Refund Policy

Last updated: May 2026

1. Overview

Elva Research Ltd ("Elva Research", "we", "us", "our") is committed to providing clinician-led weight management programmes and prescription medications. We understand that issues can occasionally arise with orders, and this policy sets out the circumstances in which refunds or replacements may be issued, and the process for requesting them.

Because our products are prescription medications that cannot be resold or restocked once dispensed, our ability to accept returns is limited compared to standard retail goods. This policy applies to all orders placed through the Elva Research website and is governed by the laws of England and Wales.

2. Eligibility for Refunds

A refund or replacement may be considered in the following circumstances:

• Damaged or defective products: Medications that arrive in a visibly damaged condition or that demonstrably fail to conform to their stated specification.
• Incorrect items dispatched: Where Elva Research sends a product different from the one ordered.
• Order cancellation before dispensing: Orders cancelled by the customer before the prescription has been dispensed.
• Non-delivery: Where an order is confirmed as lost in transit by the carrier following a formal investigation.
• Programme cancellation: If you have subscribed to a weight management programme, you may cancel future consultations and deliveries in accordance with section 4.
• The Elva Guarantee (first order): If your first order is not right for you, we will refund it in full within 60 days of delivery, whether the vial has been opened and used or not. You do not need to return anything and there is no form to complete. Contact us and we will arrange it. This applies to a customer’s first order only.

Other than under the Elva Guarantee above, refund requests based on a change of mind, ordering in error after dispatch, or a failure to comply with storage and handling instructions fall outside the scope of this policy.

3. Damaged or Defective Products

If your order arrives damaged or the product does not match its specification, you must notify us within 48 hours of receipt. Claims submitted outside this window cannot be accepted.

To raise a damaged or defective goods claim, please contact us at help@elvalabs.co with:

• Your order number;
• A clear description of the damage or defect;
• Photographic evidence showing the condition of the outer packaging, the medication packaging, and any visible damage;
• Confirmation that the product has been stored appropriately since receipt.

Upon review of the evidence, Elva Research will, at our sole discretion, offer either a replacement of the affected product(s) or a full refund of the purchase price. We reserve the right to request return of damaged goods before processing a resolution, at our cost.

4. Order Cancellations

You may cancel your order for a full refund provided it has not yet been dispensed by our pharmacy partner. To request a cancellation, contact us immediately at help@elvalabs.co with your order number.

Given that prescriptions are typically processed and dispensed within 1–2 business days, we strongly recommend contacting us as soon as possible after placing an order if you wish to cancel. Once a prescription has been dispensed, the cancellation window is closed and the standard refund terms apply.

Elva Research reserves the right to cancel any order at our discretion and will issue a full refund in such cases.

5. Non-Refundable Items

The following products and circumstances are explicitly excluded from our refund and returns policy:

• Dispensed medications: Once a prescription medication has been dispensed and shipped, it cannot be returned for hygiene and safety reasons. Dispensed medicines cannot lawfully be reissued to another patient, so where a refund is due under the Elva Guarantee we issue it without asking you to send anything back.
• Products stored incorrectly: Refunds will not be issued where damage or degradation is attributable to improper storage or handling by the customer.
• Change of mind: Outside the Elva Guarantee, which covers your first order for 60 days, we do not accept returns or issue refunds on the basis of a change of mind after dispensing.
• Ordering errors after dispensing: If an incorrect product or quantity was ordered and the prescription has already been dispensed, we are unable to offer a refund.
• Completed consultations: Fees for prescriber consultations that have already taken place are non-refundable.

These exclusions exist because prescription medications are regulated products that cannot be restocked or resold once dispensed by a pharmacy. Accepting returns of dispensed medications would present unacceptable quality, safety, and regulatory risks.

6. How to Request a Refund

To initiate a refund or replacement request, please contact our customer support team:

• Email: help@elvalabs.co
• Include your order number in the subject line (e.g. "Refund Request – Order #12345");
• Provide a clear description of the issue and any supporting evidence (photographs, delivery confirmation, etc.);
• Submit your request within the applicable timeframe (48 hours for damaged goods; before dispatch for cancellations).

We aim to acknowledge all refund requests within 1 business day and to provide a resolution within 3–5 business days of receiving all required information. We may request additional details or evidence before a decision is made.

7. Refund Timeline

Where a refund is approved, it will be processed to the original payment method used at the time of purchase. Please note the following timelines:

• Processing by Elva Research Ltd: Approved refunds are typically processed within 5–10 business days of the decision being communicated to you.
• Bank or card processing time: Once processed by us, your bank or card provider may take a further 3–5 business days to credit the funds to your account. This is outside our control.
• Cancellation refunds: For orders cancelled before dispatch, refunds are typically processed within 2–3 business days.

If you have not received your refund within 14 business days of receiving our confirmation, please contact us at help@elvalabs.co and we will investigate.

Refunds will only be issued to the original payment method and original purchaser. We are unable to issue refunds to a different card, bank account, or third party.

8. Exchanges

We do not operate a standard exchange programme for dispensed orders. In cases where an incorrect medication was dispatched by Elva Research, we will arrange a replacement of the correct item at no additional cost to you, subject to availability.

If the correct product is unavailable at the time of resolution, a full refund will be offered instead. Exchanges requested due to a change of mind, ordering error by the customer, or any reason outside of our fulfilment error are not available once goods have been dispatched, although a first order may still be refunded under the Elva Guarantee.

9. Contact Us

If you have any questions about this Refund Policy, or if you wish to raise a concern about an order, please get in touch:

• Email: help@elvalabs.co
• Company: Elva Research Ltd, registered in the Republic of Seychelles (Company Number: 248808)

We are committed to resolving any issues fairly and promptly. Please provide as much detail as possible when contacting us so we can assist you efficiently.

This Refund Policy forms part of our Terms & Conditions. Elva Research Ltd provides clinician-led telehealth weight management services and prescription medications. All statutory rights under the Consumer Rights Act 2015 and applicable UK consumer legislation are preserved and are not affected by this policy.