Return & Refund Policy

1.1 Regulatory Requirements

Federal and state laws prohibit the return of prescription medications once they have left our facility. This regulation is in place to ensure:

• Patient safety and medication integrity
• Prevention of contamination or tampering
• Compliance with FDA and pharmacy board regulations
• Protection of the pharmaceutical supply chain

1.2 Final Sale

All sales of prescription medications are final once the order has been shipped. By placing an order, you acknowledge and agree to this policy.

1.3 Verification Before Shipping

We encourage you to carefully review your order details before finalizing your purchase. Our pharmacists verify all prescriptions and contact you if there are any questions or concerns before shipping.

2.1 Cancellation Window

You may cancel your order within 24 hours of placement, provided that:

• The order has not yet been processed by our pharmacy
• The order has not been shipped
• Payment has not been finalized (for manual payment processing)

2.2 How to Cancel

To request a cancellation:

1. Contact us immediately at [email protected] or +1 (714) 886-9690
2. Provide your order number and reason for cancellation
3. Our team will verify if the order can be cancelled

2.3 Cancellation Confirmation

If your cancellation is approved, you will receive a confirmation email within 24 hours. Refunds for cancelled orders will be processed within 5-10 business days.

2.4 Orders That Cannot Be Cancelled

Once an order has been processed, dispensed, or shipped, it cannot be cancelled. We process orders quickly to ensure timely delivery, so please review your order carefully before submitting.

3.1 Eligibility for Replacement or Refund

We will replace or refund damaged, defective, or incorrect products if you:

• Report the issue within 14 days of receiving your order
• Provide photographic evidence of the damage or defect
• Have not opened or used the medication (if packaging is compromised)
• Can verify the product is in its original condition

3.2 Types of Issues We Cover

• Damaged packaging: Broken seals, crushed bottles, damaged containers
• Wrong medication: Received medication different from what was ordered
• Wrong dosage: Received incorrect strength or quantity
• Defective products: Manufacturing defects, expired medications (within date at time of shipping), contamination
• Missing items: Items listed on invoice but not received
• Temperature-sensitive issues: Medications that require refrigeration arriving warm

3.3 How to Report an Issue

To report a problem with your order:

1. Contact us immediately at [email protected] or +1 (714) 886-9690
2. Provide your order number and detailed description of the issue
3. Send clear photos showing the problem (packaging, labels, product condition)
4. Do not dispose of the product until we've reviewed your claim

3.4 Resolution Options

Once we verify your claim, we will offer one of the following resolutions:

• Replacement: We will ship a replacement at no additional cost
• Full refund: We will refund the full purchase price including shipping
• Partial refund: For minor issues that don't affect medication safety or efficacy
• Credit: Store credit for future purchases

3.5 Return Shipping

If we determine that a product must be returned, we will provide a prepaid shipping label. Do not return any product without prior authorization from our team.

4.1 Delivery Confirmation

All orders are shipped with tracking and require a signature upon delivery. We are not responsible for packages that are marked as delivered by the carrier.

4.2 Lost Packages

If your package has not arrived within the expected delivery timeframe:

• Standard shipping: Contact us if not received within 21 days
• Express shipping: Contact us if not received within 10 days
• We will initiate a trace with the shipping carrier
• If the carrier confirms the package is lost, we will reship or refund at our discretion

4.3 Stolen Packages

If your package shows as delivered but you did not receive it:

• Check with neighbors, building management, or household members
• Look for delivery notes about alternate locations
• Contact the carrier to confirm delivery details
• File a police report for stolen packages
• Contact us with the police report number for investigation

We review stolen package claims on a case-by-case basis and may require additional verification.

4.4 Insurance Coverage

All orders are insured against loss or damage during transit. Insurance coverage is automatically included at no additional cost.

