Returns Policy
Evernu Ltd — Effective Date: August 13, 2026 — Governing Law: England and Wales
At Evernu, we're committed to providing you with the best possible service and support throughout your treatment journey. Our returns policy is designed with your safety in mind while complying with the legal requirements that govern prescription medications.
Prescription Medications
Cancellation Window: You may cancel your order at any point before your prescription has been reviewed and approved by our medical team.
After Approval: Once a prescription-only medication has been approved by our clinicians, we are unable to cancel the order or accept a return of the items. This applies regardless of whether the medication has been dispatched.
This policy is in line with the Consumer Protection (Distance Selling) Regulations 2000, which exempts prescription medications from standard return rights.
Legal Basis
The regulations state that consumers do not have the right to cancel a contract for:
"...the supply of goods made to the consumer's specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly."
Prescription medications are, by their nature, personalised to the individual patient. As such, they fall within this exemption and cannot be returned once dispensed.
Non-Prescription Items
For any non-prescription item purchased through Evernu — including our at-home blood test kits — we accept returns within 30 days of the date of purchase. Items must be unused and in their original packaging.
Returns are free. Contact our Customer Care Team at [email protected] or on +44 7441 486124 and we will send you a prepaid returns label — there is no cost to you, and no restocking fee.
Returns are sent to:
Evernu Ltd1 Skeoge Industrial Estate
Londonderry
Northern Ireland
BT48 8SE
Please use the prepaid label we send you rather than posting an item back unannounced, so we can match your return to your order and refund it without delay.
Once your return reaches us we will refund the full amount you paid, to your original payment method, within 14 days.
Blood test kits carry a hygiene seal. Once that seal is broken the kit cannot be reused and we are unable to accept it back, so please contact us before opening a kit you may want to return. This does not affect your statutory rights.
Our Commitment to You
While we are unable to accept returns on prescription items, our team is here to support you at every stage of your treatment. If you have any concerns about your medication, side effects, or your treatment plan, please reach out to our Clinical Team — we're always happy to help.
Your health and wellbeing are our top priorities, and we're dedicated to ensuring you have the best possible experience with Evernu.
Contact Us
If you have any questions about this policy or wish to request a cancellation before prescription approval, please get in touch:
- Email: [email protected]
- Via your patient dashboard at evernu.co.uk/dashboard/support