Terms and Conditions
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1. Introduction
Cannaray Wellness Ltd is a CQC-registered healthcare provider offering a range of clinical and wellness services, including weight management, blood testing, men's health, and other preventative health services.
Please read these Terms carefully before using our services.
Clinical services provided through Cannaray Wellness may include consultations, clinical assessments, prescribing, monitoring, and ongoing patient support. All clinical decisions are made by appropriately qualified healthcare professionals acting within their scope of practice and in accordance with applicable clinical guidelines and regulatory requirements.
Certain elements of our services are delivered in partnership with trusted third-party providers, including pharmacies, laboratories, and technology partners.
2. Ordering Products
Orders can be placed online via our website
When you place an order, you will receive an email confirmation acknowledging receipt. This does not mean your order has been accepted.
A contract between you and Cannaray Wellness Ltd will only be formed once we send you a confirmation email stating that your order has been dispatched.
We reserve the right to refuse or cancel any order (for example, due to stock availability, pricing errors, or suspected fraudulent activity).
3. Prices & Payment
All prices are shown in GBP (£) and include VAT where applicable.
Delivery costs (if applicable) will be added to the total before you complete your purchase.
We accept payment through the methods shown at checkout. Payment must be authorised before we dispatch your order.
4. Delivery
Delivery options, timescales, and costs will be shown at checkout.
We aim to deliver within the estimated times provided, but delivery dates are not guaranteed.
If your order is delayed, we will inform you as soon as possible.
Delivery is complete when the products are delivered to the address you provided.
5. Risk & Ownership
Products become your responsibility once delivered to the delivery address you provide.
Ownership of products passes to you only once we have received full payment.
6. GLP-1 and Prescription Medications
Payments for GLP-1 medications and other prescription-only medicines may be taken directly by Cannaray Wellness, or one of our partner pharmacies, depending on the medication.
Payment is taken during the weight loss questionnaire pathway. You may cancel your weight loss order and request a full refund, provided that a Clinician has not yet begun reviewing your clinical information or issued a prescription. By submitting your order, you expressly request that we begin providing the clinical assessment and prescribing services. Once a Clinician has begun reviewing your information, we may deduct £5 for the services already provided, such as providing the clinical assessment. Once a prescription has been issued, the clinical assessment and prescribing element of your order is non-refundable, which is £30.
Once your Prescription Product has been dispensed or dispatched, it cannot be cancelled or returned, except where the product is faulty, damaged, incorrect or where you need to flag this to the pharmacy directly
Please contact support@cannaray.com directly with any questions regarding payments, cancellations or refunds.
7. Faulty or Damaged Products
If your products are faulty, damaged, or not as described, you may be entitled to a refund, repair, or replacement.
Please contact us as soon as possible at support@cannaray.com with details and photos of the issue.
8. Medical Disclaimer
Cannaray Wellness provides healthcare and wellness services delivered by appropriately qualified healthcare professionals.
Information provided on our website, patient materials, communications, and educational resources is intended to support patient understanding and should not replace an individual clinical assessment.
Any treatment recommendations, prescribing decisions, or clinical advice will be based on a clinician's assessment of your individual circumstances.
If you have concerns about your health, symptoms, or treatment, you should seek advice from an appropriate healthcare professional.
If you believe you are experiencing a medical emergency, call 999 immediately or attend your nearest Accident & Emergency department.
9. Regulatory Compliance & Partnership Model
Cannaray Wellness Ltd is a CQC-registered healthcare provider.
Clinical services offered through Cannaray Wellness may include consultations, clinical assessments, prescribing, monitoring, and ongoing patient support. All clinical decisions are made by appropriately qualified healthcare professionals acting within their scope of practice.
Certain elements of our services are delivered in partnership with trusted third-party providers.
To complete patient verification, the following details may be shared with these partners:
Full name
Date of birth
Residential address
Email Address
To help us verify your identity before prescribing, we may ask you to provide proof of identity, such as a valid passport, driving licence or other suitable identification document. Any documents provided will be handled and stored securely and confidentially.
11. Online Consultations
Certain treatments and services may require you to complete an online health questionnaire. This assessment is conducted by our clinical team to determine whether a treatment is clinically safe and appropriate for you.
You must complete this consultation truthfully, accurately, and on your own behalf. If you are unsure about any aspect of your health, you should seek advice from your GP before completing the consultation.
Prescribing clinicians will rely on the answers you provide in making their professional assessments. We may contact you for further information before confirming whether a treatment can proceed.
