Refund Policy
Last updated: August 8, 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 refund in the following situations:
- Provider denial. Payment is collected at checkout, before the licensed healthcare provider reviews your intake. If the provider determines that treatment is not appropriate for you, your payment is fully refunded 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.
One-Time Orders & Prepaid Supplies
Your medication renews automatically on the cycle your supply lasts. Cancel anytime from your account; cancelling stops future charges but does not refund a supply already shipped. If you select prepay 3 supplies, that is a single prepaid order (we ship one now and release the other two as you become due). Prepaid supplies are non-refundable once your order is placed, except where your provider does not approve treatment (in which case your full payment is refunded, as described above) or as otherwise required by law.
Subscription Cancellations
Subscriptions — the Pepti Medical Membership and, where offered, ongoing bloodwork monitoring — may be cancelled at any time from your account dashboard or by emailing us. Cancellation takes effect at the end of your current billing period. No prorated refunds are issued for the unused portion of a subscription billing period, but your membership or plan benefits continue 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