Refund Policy
Last updated: April 10, 2026
Prescription Medication Refunds
Due to federal and state pharmacy regulations, prescription medications cannot be returned or refunded once they have shipped. This is for the safety of all patients — we cannot resell or reuse any medication that has left our partner pharmacy. This policy applies to all compounded peptides and any other prescription product.
When You Will Receive a Refund
We will issue a full refund in the following situations:
- Provider denial. If the licensed healthcare provider determines that treatment is not appropriate for you, you will not be charged. Any pre-authorization on your card will be released within 5-10 business days.
- Order not yet shipped. If you cancel your order before it has been processed by the pharmacy, you will receive a full refund.
- Damaged in transit. If your medication arrives damaged or compromised, contact us within 7 days of delivery for a replacement or refund.
- Wrong product shipped. If the pharmacy ships the incorrect medication, contact us within 7 days for a replacement at no cost.
- Billing error. If you were charged in error, contact us and we will reverse the charge.
Subscription Cancellations
You may cancel your subscription at any time. Cancellation takes effect at the end of your current billing period. No prorated refunds are issued for the unused portion of a billing period, but you will continue to receive treatment through the end of the period you paid for.
Discretionary Refunds
In some cases, we may issue a partial or full refund at our sole discretion, even when not required by this policy. We evaluate these requests on a case-by-case basis. Contact support@hellopepti.com with your order number and explanation.
How to Request a Refund
Email support@hellopepti.com with:
- Your order number
- The reason for your request
- Photos (if applicable, e.g., damaged shipment)
We will respond within 2 business days. Approved refunds are processed back to the original payment method within 5-10 business days.
Chargebacks
If you have a billing concern, please contact us first. Filing a chargeback before contacting us may delay resolution and may result in suspension of your account. We are committed to resolving all billing issues fairly.
Contact
Customer Support
Email: support@hellopepti.com
Hours: 24/7