Because the products are prescription and compounded medications, orders are final sale and can't be returned or refunded once placed. Dispensed medication can't be accepted back or resold, for safety and legal reasons, so this is standard across licensed telehealth.
There are a few specific exceptions:
If a clinician declines to prescribe, or an order isn't accepted, the client isn't charged for that product, or is refunded if payment was already taken.
If the wrong product ships or an order arrives incomplete, the client should contact support and the team will make it right.
If a product is discontinued or becomes unavailable after an order is placed, the order may be cancelled and refunded.
For telehealth visits, a visit fee may be refundable if the client cancels before the visit is scheduled. Once a visit is scheduled, it's non-refundable.
For subscriptions, we send a reminder about 48 hours before each renewal so clients always have a chance to cancel, pause, or adjust before they're charged. Once a renewal charge has processed, it isn't refundable. Clients can cancel or pause anytime through the portal, and cancellation takes effect at the end of the current period.
The full terms of service govern in every case.
For any refund or order issue, the fastest path is for the client to message support through the portal.