Returns and Refunds Policy

1. Clinical Consultations

Consultation fees are generally non-refundable once the consultation has taken place, as the clinical service has already been provided.

This applies to:

• Initial consultations
• Follow-up consultations
• Weight loss consultations
• Skincare consultations
• Any other clinical review or appointment provided by TheraVita Health

If you need to cancel or reschedule your appointment, you must notify us at least 48 hours before your scheduled appointment time.

If you cancel with less than 48 hours' notice, miss your appointment or fail to attend, your consultation fee may be forfeited.

We may allow rescheduling at our discretion depending on the circumstances.

2. Clinical Review and Prescription Decisions

Completing a consultation form, submitting photos, booking an appointment or paying for a service does not guarantee that a prescription will be issued.

All prescription services are subject to clinical assessment and professional judgement.

If treatment is not clinically appropriate, your clinician will explain the outcome and may recommend alternative next steps.

Whether any refund is due will depend on:

• The service purchased
• Whether clinical work has already started
• Whether a consultation has taken place
• Whether a prescription has already been issued
• Whether medication has already been dispensed or shipped
• The individual circumstances of your request

TheraVita Health reserves the right to refuse treatment where it is not safe, suitable or clinically appropriate.

3. Prescription Medicines and Treatment Fees

Prescription medicines cannot usually be returned or refunded once they have been dispensed, dispatched or supplied.

This is because prescription medicines cannot be reused or resold once they have left the pharmacy, even if they are unopened.

Payments for prescription treatment packages are non-refundable once the medication has been dispensed or shipped, unless there has been an error, fault or issue that legally requires a refund or replacement.

If an error occurs on our part, such as an incorrect item being supplied, we will investigate and aim to rectify the issue at no additional cost to you.

If you believe your medication is faulty, damaged or incorrect, please contact us as soon as possible and do not use the item until you have received advice.

4. Digital Products

Digital products are generally non-refundable once they have been delivered, downloaded, accessed or emailed to you.

Digital products may include:

• Meal planners
• Exercise templates
• eBooks
• Downloadable guides
• Digital plans
• Templates
• Educational resources

Due to the nature of digital products, we cannot usually offer a refund once access has been provided.

If you experience technical issues accessing or downloading a digital product, please contact us and we will assist you.

If a digital product is faulty or you receive the wrong digital product, please contact us so we can review and resolve the issue.

5. Personalised Meal and Exercise Plans

Personalised meal plans, exercise plans and tailored lifestyle resources are generally non-refundable once work has started, the plan has been created or the plan has been delivered.

This is because personalised plans are created specifically for you based on the information you provide.

If you believe there is an error in your personalised plan, please contact us and we will review this.

6. Physical Products

Physical products may include:

• TheraVita Shea butter products
• Skincare products
• Cosmetic products
• Wellness products
• Other TheraVita Health physical items

You may request to return an eligible physical product within 14 days of receiving your order.

To be eligible for a return, the product must be:

• Unused
• Unopened
• In its original packaging
• In a resalable condition
• Returned with any seals, labels or protective packaging intact, where applicable

7. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible.

Your email should include:

• Your full name
• Your order number
• A description of the issue
• Clear photos of the item, packaging and any damage, where relevant

If the item is confirmed to be faulty, damaged or incorrect, we will offer an appropriate resolution, which may include a replacement, refund or other remedy depending on the circumstances.

Please do not dispose of the item or packaging until we have reviewed your request.

8. Returns Process for Physical Products

To request a return, please email us first.

Your email should include:

• Full name
• Order number
• Item you wish to return
• Reason for return
• Confirmation that the item is unopened, unused and in its original packaging

Once your return request has been reviewed and approved, we will provide return instructions.

Please do not return items without contacting us first, as we may be unable to process unauthorised returns.

9. Return Postage

Return postage costs are the responsibility of the customer unless the item is faulty, damaged, incorrect or we have made an error with your order.

We recommend using a tracked postal service when returning items, as we cannot be responsible for returned items that are lost in transit.

Original shipping costs are generally non-refundable unless the item is faulty, damaged, incorrect or a refund of delivery charges is legally required.

10. Refunds for Returned Physical Products

Refunds are issued once the returned item has been received and inspected.

If the return is approved, the refund will be processed back to the original payment method.

Approved refunds are usually processed within 7-10 working days after the returned item has been received and inspected. Your bank or payment provider may take additional time to make the funds available.

We reserve the right to refuse a refund if the item is returned used, opened, damaged by the customer, not in its original packaging or not in a resalable condition.

11. Pre-Order Products

If you purchase a pre-order product, the expected dispatch timeframe will be stated on the product page where possible.

Pre-order dispatch dates are estimates and may change due to production, packaging, supplier, stock or courier delays.

If there is a significant delay, we will aim to update you.

If you wish to cancel a pre-order before it has been dispatched, please contact us as soon as possible. Once the item has been dispatched, the standard physical product return policy will apply.

12. Sale Items, Promotional Offers and Discount Codes

Items purchased during a sale or promotion may still be eligible for return if they meet the return conditions in this policy.

Refunds for discounted items will be based on the amount actually paid after any discount or promotional code was applied.

Discount codes cannot usually be applied retrospectively after an order has been placed.

13. Refund Processing Times

Approved refunds will be returned to the original payment method.

Refunds are usually processed within 7-10 working days after approval, although your bank or payment provider may take longer to show the refund in your account.

If you have not received your refund after this period, please check with your bank or payment provider first, then contact us if you still need support.

14. When Refunds May Be Refused

We may refuse a refund where:

• A consultation has already taken place
• Clinical work has already started or been completed
• A prescription has already been dispensed or shipped
• A digital product has already been delivered, downloaded or accessed
• A personalised plan has already been created or delivered
• A physical product has been opened, used or damaged by the customer
• A product is returned outside the eligible return period
• A product is not returned in its original packaging or resalable condition
• The issue was caused by incorrect information provided by the customer
• The return request does not meet the conditions in this policy

This does not affect your statutory rights.

15. Your Responsibilities

You are responsible for:

• Providing accurate order and delivery details
• Checking your order confirmation carefully
• Contacting us promptly if there is an issue
• Following any return instructions provided
• Returning eligible items safely and securely
• Using products only as directed
• Reading product information, warnings and patient information leaflets where applicable

For prescription medicines, you must use the medicine only as prescribed and seek advice if you have side effects or concerns.

16. Contact Us

For any questions or concerns about cancellations, returns or refunds, please contact us.

17. Policy Updates

We reserve the right to update this Returns and Refunds Policy at any time.

Any changes will be posted on our website and will apply to future bookings, purchases and orders from the date the updated policy is published.