Refund & Returns Policy

 

 

At Alluvi Healthcare (alluvihealthcarecentre.com), patient safety, clinical integrity, and transparency are our top priorities. This Refund and Returns Policy outlines your rights and our obligations when placing an order through the Alluvi shop.

 

1. Prescription & Dispensed Treatments Policy

 

Strict No-Return Rule on Prescription Treatments

Under UK legislation and General Pharmaceutical Council (GPhC) standards, we cannot accept returns or offer refunds for prescription medications once they have been approved, dispensed, or dispatched from our pharmacy.

  • Why? Once cold-chain or prescription items (including injection pen devices) leave our controlled facilities, we cannot verify their storage conditions. For patient safety, UK regulations prohibit re-issuing or reselling these treatments to anyone else.

  • Disposal: Unwanted or unused treatments cannot be returned for a refund. However, you can safely take unwanted medications to any local community pharmacy for free safe disposal.

 

2. Cancellations & Order Modifications

 

Order Status

Cancellation Status

Refund Eligibility

Under Clinical Assessment

Can be cancelled

100% Full Refund

Rejected by Prescriber

Automatic cancellation

100% Full Refund

Dispensed / Dispatched

Cannot be cancelled

Non-refundable

  • Cancelling Before Dispatch: If you change your mind before your prescription has been dispensed by our pharmacy team, contact support immediately at support@alluvihealthcarecentre.com. We will stop processing and issue a full refund to your original payment method.

  • Clinical Rejection: If our prescribers determine during your assessment that a treatment is clinically unsuitable for you, your order will be cancelled automatically, and a full refund will be issued within 5–10 business days.

 

3. Damaged, Faulty, or Incorrect Orders

 

We maintain strict quality control standards, but if an issue occurs during transit, we will immediately put it right.

What to Do Upon Delivery

Please inspect your parcel upon arrival. You are eligible for a free replacement or full refund if:

  • The product arrived visibly damaged or leaking.

  • The delivery contains an item sent in error.

  • The device or delivery mechanism is defective or faulty upon receipt.

Reporting Procedure

  1. Contact us within 7 days of receipt at support@alluvihealthcarecentre.com.

  2. Include your Order Number, a brief description of the issue, and clear photographic/video evidence of the defect or damage.

  3. Our clinical team will review the issue and arrange a complimentary replacement shipment or process a full refund.

 

4. Non-Prescription & Over-the-Counter Items

 

For non-prescription wellness accessories or non-medicinal products purchased via the Alluvi shop:

  • You have a 14-day cooling-off period under the UK Consumer Contracts Regulations to request a return.

  • Items must be unopened, unused, sealed in original packaging, and in resalable condition.

  • Return postage costs for non-faulty, change-of-mind items are the responsibility of the customer.

 

5. Refund Processing Times

 

When a refund is approved by Alluvi Healthcare:

  • Payment Method: All refunds are issued directly back to the original card or payment mechanism used during purchase.

  • Timeline: Refunds typically take 3 to 7 business days to appear in your account, depending on your bank or payment provider.

  • Confirmation: You will receive an automated email confirmation as soon as the refund transaction is initiated.

 

6. Need Assistance?

 

If you have questions about your order status, delivery, or a potential refund claim, our support team is ready to help:

  • Email: support@alluvihealthcarecentre.com

  • Website: alluvihealthcarecentre.com

  • Hours: Monday – Friday, 9:00 AM – 5:00 PM GMT

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