Politique de résiliation

Cancellation, Returns and Refunds Policy

1. About this policy

This policy explains when you can cancel an order, when a refund may be available, and when returns are not possible for safety and regulatory reasons.

This policy applies to prescription treatment orders placed through our online service and to future subscription renewals. It does not affect any rights you may have under applicable consumer law.

2. Important information about prescription treatment requests

When you place an order for prescription treatment, you are requesting:

  • a clinical assessment, and
  • if appropriate, supply of treatment.

A specific medication, strength, quantity, or dose is not guaranteed and remains subject to clinical review, prescribing suitability, stock availability, and pharmacy checks.

3. Cancelling before clinical review begins

If you contact us to cancel your order before a clinician has started reviewing your case, we will cancel the order and provide a full refund.

4. Cancelling after clinical review has started

If a clinician has already started working on your case, we may be entitled to retain a reasonable and proportionate amount for the clinical service already provided, where this was clearly disclosed to you before purchase and permitted by law.

Any retained amount will reflect work already carried out and will not be used as a penalty.

5. If your order cannot be fulfilled by us

If we cannot fulfil your order because of:

  • stock unavailability,
  • system errors,
  • operational or fulfilment issues,
  • pharmacy processing issues, or
  • another issue on our side,

we will provide an appropriate remedy, which may include a full refund, replacement, amended order, or other suitable resolution depending on the circumstances.

We will not apply a cancellation or administration charge where the issue was caused by us.

6. If your requested dose or treatment is not clinically appropriate

If the treatment, strength, or dose you requested is not clinically suitable, we may:

  • offer a clinically appropriate alternative,
  • reduce the dose where appropriate and refund any difference in price, or
  • cancel the medication part of the order and issue any refund properly due.

7. Once an order has been clinically approved

For prescription treatments, cancellation is generally only possible before the prescription has been reviewed and approved.

Once your prescription has been approved, your order may immediately move into pharmacy processing and fulfilment. At that stage, cancellation may no longer be possible.

8. Once medication has been dispensed or dispatched

Once prescription medication has been dispensed or dispatched, we cannot accept returns for change of mind and we cannot normally offer a refund.

This is because prescription medicines cannot be safely reused or resold once they have entered the patient supply chain.

9. Subscription orders

Some treatments are supplied on a subscription basis.

You can pause or cancel your subscription for future renewals through your account or by contacting our Customer Care team before your next renewal or processing date.

Cancelling a subscription stops future payments and future orders only. It does not cancel an order that has already:

  • entered clinical review,
  • been approved,
  • been processed by the pharmacy,
  • been dispensed, or
  • been dispatched.

10. Duplicate, mistaken, or unintended subscription orders

If you believe a subscription order was placed in error, duplicated, or processed unexpectedly, contact us as soon as possible.

We will review the stage of the order and, where the issue is linked to a system, process, or account-management error on our side, we will take appropriate action, which may include cancellation, amendment, refund, or reinstatement of your subscription settings.

11. Wrong item, wrong strength, damaged order, or fulfilment error

If you receive:

  • the wrong medication,
  • the wrong strength,
  • an order affected by a dispensing or fulfilment error,

please contact us as soon as possible so we can investigate and arrange an appropriate remedy.

12. Delivery issues

Courier delays do not always make an order cancellable once it has been approved, dispensed, or dispatched. However, if your order is lost, materially delayed, damaged, or affected by a fulfilment issue, we will review the case and decide on the most appropriate resolution, which may include replacement, redelivery, or refund.

13. Returned or unwanted medicines

Please do not send prescription medicines back to us unless we specifically ask you to do so.

If you have unwanted prescription medication, it should usually be taken to a local pharmacy for safe disposal.

14. How to request cancellation or support

To request a cancellation or report an issue, please contact our Customer Care team at info@rightangled.com using the contact methods shown on our website or in your account.

Please include:

  • your order number,
  • your full name,
  • the reason for your request, and
  • any relevant supporting information.

15. Refund timing

Where a refund is due, we will process it without undue delay and usually to the same payment method used for the original transaction.

 

Last update: 28/03/2026