Refund & cancellation policy

In short: your consultation is free. If you start treatment, you can skip, pause or cancel your plan at any time in your account with no fees. For safety, dispensed medicines can't be returned, but we refund you if something goes wrong.

1. Consultations are free

There is no charge for your consultation, the clinician's review, messages or video consultations. If treatment isn't suitable, you pay nothing.

2. How you pay

If you start treatment, you pay monthly by Direct Debit, set up on our payment provider's secure page. Each month's payment covers that month's treatment and delivery. You are protected by the Direct Debit Guarantee: if an error is made in the amount or date of a payment, you are entitled to a full and immediate refund from your bank.

3. Skipping, pausing and cancelling

• In your account, under Manage prescription, you can skip a month, pause for 1–3 months, or cancel – at any time, with no fees.
• If you make the change before your next payment is taken, you won't be charged for that month and nothing will be sent.
• If your next order has been paid for but not yet dispatched, message us in your account and we will cancel it and refund you in full.
• Once an order has been dispatched, it is covered by section 4.
• You can also cancel by emailing hello@trinsic-rx.com.

4. Returns of medicines

For safety reasons, and in line with pharmacy rules, medicines cannot be returned once they have been dispensed and dispatched, even if unopened. This does not affect section 5 or your legal rights.

5. When we will refund you

• Damaged, faulty or wrong item: a full refund or a replacement, whichever you prefer.
• Lost in delivery: if your order doesn't arrive within the expected time, we will resend it or refund you.
• Side effects: if you have a reaction and your clinician advises you to stop treatment, we will refund the affected order and stop your plan.

6. How to ask for a refund

Message us in your account (the best way, as it is secure), or email hello@trinsic-rx.com with your name and what went wrong – please don't include medical details or photos in an email. We aim to reply within 5 working days. Approved refunds are paid back to the account you paid from, usually within 7–10 working days.

7. When we may refuse

We may refuse a refund if there is evidence of misuse or fraud, or if a request doesn't meet this policy. We will always explain why.

8. Your legal rights

This policy does not affect your legal rights, including under the Consumer Rights Act 2015. For free advice, contact Citizens Advice (citizensadvice.org.uk, 0800 144 8848) or, in Northern Ireland, Advice NI or Consumerline.

9. Changes and contact

We will update this page and the date at the top if this policy changes. Trinsic Innovations Limited, 7a Ballymullan Road, Crawfordsburn, Co Down, BT19 1JG · hello@trinsic-rx.com.