5.1 Approved Refunds

Refunds are issued only for:

• Orders cancelled within 24 hours (before processing)
• Damaged, defective, or incorrect products
• Lost packages confirmed by carrier
• Orders that we are unable to fulfill
• Duplicate charges or billing errors

5.2 Refund Timeline

• Processing time: 1-3 business days after approval
• Credit card refunds: 5-10 business days to appear on your statement
• PayPal refunds: 3-5 business days
• Bank transfers: 7-10 business days
• Cryptocurrency: 24-48 hours (subject to blockchain confirmation)
• Cash App/Zelle: 1-3 business days

5.3 Refund Amount

Approved refunds include:

• Full product cost
• Original shipping fees (for damaged/defective products or our errors)
• Any applicable taxes

Note: Shipping fees are non-refundable for order cancellations initiated by the customer (unless the order has not been processed).

5.4 Refund Method

Refunds are issued to the original payment method used for the purchase. We cannot issue refunds to a different payment method or account.

5.5 Partial Refunds

Partial refunds may be issued for:

• Minor packaging damage that doesn't affect the product
• Delayed deliveries due to carrier issues
• Incorrect quantities (refund for missing items only)
• Customer satisfaction issues reviewed on a case-by-case basis

5.6 Refund Confirmation

You will receive an email confirmation once your refund has been processed. This email will include the refund amount and expected timeframe for the funds to appear in your account.

6.1 Customer Responsibility

You are responsible for providing a complete and accurate shipping address. Please verify your address carefully before placing your order.

6.2 Address Changes

If you need to change your shipping address:

• Contact us immediately after placing your order
• Changes can only be made before the order ships
• Once shipped, we cannot redirect packages to a new address

6.3 Undeliverable Packages

If a package is returned to us as undeliverable due to an incorrect or incomplete address you provided:

• We will contact you to confirm the correct address
• You will be charged for additional shipping to resend the package
• We are not responsible for orders delayed due to address errors
• If you do not respond within 30 days, the order will be considered abandoned

6.4 Abandoned Packages

Packages returned to us that are not claimed within 30 days will be disposed of according to pharmacy regulations. No refund will be issued for abandoned packages.

7.1 Customs Clearance

International customers are responsible for:

• Understanding import regulations in their country
• Paying any customs duties, taxes, or fees
• Clearing packages held by customs authorities
• Verifying that ordered medications can be legally imported

7.2 Customs Seizures

We are not responsible for packages seized by customs. If your package is seized:

• No refund or replacement will be issued
• You are responsible for any legal consequences in your country
• We recommend verifying import regulations before ordering

7.3 Customs Delays

We are not responsible for delays caused by customs processing. International orders may take 14-21 business days or longer depending on customs clearance times.

8.1 Medication Recalls

In the event of a manufacturer recall, we will:

• Contact all affected customers immediately
• Provide instructions for returning the recalled product
• Issue full refunds or replacements at no cost
• Provide prepaid return shipping labels

8.2 Pharmacy Errors

If we make an error in dispensing your medication (wrong drug, wrong strength, wrong quantity), we will:

• Immediately ship the correct medication at no charge
• Provide instructions for safely disposing of the incorrect medication
• Issue a full refund if you prefer not to receive a replacement
• Cover any expedited shipping costs for urgent corrections

8.3 Medical Emergencies

If you experience an adverse reaction or medical emergency related to a medication we dispensed:

• Seek immediate medical attention (call 911 or your local emergency number)
• Contact us after addressing the emergency
• We will work with your healthcare provider and regulatory authorities as needed
• Refunds are secondary to your health and safety

8.4 Compassionate Exceptions

We understand that exceptional circumstances may arise. If you have a unique situation not covered by this policy, please contact us. We review special requests on a case-by-case basis and may offer alternative solutions when appropriate.

9.1 Contact Information

9.2 Required Information

Please include the following in your refund request:

• Order number
• Full name and shipping address
• Detailed reason for the refund request
• Photos (if claiming damage or defect)
• Tracking information (if applicable)
• Preferred resolution (refund, replacement, or credit)

9.3 Response Time

We aim to respond to all refund requests within 24-48 hours. Complex cases may require additional time for investigation. We will keep you informed throughout the process.

9.4 Documentation

Please retain all packaging, labels, and documentation until your refund request has been resolved. We may request additional evidence to support your claim.