Refund & Return Policy

Overview

This Refund & Return Policy explains when MedXFill can approve a return, replacement, refund, cancellation, or credit for products and services purchased through the platform.

Important: Due to FDA and DEA regulations, prescription medications cannot be returned once shipped. Please review this policy carefully before making purchases.

1. Non-prescription Products

1.1 Return Eligibility

You may return non-prescription products within 30 days of delivery if:
- ✅ Product is unopened and in original packaging
- ✅ Product is not expired or nearing expiration (>6 months remaining)
- ✅ Product is not damaged or tampered with
- ✅ You have receipt or proof of purchase
- ✅ Return Authorization (RA) number obtained before shipping

1.2 Eligible Products

Non-prescription products include:
- Vitamins and supplements
- Over-the-counter (OTC) medications
- Health and wellness products
- Beauty and skincare products
- Medical supplies and equipment
- Peptides and research compounds (unopened only)

1.3 Non-Returnable Non-Prescription Items

The following cannot be returned:
- ❌ Opened or used products
- ❌ Products without original packaging or seals
- ❌ Expired products or products with <6 months shelf life
- ❌ Personalized or customized products
- ❌ Final sale or clearance items
- ❌ Products marked "non-returnable" at purchase

1.4 Restocking Fee

Unopened returns: No restocking fee

Opened or damaged returns (if we accept return at our discretion):
- 15% restocking fee deducted from refund
- Example: $100 product = $85 refund after 15% fee

2. Prescription Medications

2.1 No Returns Policy

⚠️ PRESCRIPTION MEDICATIONS CANNOT BE RETURNED.

Federal and state laws prohibit the return of prescription medications once they have been dispensed and shipped. This is for patient safety and to prevent contamination, tampering, or diversion.

This includes:
- All prescription drugs (oral, injectable, topical)
- Controlled substances (Schedule II-V)
- Compounded medications
- Specialty pharmaceuticals
- Biologics and biosimilars

2.2 Refunds for Prescription Medications

Refunds are NOT available for prescription medications, except in the following circumstances:

✅ We Will Refund If:
- Prescription Canceled by Provider: Provider declines to approve prescription after payment
- Out of Stock: Product is out of stock and cannot be fulfilled within 7 days
- Shipping Error: Product never shipped or lost in transit (verified by carrier)
- Wrong Product Shipped: We shipped incorrect medication (see Section 9)
- Damaged on Arrival: Product damaged during shipping (see Section 8)

❌ We Will NOT Refund If:
- You changed your mind after prescription was filled
- You no longer need the medication
- You found a cheaper price elsewhere
- You had an adverse reaction or side effect (consult your provider)
- You did not follow storage instructions (e.g., refrigeration required)

2.3 Prescription Verification

Before filling your prescription:
- Review medication name, dosage, and quantity carefully
- Ensure your shipping address is correct
- Verify you understand storage and administration instructions
- Contact us with questions BEFORE we ship

Once prescription is filled and shipped, no returns or refunds.

3. Telemedicine Consultations

3.1 Consultation Fees

Consultation fees are non-refundable, even if:
- ❌ Provider declines to prescribe medication
- ❌ You disagree with provider's recommendation
- ❌ You missed your scheduled appointment (no-show)

Why: Provider time is reserved for you, and medical expertise has been provided.

3.2 When We Will Refund Consultation Fees

✅ Full refund if:
- Technical Failure: Video call fails due to our platform issue and cannot be rescheduled within 24 hours
- Provider No-Show: Provider fails to join consultation within 15 minutes (with no notification)
- Duplicate Charge: You were accidentally charged twice for same consultation

3.3 Rescheduling & Cancellations

Free rescheduling or cancellation:
- If you cancel or reschedule at least 24 hours before appointment

Late cancellation or no-show:
- If you cancel less than 24 hours before appointment: $50 cancellation fee
- If you no-show (miss appointment without notice): Full consultation fee charged

How to reschedule or cancel:
- Log in → Appointments → Select appointment → Reschedule or Cancel
- Email: appointments@medxfill.com (at least 24 hours in advance)
- Use the contact form at medxfill.com/contact at least 24 hours in advance

3.4 Provider-Initiated Cancellations

If provider cancels your appointment:
- Full refund issued automatically
- You will be offered priority rescheduling at no additional cost

4. Subscription Services

4.1 Auto-Renewal Subscriptions

Subscription fees are billed automatically on your renewal date.

