Return, Refund and Appointment Policy

Effective date: 30 August 2026

Physical product returns

Physical products may be returned within seven days of receipt when the customer provides proof of purchase and the product is unopened, sealed, unused and in its original packaging with all labels intact. A restocking fee of up to 10 per cent may apply unless the return results from an error by U-Prime Wellness.

Opened products, probiotics, liquid supplements, powdered superfoods and perishable or temperature-sensitive products cannot normally be returned unless they are defective or the law requires another form of redress.

Customers should inspect an order at delivery and report a damaged or incorrect item promptly. Customers are normally responsible for return shipping unless U-Prime Wellness supplied an incorrect or defective item. Approved refunds are returned to the original payment method or issued as store credit when the customer agrees. Payment providers may require additional processing time.

Returns are currently accepted only within Guyana. Nothing in this policy removes a consumer right or remedy provided by applicable law.

U-Prime Care booking and payment

An appointment request is not confirmed until the selected time has been accepted and payment has been completed or otherwise confirmed. Patients must provide accurate contact and health information. Appointment details and joining instructions are sent to the email address entered during booking.

Free rescheduling

One rescheduling request is free when it is made at least 12 hours before the appointment. The new time is subject to the healthcare provider’s availability and is not confirmed until U-Prime Care accepts it. U-Prime Care may consider later or additional rescheduling requests based on the circumstances and provider availability.

Patient cancellation

If a patient cancels an appointment, U-Prime Care retains 25 per cent of the consultation fee as an administration and reserved-time charge. The remaining 75 per cent is refunded to the original payment method or gift-card balance. Payment providers may require additional processing time.

Missed or late appointment

If a patient does not attend or joins more than 15 minutes late without an agreed arrangement, the appointment may be recorded as missed. A refund is not automatic. U-Prime Care may offer a reschedule after reviewing the circumstances and the healthcare provider’s availability.

Provider cancellation or platform failure

If U-Prime Care or the healthcare provider cancels and the patient does not accept a suitable replacement time, the patient receives a full refund. If a verified U-Prime Care platform problem prevents the consultation, U-Prime Care will arrange a new appointment or provide a full refund.

Clinical scope and emergencies

U-Prime Care is not an emergency service. Anyone who may be experiencing a medical emergency should seek urgent in-person medical care. An online consultation depends on the information available and may not replace a physical examination, diagnostic testing or emergency care. A healthcare provider may recommend in-person assessment, testing or referral when clinically appropriate.

Wellness Gift Cards

Wellness Gift Cards are available in GYD 5,000 and GYD 10,000 values. Each gift card has a unique code and may be used for eligible U-Prime Wellness products and U-Prime Care consultations until the available balance is exhausted. Partial balances carry forward.

Wellness Gift Cards do not expire unless a different expiry date is stated at purchase. They are not redeemable for cash except where required by law. If an eligible purchase paid with a gift card is refunded, the approved amount is normally returned to the same gift-card balance.

Gift-card codes are sent to the recipient email address entered at checkout. The purchaser is responsible for checking that address. A lost code or incorrect recipient address should be reported promptly. Replacement is subject to verification of the original purchase and unused balance.

Contact

Questions about a return, refund, appointment or gift card may be sent to info@uprimewellness.com or +592 756 2034.