Terms of Sale
1. Introduction
These Terms of Sale as well as those additional terms and conditions and policies referenced herein and/or available by hyperlink, affect your legal rights and obligations so please read them carefully. You agree to be bound by these Terms of Sale when you purchase products or services from us. If you do not agree to be bound by these Terms of Sale, do not purchase products or services from us.
If you need any help or have any questions regarding our products and services, please email us at team@weightless.co.uk or give us a call on 020 8050 1875.
We reserve the right to update, change or replace any part of these Terms of Sale from time to time at our discretion. If we do so, the updated version will be effective as soon as it is accessible on our website. Please review these Terms of Sale before each order you place so that you are aware of any changes to them. Your continued use of Weightless’ products and/or services following the posting of any changes constitutes acceptance of those changes.
2. Clinical Assessment, ID & Photo verification
Our process starts with an online clinical assessment form that can be found on our website. This must be completed to ensure safe prescribing.
Your assessment begins once we have received and reviewed all required information:
- Valid photo ID (government-issued passport or driving licence)
- Confirmation of your weight
- Completed clinical declaration
- Proof of name, age and address (as per ID above)
- Proof of past prescriptions (if applicable)
- These checks may take up to 3 working days from receipt of all information.
You must complete the online consultation truthfully and to the best of your knowledge. The online consultation should be completed by you, for you. It is very important that if you are unsure of an answer, you check it with your regular doctor, eg GP. We rely on your responses for the purposes of medical assessment and to determine if the treatment is suitable for you.
We ask for a current photograph of yourself as this is an important regulatory requirement, without which we will be unable to prescribe weightloss medication. As such, you will be asked to provide the necessary IDs and photos as part of our assessment process.
In some circumstances, we may need to ask you for further verification of your medical status, which may include a letter from your GP or specialist doctor.
You should always tell your GP about any treatment and medication we supply. We will give you the option of passing on your information to your GP during the online consultation process.
3. Registration
By signing up with Weightless you are creating an electronic patient record which will contain the following information:
- A record of these Terms of Sale and the Privacy Policy which you accepted.
- Your personal details.
- Your treatments, consultations and test results.
You acknowledge and agree that we may archive your electronic patient records including your personal information and treatments for a minimum of 8 years following your last order or prescription.
If there are any changes in your medical condition (new diagnosis, new medication, etc.) you are required to email team@weightless.co.uk to let us know. Any updates in your medical situation could affect your suitability for treatment.
You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. Please contact us if you believe that someone has accessed your account without your permission.
Please do not register more than one account with Weightless and be sure to give us your correct name, address, date of birth, email and telephone number. Failure to do so may result in cancellation of your account.
4. Delivery of your products
At Weightless, we’re committed to delivering your medication safely, securely, and as quickly as possible. We use registered couriers with tracking facilities.
Shipping Options
- Standard Shipping – Orders are shipped within 3–5 working days after your clinical assessment and full ID/Photo verification has been completed.
- Priority Shipping – Orders are shipped within 1 working day after your clinical assessment and full ID/Photo verification has been completed.
Delivery Timeframes
Shipping timeframes are calculated from the completion of your clinical assessment and full ID/Photo verification, not from when you place your order.
You’ll receive an email notification once your assessment is approved and your order is dispatched.
Additional Information
“Working days” are Monday to Friday, excluding UK public holidays.
All orders are delivered in plain, discreet packaging for your privacy.
If additional information is needed for your assessment, dispatch may be delayed.
There may be instances where your delivery is delayed due to circumstances out of our control. We cannot assume responsibility for these delays, but we will do everything we can to ensure that the best service is provided to you.
For any questions about shipping or your order, please contact us at team@weightless.co.uk
5. Refunds
At Weightless, your safety and wellbeing are our highest priorities. Because we supply prescription medication, we must comply with strict healthcare regulations regarding refunds and returns.
No Returns on Medication
Due to regulations, medication cannot be returned once it has been despatched. This ensures patient safety by preventing the risk of tampering, contamination, or improper storage.
For this reason, a sale is considered final and complete once your medication has been despatched.
Refund Requests Before Despatch
Customers may request a refund within 24 hours of making payment, provided the order has not yet been despatched.
Refund requests must be made in writing by emailing team@weightless.co.uk with the subject line:
REFUND – [Your Order Number]
Requests received after the 24‑hour window may not be eligible, unless the conditions below apply.
Refunds After Despatch
Refunds are only possible under the following circumstances:
Suspected Defective Medication
Customers must notify us of any suspected issues within 72 hours of receiving their medication.
The medication must be returned to us for investigation. Please return to:
- Unit 5, Phoenix Business Centre, Rosslyn Crescent, Harrow, HA1 2SP
A review of the concerns will take place within 5 working days after the medication is received by us.
Manufacturer or Governing Body Recall
If a product is subject to an official recall, we will provide instructions for its safe return and issue a refund or replacement as directed.
Outcome of Review
If our review confirms a defect, a refund or replacement will be arranged.
If no defect is found, we will be unable to honour a refund or replacement.
Customers acknowledge that any ex‑gratia refunds (goodwill refunds) remain solely at the discretion of Weightless.
Additional Information
Refunds will be processed back to the original payment method.
Approved refunds are typically processed within 5–7 working days from confirmation.
Working days are Monday to Friday, excluding UK public holidays.
For refund requests or assistance, please contact us at team@weightless.co.uk
6. Use of the products
You are responsible for checking that the medicine is the correct medicine prescribed by us and that such medicine is not damaged in any way. Do not consume any medicine if it is not in-line with that which you were meant to receive.
7. Cancellation by us
We may cancel your order if:
- We have insufficient stock to deliver the products you have ordered.
- We do not deliver to your delivery address.
- We cannot obtain authorisation for your payment.
- We cannot verify your identity and you have ordered a prescription-only medicine.
- We cannot verify that you are aged 18 or over.
One or more of the products you ordered was listed at an incorrect price due to an error in typing or an error in the pricing information received by us from our suppliers.
If we do cancel your order we will notify you by email and will refund you all sums paid within 30 days. We will not be obliged to offer any additional compensation for any disappointment suffered.
8. Our responsibility to you
All of the content on Weightless is to be considered general information and not intended to amount to medical advice. If you are seeking medical advice, you should contact a doctor or clinician and refrain from taking any action regarding your health based on the content of Weightless. If you have any questions, please email team@weightless.co.uk and we will arrange for you to have a consultation with a clinician.
We cannot accept liability for any damages which result from:
Your failure to provide (and continuously maintain) complete, truthful, and accurate information in your patient record, as well as in any online consultation you take with us and in any other information you give us.
Your failure to follow advice given by Weightless, or to pass on relevant information to your regular healthcare provider.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors, and for fraud or fraudulent misrepresentation.
