Returns & refunds

Returns, Refunds, and Cancellations Policy

1. Returns

Please note that for safety reasons, we do not accept returns of medical products, including prescription or non-prescription medicine. If you have unwanted medicine please take it to a local pharmacy for safe disposal.

As this is the case we are unable to offer refunds for returned prescription treatments unless they fall under the below reasons.

In addition to your rights above you may return a product if it is damaged, defective, or if the wrong product has been sent to you. On some occasions we may require evidence such as a photo of damaged, defective, or wrongly received treatment. We are unable to reimburse the cost of return delivery.

You can cancel your order for prescription treatment up until the point it has been approved by a clinician.

For orders relating to non-medical products, you have 14 days to change your mind about the products beginning after the day you receive the products, unless they are split into several deliveries over different days. In this case you have until 14 days after the day you receive the last delivery to change your mind about the products. This excludes sealed products which are not suitable for return due to health or hygiene reasons (unless these items were damaged or faulty when delivered to you or have been incorrectly delivered).

If the product, including medical products, is damaged or defective, or the wrong treatment has been sent please let us know and we will either replace the product, or refund you the amount paid for you for the product in question.

You must return the product to us in accordance with our reasonable request as soon as possible after informing us that the product is damaged or defective. We are happy to accept requests for refunds for any products that are damaged, defective or have been issued in error, for up to 2 months after you received your item.

If you are entitled to a refund, the price paid for the product will be refunded to you by the same method that you used to pay. Refunds will be made once the matter is settled between our customer care team and yourself. You should expect your refund to reach your bank within 4-5 working days of it being issued.

If our delivery provider returns your parcel to us for any reason, we will keep it for you for 4 weeks and contact you about rescheduling delivery free of charge. If you do not reply to our attempts to get in touch with you within that 4-week timeframe, we are required to destroy the medication.

3. Cancellations

You may cancel your order for a full refund before it has been processed and shipped. Once your order has been shipped, it cannot be cancelled.

To cancel an order, please contact our customer service team as soon as possible at support@hebahealth.com with your order details.

4. Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately at support@hebahealth.com with photos of the damaged item and packaging. We will arrange for a replacement or refund as appropriate, and may request the return of the damaged item at our expense.

5. Contact Us

If you have any questions, concerns, or requests regarding our Returns, Refunds, and Cancellations Policy, please contact us at support@hebahealth.com. Our customer service team is here to assist you and ensure your satisfaction.

This Returns, Refunds, and Cancellations Policy is subject to change without notice. Please refer to the latest version on our website for updates.

Last updated: 31 January, 2026.