Renewe Returns, Refunds & Cancellations Policy

This policy explains your rights and our obligations in relation to cancellations, returns, and refunds when purchasing products or services from Renewe. It is designed to comply with UK consumer protection and medicines regulations.

Please read this policy carefully before placing an order.

Medicines & Returns

Due to UK regulatory requirements, medicines cannot be returned once supplied, regardless of whether they are prescription-only or non-prescription.

This restriction exists because we are legally required to ensure medicines are stored, handled, and supplied under strictly controlled conditions. Once a medicine has left our premises, we cannot verify its storage or integrity and therefore cannot accept it back.

If you no longer require a medicine, please take it to your local pharmacy for safe disposal.

Non-Medicinal Products

Products that are not classified as medicines may be returned within 14 days of delivery, provided that:

  • The item is unused
  • The item is unopened and in its original packaging

Once your return request has been approved, you must return the product within 14 days at your own expense.

Refunds will be processed once the returned item has been received and inspected.

Cancellations

Orders

You may request cancellation of an order by contacting us at info@renewe.uk.

  • Orders for Prescription Only Medicines (POM) cannot be cancelled once they have been dispatched or dispensed
  • Cancellation requests must be submitted before dispatch where possible

A cancellation fee may apply to cover administrative and processing costs. Any applicable fees will be confirmed at the time of cancellation.

Subscriptions

If you are subscribed to a Renewe service or treatment plan, you may cancel your subscription at any time by emailing info@renewe.uk.

  • Your subscription will remain active until the end of your current billing period
  • You will continue to receive any services or products already paid for, unless otherwise agreed at the time of cancellation

We reserve the right to cancel an order or subscription at our discretion, including where continued treatment is deemed clinically inappropriate.

When Refunds May Be Offered

A refund may be issued, in whole or in part, in the following circumstances:

  • You request cancellation before the start of the next subscription period (where applicable)
  • You return an eligible non-medicinal product within the required timeframe
  • You are deemed unsuitable for treatment following a clinical review
  • We are unable to dispense your order due to stock availability
  • A valid promotional offer includes a right to a refund
  • An item is faulty, damaged, incorrect, or supplied in error
  • A pricing, product, or service error has occurred

Refund eligibility is assessed on a case-by-case basis and in accordance with UK consumer law.

Incorrect or Damaged Items

If you receive an item that is damaged, faulty, or incorrect, please contact us as soon as possible.

To help us resolve the issue efficiently:

  • Evidence may be required, which can include photos or a video call review
  • Items should not be used, altered, or disposed of before the issue has been assessed

Where appropriate, we will arrange a replacement or refund. If a return is required due to an error on our part, we will cover the return costs.

Refund Processing

Approved refunds will be issued to the original payment method used at checkout.

We are unable to process refunds to alternative cards or accounts.

Refunds are typically processed within 5–7 business days after approval. Please note that processing times may vary depending on your payment provider.

Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer protection legislation.

Contact Us

If you have any questions about this policy or wish to request a cancellation or refund, please contact us at:

Email: info@renewe.uk