We recommend that you keep your GP informed of any new treatments or prescriptions you receive.
12. Patient Registration
Patients accessing clinical services through Cannaray Wellness will be required to complete a registration process, including the provision of personal, medical, and lifestyle information relevant to the service being accessed.
As part of this process, a secure patient record will be created and maintained within our patient management system. This record may include your personal details, medical history, consultation records, prescriptions, treatment plans, correspondence, and test results.
Cannaray Wellness utilises third-party technology providers, including but not limited to, Zoho, Oxygenrx, Semble, to support the delivery and management of clinical services. All patient information is processed and stored in accordance with applicable data protection legislation and healthcare record-keeping requirements.
It is your responsibility to provide accurate and complete information during registration and throughout your treatment journey. You must promptly inform Cannaray Wellness of any changes to your health, medications, or personal circumstances that may affect your suitability for treatment.
Patient records will be retained in accordance with applicable legal, regulatory, and professional requirements.
13. Purchasing Products
You must be at least 18 years old and a UK resident to purchase from Cannaray Wellness. We currently only deliver to UK addresses. Orders placed using forwarding services may be cancelled.
13.1 Non-Prescription Wellness Products
Some wellness products do not require a clinical consultation. For certain over-the-counter medicines or regulated health products, a short consultation may be required. All sales are subject to availability.
13.2 Prescription-Only Medicines (POMs)
If your chosen service requires a prescription, the following applies:
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Prescribing decisions are made independently by licensed clinicians
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You may be asked for additional information before a prescription is issued.
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If a prescription is not approved, you will not be charged for the clinical assessment.
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If approved, your prescription will be issued in your name and dispensed by our partner Pharmacy.
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UK law and professional codes of conduct may restrict the frequency and quantity of medication supplied.
13.3 Repeat Prescriptions
Prescriptions may be issued on a repeat basis, subject to clinical review. You will be notified before your prescription expires and advised on how to renew it. Payments for repeat prescriptions are taken in advance of dispensing. Once medication has been dispensed, we cannot issue refunds unless there has been an error.
14. Liability
To the fullest extent permitted by law, Cannaray Wellness will not be liable for any indirect or consequential loss, including loss of income, profit, business opportunity or data, arising from the use of our services.
Cannaray Wellness provides clinical assessment and prescribing services through appropriately qualified healthcare professionals. Any decision to prescribe treatment will be made on an individual basis, taking account of the information provided by the patient and the clinician’s professional judgement. We do not guarantee that treatment will be prescribed or that any treatment will achieve a particular outcome.
Independent pharmacies, laboratories and other third-party providers are responsible for the services they provide, including dispensing and supplying medication, processing samples and producing laboratory results. Cannaray Wellness will not be liable for any act, omission, error or delay caused solely by an independent third-party provider.
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, or any other liability which cannot lawfully be excluded or limited.
15. Changes to These Terms
We may update these Terms of Sale from time to time. The version in force at the time of your order will apply.
16. Governing Law
These Terms of Sale are governed by English law. You may bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings there.
17. Blood Testing Services
Blood test kits supplied through the Cannaray Wellness platform are manufactured and distributed by RDi, a specialist healthcare kitting and sample collection provider. Laboratory analysis is carried out exclusively by Alderley Diagnostic Laboratory, an independent UKAS-accredited pathology laboratory. Cannaray Wellness does not perform any laboratory analysis.
Due to the consumable and personalised nature of blood test kits, the standard 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply once a kit has been dispatched. Please choose your test carefully before ordering.
17.1 Kit Use and Instructions
Each kit contains instructions for safe use and sample collection. Customers must:
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Follow all instructions provided with the kit.
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Use the kit within its expiry date.
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Collect the sample according to the instructions provided.
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Post the sample promptly using the return packaging provided.
Failure to follow instructions may result in the sample being unsuitable for testing.
17.2 Sample Collection and Customer Responsibility
Customers are responsible for collecting their own sample unless otherwise stated. Cannaray Wellness is not responsible for:
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Incorrectly collected samples
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Insufficient blood samples
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Contaminated samples
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Samples returned outside the permitted timeframe
If a sample cannot be analysed, we may provide a replacement kit at our discretion.
17.3 Sample Return and Stability
Some blood samples must be analysed within specific timeframes to ensure accurate results. Customers should:
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Collect samples early in the week (Monday to Thursday).
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Post the sample on the same day as collection.
Cannaray Wellness cannot guarantee that Alderley Diagnostic Laboratory will be able to process delayed or compromised samples.
