General Information

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We completely understand that sometimes you would like to return an item. We aim to make this as easy & as seamless as possible. We also strive to abide by the Consumer Rights Act (2015).

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Once your form (new health form or repeat form) is received by us, we review the form at a cost of £10 per person/per form. If you decide to cancel at any stage, we will issue a refund minus the £10 admin fee to have the form reviewed. This £10 admin fee will be deducted from your refund. As per the Health Form you have signed & agreed to, we do not guarantee an exact result, as this is difficult to predict due to everyone being different and everyone responding differently.

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However, there are exceptions in which returns can apply:

 

Any damage or discrepancies with your product/package must be raised with us within 24 hours of your item being received/delivered/signed for.

 

Any defects with the mechanism or use of the product must be identified and highlighted within 72 hours of receipt of your package (from when the package is signed for).

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If a concern, fault or issue arises prior to receipt of your package and you no longer want your product, you must inform us in writing and refuse acceptance of delivery. This will ensure the product is safely sent back to the pharmacy, whilst we address the issue and liaise with you on a suitable remedy. This will not guarantee you a refund or replacement - this will be down to our discretion.

 

Any issues raised after these time frames may not be able to be investigated or remedied.

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Due to this being a prescription-only medication, we are under the clock to address any issues with our pharmacy partners or the manufacturer as soon as possible within their own Returns Policy, which is beyond our control.

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Damaged or Defective or Faulty Goods

 

If your item arrives damaged or defective, we may be able to initiate our Returns Process if the item is found to be damaged or defective.

 

Damage includes;

• Noticeable damage to the outer packaging, which has caused damage to the product itself

• Damage to the blister packaging or notable damage to the pens

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Defective goods include;

• Tablets which have arrived broken or missing

• Pens which do not calibrate or administer the medication correctly

• Pens which are cracked or leaking or visibly damaged

• The liquid within the pens is cloudy or lumpy​

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Our Returns Process

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If a return is agreed between the customer & Valiant Health Ltd, all items sent to the customer must be returned within 14 days of receipt of the damaged goods.

 

However, if you have purchased multiple items & wish to only return one defective item, Valiant Health Ltd may exercise discretion on sending back only the damaged or defective items.

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If required, an investigation will take place to ascertain the full facts, which may include third parties (e.g. the manufacturer of the product, any delivery agents used etc).

 

We will aim to complete our own internal investigation within 14 working days, however please be advised that the timeframe of investigation can be longer if we have to involve any third parties (e.g. the manufacturer of the product, any delivery agents used etc) may take longer. This is beyond our control and will always make you aware of any updates we receive.

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How will we handle your returned item?

 

If an item is damaged or defective, we or the manufacturer will pay the costs associated with returning the item. You will either receive a pre-paid envelope from the manufacturer or you as the customer will pay the return postage up front and then send Valiant Health Ltd proof of postage, which must display the cost of posting the item(s) back.

 

If the investigation finds that the item(s) was indeed damaged or is defective at no fault of the customer, Valiant Health Ltd will offer you:

 

• A full refund of the product cost & the return postage cost; or

• A replacement product & a refund of the return postage cost.

 

If, however, the investigation finds that the item(s) has been returned inappropriately, there is no defect or damage, or the item(s) were intentionally damaged beyond our control, Valiant Health Ltd will not provide a refund or pay for the return postage.

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Processing a Replacement

 

If a replacement is agreed by both parties, we aim to dispense & ship a replacement within 3 working days from the day that the replacement is formally agreed.

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Processing a Refund

 

If a refund is processed for any reason (partial or full), we aim to process the refund within 3 working days to the original payment method used by the customer. We can offer a credit note in the form of Loyalty Points for you to use towards your next order should you prefer this method.

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How will we correspond?

 

All correspondence regarding a return, refund or replacement MUST be made in writing to us via email to hello@valianthealth.net

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Whilst we accept phone calls to discuss things, we will always require an email for formality.

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