply is defective, mislabelled, expired, or not what you ordered — we will make it right with a full refund or replacement, promptly and without dispute.
Our Quality Standards
Every product available through Alluvi Health Care — from our retatrutide 20mg and retatrutide 40mg listings to the full range in our online shop — is sourced exclusively through licensed, regulated pharmaceutical supply chains.
- All medicines are sourced from manufacturers holding a valid MHRA Manufacturer’s Licence (MIA).
- Cold-chain products are handled and dispatched with temperature monitoring in compliance with GPhC standards.
- Every dispensing event is verified by a GPhC-registered pharmacist before dispatch.
- Batch records and expiry dates are checked at the point of dispensing — not just at intake.
Our quality commitment is the reason our refund rate remains exceptionally low. When an issue does arise, we treat it as a priority and resolve it without delay.
Regulatory Information & Your Rights
Alluvi Health Care operates as a registered online pharmacy in the United Kingdom. You are entitled to the following statutory protections:
- Right to goods that are of satisfactory quality, fit for purpose, and as described — Consumer Rights Act 2015.
- 14-day cancellation right for distance selling of non-dispensed goods — Consumer Contracts Regulations 2013.
- Right to complain to the General Pharmaceutical Council (GPhC) if you are dissatisfied with our pharmacy service.
- Right to seek independent redress via the Citizens Advice Bureau or Trading Standards.
This policy does not affect your statutory rights. If any clause in this policy conflicts with your legal entitlements under UK law, your statutory rights take precedence.
Data & Privacy
All returns and refund correspondence is handled in accordance with our Privacy Policy and the UK General Data Protection Regulation (UK GDPR). Your data is never shared with third parties without consent. See the ICO’s guidance on healthcare data for your full rights.
Policy Updates
Alluvi Health Care reserves the right to update this Refund and Returns Policy at any time to reflect changes in legislation, pharmacy regulation, or our operational procedures. The date at the top of this page will always reflect the most recent revision.
Continued use of alluvishealthscare.uk after any update constitutes acceptance of the revised policy. We recommend bookmarking this page and reviewing it prior to placing a new order.
For any questions not answered by this policy, please visit our help centre or contact our pharmacy team directly.