17.4 Laboratory Analysis - Alderley Diagnostic Laboratory
All laboratory analysis is carried out by Alderley Diagnostic Laboratory, which is accredited by the United Kingdom Accreditation Service (UKAS) and operates in accordance with recognised standards including ISO 15189 for medical laboratories.
Cannaray Wellness does not carry out laboratory analysis and is not responsible for laboratory methodologies, internal quality systems, or any clinical interpretation provided by Alderley Diagnostic Laboratory or healthcare professionals.
17.5 Results and Reporting
Once Alderley Diagnostic Laboratory has completed analysis, results will be made available through the Cannaray Wellness platform. Estimated turnaround times are typically 2–5 working days after the laboratory receives the sample, although this may vary depending on the test. Cannaray Wellness cannot guarantee exact reporting times.
17.6 Interpretation of Results
Blood test results provided through Cannaray Wellness are for general wellness and informational purposes only. They are not intended to diagnose, treat, cure, or prevent any disease or medical condition. Always discuss results with your GP or a qualified healthcare professional.
Reference ranges are provided as general guidance and may vary depending on age, sex, laboratory methodology, and individual health circumstances.
17.7 Abnormal Results
If test results fall outside the laboratory reference range, you may be advised to seek medical advice from your GP or healthcare provider. Cannaray Wellness may provide general wellness information or guidance but does not provide medical diagnosis or treatment recommendations. In rare cases where results indicate a potential urgent health concern, you may be advised to seek urgent medical attention.
17.8 Blood Test Retest Policy
Occasionally, blood samples may not be suitable for full analysis due to factors such as insufficient sample volume, sample clotting, or delays during transit. When this happens, Alderley Diagnostic Laboratory will review the sample to determine which biomarkers can be reliably analysed.
Because Cannaray Wellness offers several different blood test panels, retest eligibility depends on the type of test purchased.
Smaller Targeted Tests
If a biomarker cannot be analysed, we will normally provide a replacement test so the missing marker can be re-analysed.
Larger Multi-Marker Panels
These tests measure a higher number of biomarkers. If one or two biomarkers cannot be analysed, the remaining results will still be issued and the test will be considered successfully processed.
A replacement test may be offered only if:
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Three or more biomarkers cannot be analysed, or
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The sample is rejected by the laboratory due to a quality issue outside the customer’s control.
Where this occurs, Cannaray Wellness may provide a complimentary replacement test at our discretion.
To reduce the risk of sample failure, customers should follow the instructions included in the kit and return their sample Monday–Thursday on the same day the test is taken.
18. Third-Party Partners
Cannaray Wellness works with a range of carefully selected third-party partners to deliver our services, including:
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Mediva Pharmacy (GPhC No. 2060682) - clinical pathways, prescribing, and dispensing.
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Alderley Diagnostic Laboratory - blood test analysis and results reporting.
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RDi - blood test kit manufacturing, kitting, and sample collection.
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Identity verification providers.
While we carefully select our partners, each provider operates independently and is responsible for the services they deliver. Cannaray Wellness is not liable for the actions, omissions, or decisions of these independent providers.
19. Eligibility
To use Cannaray Wellness services, you must:
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Be 18 years of age or older.
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Be resident in the United Kingdom.
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Provide accurate and truthful information when ordering services.
Certain tests or services may have additional eligibility requirements, which will be shown at the point of purchase.
20. Data Sharing
To process orders and deliver services, Cannaray Wellness may share necessary information with our partner providers (including RDi, Mediva Pharmacy and Alderley Diagnostic Laboratory). This may include your name, date of birth, gender, sample identification number, and contact details where necessary. All personal data is handled in accordance with our Privacy Policy and applicable UK data protection laws.
21. Complaints
If you are dissatisfied with any aspect of our services, please contact our customer support team at support@cannaray.com.
Complaints relating to laboratory analysis or pharmacy services may be referred to the relevant provider (Alderley Diagnostic Laboratory or Mediva Pharmacy) for investigation. Where applicable, customers may also contact the relevant regulatory body:
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General Pharmaceutical Council (GPhC) — for pharmacy-related complaints.
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United Kingdom Accreditation Service (UKAS) — for laboratory-related complaints.
22. Service Availability
Cannaray Wellness reserves the right to suspend or withdraw services, change test panels, or change partner providers. Customers will be notified where such changes materially affect existing orders.
Contact Us
Cannaray Wellness Ltd
Email: support@cannaray.com
Updated: 15th July 2026
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