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Refund & Cancellation Policy

Last Updated: February 11, 2026

1. Overview

This Refund & Cancellation Policy outlines the terms under which refunds and cancellations are handled for services and products provided by Trinsic Innovations Limited, trading as Trinsic RX ("we", "us", "our"). By using our services, you agree to the terms set out in this policy.

2. Consultations

All consultations provided through Trinsic RX are offered free of charge. As no payment is taken for consultations, no refund is applicable for this service.

3. Prescription Orders

Where a prescribing clinician determines that treatment is appropriate, you may be offered a prescription medication. Payment is required only for the prescription product itself. Please note the following:

• Once a prescription order has been dispensed and dispatched, it cannot be returned for resale due to pharmaceutical regulations and patient safety requirements.
• We are unable to accept returns of prescription medication under any circumstances, in accordance with UK pharmaceutical guidelines.
• If your order has not yet been dispatched, you may request a cancellation and full refund by contacting our support team.

4. Subscription Cancellations

If you are enrolled in a recurring prescription subscription through Trinsic RX:

• You may cancel your subscription at any time, for any reason, with no cancellation fees.
• Cancellation will take effect before your next scheduled order. Any orders already dispatched prior to cancellation are subject to the terms outlined in Section 3 above.
• To cancel your subscription, log in to your Patient Portal at portal.trinsic-rx.com or contact our support team.

5. Refunds for Product Issues or Adverse Reactions

We will issue a refund on previous orders in the following circumstances:

• Defective or damaged product: If your medication arrives damaged, defective, or differs from what was prescribed, you are entitled to a full refund or replacement.
• Adverse reaction: If you experience an adverse reaction to a prescribed medication and are advised by your clinician to discontinue use, you may be eligible for a refund on the affected order.
• Incorrect product: If you receive a product that was not prescribed to you, we will arrange a full refund and, where appropriate, dispatch the correct item.
• Delivery failure: If your order is lost in transit and does not arrive within the expected delivery timeframe, we will issue a refund or resend the order at no additional cost.

6. How to Request a Refund

To request a refund, please contact our support team with the following information:

• Your full name and order number
• A description of the issue (including photographs where applicable)
• Any relevant medical information or clinician advice relating to the issue

We aim to review all refund requests within 5 business days. If approved, refunds will be processed to the original payment method within 7–10 business days.

7. Non-Refundable Items

The following are not eligible for refund:

• Prescription medications that have been dispensed, dispatched, and received in good condition, where no product issue or adverse reaction has occurred.
• Orders where the customer has simply changed their mind after the product has been dispatched.
• Products that have been opened, used, or tampered with (unless reporting a defect or adverse reaction).

8. Our Rights

We reserve the right to refuse a refund request if there is evidence of misuse, fraud, or if the claim does not meet the criteria outlined in this policy. All refund decisions are made at the discretion of Trinsic Innovations Limited and in accordance with applicable UK consumer protection legislation.

9. Your Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation. If you believe your consumer rights have not been met, you may contact Citizens Advice or refer the matter to the relevant ombudsman service.

10. Changes to This Policy

We reserve the right to update this Refund & Cancellation Policy at any time. Any changes will be published on our website and will take effect immediately upon posting. We encourage you to review this policy periodically.

11. Contact Us

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