30-Day Assurance Programme

We understand how important trust and satisfaction are when it comes to medical products. That is why we offer a 30-day refund assurance on products purchased directly from Noah and Zoey. This programme is a satisfaction assurance, not a guarantee of treatment results; outcomes vary from person to person, and it applies to unopened products only.

Eligibility Criteria

  1. Applicable Products: Products purchased directly from Noah / Zoey, with valid proof of purchase that meets the refund eligibility requirements.
  2. Time Frame: Requests must be submitted within 30 days of the receiving date.
  3. Product Condition: Returned products must be unopened, unused and returned in complete packs, with the original manufacturer packaging and seals intact, and still within their expiry date. A product is deemed opened once the packaging seal has been broken or the product has been removed from its box. Opened or used products cannot be returned or refunded under any circumstances.
  4. Whole-Order Refunds: Products purchased as part of a bundle or set (e.g. medication together with shampoo or conditioner) must be returned and refunded as a whole order. Individual items within a bundle cannot be returned on their own.

Additional Requirements by Product Type

  • Oral prescription medication: Customers must first complete a consultation with our medical team to discuss their experience with the medication and the reasons for their dissatisfaction, so that we can ensure the medication has been used safely and appropriately.
  • Weight-loss injection pens: As above, customers must first complete a consultation with our medical team. Pens may only be returned via the courier collection we arrange, in insulated packaging; pens sent back by the customer or returned by any other means cannot be accepted. The return delivery fee is borne by the customer and will be deducted from the refund. By returning a pen, you confirm that it has been stored as instructed (refrigerated at 2–8°C and protected from light) since delivery. All returned weight-loss injection pens, whether or not they qualify for a refund, will not be re-dispensed and will be safely disposed of in accordance with regulations.
  • Over-the-counter products (e.g. shampoo, supplements): No medical consultation is required; products need only meet the unopened condition set out above.

Refund Process

  1. Request Initiation: Contact our Customer Service team within 30 days of the receiving date and provide your proof of purchase.
  2. Consultation Arrangement: For prescription medication, we will arrange a consultation with our medical team.
  3. Product Return: Once eligibility is confirmed, please return the product within 10 days (for weight-loss injection pens, we will arrange a courier to collect the pens from your address in insulated packaging). Unauthorised returns will not be processed.
  4. Refund Issuance: Once the returned product has been received and inspected, the product cost will be refunded to the original payment method within 14 days. The inspection outcome is determined by our pharmacy and is final; products that do not meet the conditions will be safely disposed of in accordance with regulations and will not be returned.

Refund Amount

  • Only the cost of eligible products actually returned will be refunded, at the price you actually paid (after any discounts or promotions, calculated pro rata).
  • Doctor consultation fees, delivery charges and handling fees (including the return delivery fee) are non-refundable.

Limitations

  • Products purchased through third parties or unauthorised channels.
  • Products that are opened, used, have damaged packaging, or are not returned by the designated method.
  • Products lost or damaged after delivery.

Disclaimer: This programme does not constitute professional medical advice, nor does it guarantee treatment results. For any medical concerns, please consult a healthcare professional. We may decline a request that does not meet these terms, or where there are signs of misuse — including but not limited to repeated refunds, recurring order-and-return patterns, suspected stockpiling or resale, the use of multiple accounts, or any behaviour we reasonably consider to be abuse of this programme. Noah & Zoey Limited reserves the right of final interpretation and decision over this programme, and reserves the right to amend, suspend or terminate this programme at any time without prior notice; such changes will not affect requests already submitted. In the event of any dispute, the decision of Noah & Zoey Limited shall be final.