Return & Refund Policy

This Return Policy complies with all applicable federal and state laws, including FDA regulations and State Board of Pharmacy guidelines. It is designed to protect patient safety and ensure integrity in the handling and dispensing of prescription medications.

By purchasing prescription medications or services from Primal Health and Wellness LLC, you acknowledge and agree to the terms outlined below.

Non-Returnable Prescription Medications

In compliance with:

• FDA regulations (21 CFR § 205.50) prohibiting reuse of dispensed medications
• State Pharmacy Board policies on patient safety and contamination risk

We do not accept returns or issue refunds for any prescription medications once they have been dispensed and shipped, including compounded medications. This includes all GLP-1, hormone therapy, and sexual health products due to:

• Risk of contamination or degradation
• Temperature-sensitive handling requirements
• Federal laws prohibiting redistribution of dispensed drugs

Patient Responsibilities

Before placing an order, patients are responsible for:

• Reviewing all prescription and order information for accuracy
• Confirming shipping address and personal information
• Storing medications according to prescribing and pharmacy instructions

Once an order has shipped, we are not liable for:

• Lost or stolen packages
• Incorrect addresses entered by the patient
• Improper storage after delivery
• Missed deliveries due to patient inaction

Exceptions to the No-Return Policy

While we cannot physically accept returns, we will resolve legitimate issues in good faith when reported promptly.

1. Pharmacy Dispensing Errors

If a medication is dispensed incorrectly (e.g., wrong drug, dosage, or label):

• You must notify us within 7 calendar days of delivery
• You must provide:
  • Photos of the medication, packaging, and label
  • Order confirmation or receipt
  • Any other documentation we request

If verified, we will work with the dispensing pharmacy to resolve the issue. Resolution may include:

• Corrected shipment
• Replacement or reimbursement (as legally permitted)
• Updated instructions or clarification

2. Damaged or Compromised Shipments

If your shipment appears damaged or tampered with:

• You must notify us within 72 hours of delivery
• You must submit:
  • Photos of the external packaging and medication container
  • A description of the issue
  • Proof of purchase

We will evaluate the claim and coordinate with the pharmacy and shipping carrier. If appropriate, we may:

• Replace the medication (if allowed by law)
• File a report with the shipping carrier
• Determine if the medication is safe for use

Service & Program Refunds

Refunds for telehealth services or consultations may be issued only if:

• You are medically disqualified and no treatment is provided
• You cancel your intake before provider review begins

Once a provider has reviewed your intake or a prescription has been initiated, we cannot offer a refund.

How to Request Support

To request a resolution or report an issue, please email:

[email protected]

Include:

• Full name and contact information
• Photos and supporting documentation
• Brief explanation of the issue

Incomplete or late submissions may result in denial of refund or replacement.

Legal Acknowledgment

By purchasing from Primal Health and Wellness LLC, you agree to this Return & Refund Policy, including all non-returnable product categories, documentation requirements, and dispute timelines.