Our refund policy depends on your order status.
Order placed, consultation not yet completed
✓ Full refund eligible. Cancel your order and receive a full refund.
Consultation completed, prescription not approved
✓ Full refund eligible. If your doctor determines treatment isn't appropriate for you, you'll receive a full refund automatically.
Consultation completed, order not yet shipped
✗ Generally not refundable. Once your prescription is approved, refunds are not available.
Order shipped (in transit)
✗ Generally not refundable. Refunds are only available if delivery is significantly delayed with at least two documented failed courier attempts, verified by our team.
Order delivered
✗ Not refundable. Delivered orders cannot be refunded unless there is a verified product defect. In these cases, we evaluate for replacement, or exception approval.
How to request a refund
If you believe you're eligible, message us through your account or email [email protected] with your order number and reason for the request.
Approved refunds are processed within 5-7 business days to your original payment method.
Note: Prescription medications cannot be returned once delivered due to safety and regulatory requirements.