Returns & Refunds

At Cuva Health, patient safety and regulatory compliance are our top priorities. As we supply prescription medications, we follow strict UK laws that restrict the return of these items.

❌ Can I return my order?

We are unable to accept returns of any medication, even if unopened. This is in accordance with UK health and safety regulations, which prohibit the reuse or resale of returned medicines once they have left the pharmacy's control.

✅ When am I eligible for a refund?

Refunds may be issued if:

Your order is damaged or faulty on arrival
Your parcel is confirmed lost in transit by Royal Mail
Your order is not approved by our prescribers – in which case any payment authorisation/hold will be cancelled and no funds will be taken

You may also request to cancel your order before it has been approved by contacting our support team. Once an order has been approved and dispensed, it can no longer be cancelled.

We also reserve the right to cancel and refund an order where we determine that it does not comply with our Terms & Conditions. This includes (but is not limited to) cases where the customer is not resident in the UK, or where a postal forwarding or parcel redirection service is used.

⚠️ Cold Chain Deliveries

If your medication requires refrigeration:

You must be available to receive the order
Missed deliveries that result in the item being returned are not eligible for a refund
Do not redirect the delivery after dispatch – this may compromise cold chain integrity

If you experience a delay:

Refrigerate the item immediately on receipt
Contact us before using the medication
Keep all packaging and contents until our investigation is complete

📦 Damaged or Incomplete Orders

If your order arrives damaged or missing items:

Keep all packaging and items
Take clear photographs of the issue
Message us via your patient account with your order number and photos

We may ask you to retain the contents during our investigation. Missing evidence may affect your eligibility for a refund.