1. Who we are
This website is operated by Jood Limited (“Jood”, “we”, “our”, “us”). All prescription‐only and pharmacy‐supplied medicines offered through Jood are sourced, dispensed and distributed by our licensed partner Ihsan Pharma Ltd, MHRA-registered (WDA (H) and GDP compliant) and regulated by the General Pharmaceutical Council (GPhC).
Registered office: Jood Limited, 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom.
Company number: 12345678 (England & Wales).
2. Why most returns are not possible
All weight-management injections we supply (e.g., semaglutide, liraglutide and related GLP-1 products) are medicinal products that require temperature-controlled storage and are sealed for health protection. Under:
- Regulation 28(1)(d) & (e) Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – the 14-day “cooling-off” right does not apply to medicinal products that:
- a) are liable to deteriorate or expire rapidly; or
- b) are sealed for health or hygiene reasons and become unfit for resale once unsealed.
- Consumer Rights Act 2015 s.19(4) – retailers may refuse returns where resupplying the product would breach health-and-safety or medicines legislation.
- Human Medicines Regulations 2012 & GDP Guidelines – prohibit redistribution of returned prescription medicines.
For these reasons we cannot accept returns simply because you change your mind, no longer need the product, or your weight-loss plan changes once an order has been dispatched.
3. When we can offer a return or refund
In line with sector practice and regulatory expectations, we will consider a return, replacement or refund only when one of the scenarios below applies and you notify us within 48 hours of delivery:
| Scenario | What we’ll do | Evidence you must provide |
|---|---|---|
| Cold-chain failure in transit (e.g., product arrives warm, ice packs melted, temperature-monitoring label triggered) | Full refund or reship at no extra cost | Clear photographs of the shipping box, temperature indicator and product, plus delivery timestamp |
| Product damaged or leaked on arrival | Replacement or refund for affected item(s) | Photos of outer packaging and damaged goods |
| Incorrect item, strength or quantity supplied | Collect (& safely destroy) wrong item; dispatch correct order or refund | Order number and item photos still sealed |
| Official product recall or manufacturer quality-defect notice | Refund or compliant substitute in accordance with MHRA recall instructions | Recall notice reference |
| Allergic reaction / serious adverse event before first use confirmed by a healthcare professional as linked to an excipient allergy disclosed at checkout | Refund minus delivery fee | Written confirmation (e-mail is fine) from prescribing clinician or GP |
Important: We cannot take back partially used pens/cartridges or vials under any circumstances. If you experience an adverse reaction after first use, contact your prescriber and report through the MHRA Yellow Card Scheme.
4. How to start a return / refund request
- Contact us within 48 hours of the recorded delivery time at hello@joodlife.com
- Include your order number, a description of the issue and the photographs / documents listed above.
- Our pharmacist will assess your evidence within two UK business days.
- If approved, we will:
- issue a prepaid returns label (where physical return is legally permitted), or
- arrange safe disposal in line with GDP rules and process your refund or replacement dispatch.
5. Refund timeline & method
Approved refunds are processed to the original payment method within 5–7 working days after we confirm eligibility (currency conversion fees or third-party payment-provider charges are non-refundable). If we reship, delivery is by the same service level purchased originally.
6. Your statutory rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015 regarding faulty goods, nor any other statutory rights that cannot be excluded by law. Where UK medicines law conflicts with general consumer law, medicines law takes precedence to protect patient safety.
7. Complaints & dispute resolution
If you’re unhappy with our decision, please escalate to hello@joodlife.com We aim to resolve formally within 14 days. Unresolved disputes may be referred to:
- General Pharmaceutical Council (for dispensing issues)
- Trading Standards via the Citizens Advice Consumer Service
- Alternative Dispute Resolution (ADR) provider details supplied on request
8. Policy updates
We may amend this policy to reflect changes in legislation, regulatory guidance or business practice. Material changes will be posted on this page and, where appropriate, notified via e-mail.