Monthly subscriptions: Billed on same day each month
Annual subscriptions: Billed on anniversary of signup date

4.2 Cancellation

You can cancel your subscription at any time:
- Log in → Account Settings → Subscriptions → Cancel
- Email: subscriptions@medxfill.com
- Use the contact form at medxfill.com/contact

Cancellation takes effect at end of current billing period.

Example:
- Monthly subscription renews on the 15th of each month
- You cancel on April 10th
- Subscription remains active until May 15th
- No charge on May 15th; subscription ends

4.3 Refunds for Subscriptions

Subscription fees are non-refundable.

• ❌ No partial refunds for unused time
• ❌ No refunds if you cancel mid-cycle
• ✅ Cancel before next billing date to avoid future charges

Exception:
- ✅ Refund if charged in error (duplicate charge, technical glitch)
- ✅ Pro-rated refund if we discontinue service before end of billing period

5. Return Process

5.1 Step 1: Contact Customer Service

Before returning any product, you MUST obtain a Return Authorization (RA) number.

Contact us:
- Email: returns@medxfill.com (Subject: "Return Request")
- Website: www.medxfill.com (Mon-Fri 9 AM - 6 PM PT)
- Online: Log in → Order History → Select order → Request Return

Provide:
- Order number
- Product name and SKU
- Reason for return
- Photos (if damaged or defective)

5.2 Step 2: Receive Return Authorization (RA)

Within 1-2 business days:
- We will review your request
- If approved, we will email RA number and return instructions
- RA number is valid for 14 days

RA Number Format: RA-YYYYMMDD-XXXXX (e.g., RA-20260406-12345)

5.3 Step 3: Prepare Package

Pack the product securely:
- Include original packaging and all accessories
- Include packing slip or receipt
- Write RA number clearly on outside of package
- Do NOT write RA number on product packaging (write on shipping box)

Shipping Address (provided in RA email):
MedXFill Returns Department
8 The Green, Suite B
Dover, DE 19901

5.4 Step 4: Ship the Return

Ship within 14 days of receiving RA number or RA will expire.

Use trackable shipping method:
- USPS with tracking
- UPS or FedEx
- We recommend purchasing insurance for high-value items

⚠️ You are responsible for return shipping costs (unless product is damaged, defective, or our error).

⚠️ You are responsible for return package until we receive it. If package is lost in transit, you must file claim with carrier.

5.5 Step 5: Confirmation & Refund

Once we receive your return:
- We will inspect product (1-3 business days)
- If approved, refund will be issued to original payment method (5-7 business days)
- You will receive email confirmation

If return is rejected:
- We will email reason for rejection
- You can have product shipped back to you (at your expense) or we can dispose of it

6. Refund Processing

6.1 Refund Methods

Refunds are issued to the original payment method:
- Credit card: Refunded to same card
- Debit card: Refunded to same card
- PayPal: Refunded to PayPal account
- HSA/FSA card: Refunded to same card

We cannot issue refunds by:
- Cash
- Check
- Different credit card
- Bank transfer (except in special circumstances)

6.2 Refund Timeline

From the time we receive your return:
- Inspection: 1-3 business days
- Refund Processing: 5-7 business days
- Refund Posted to Account: 3-5 business days (depends on your bank)

Total time: 9-15 business days from when we receive return

6.3 Refund Amount

Full refund:
- Product price (minus restocking fee if applicable)
- Original shipping cost (only if product was damaged, defective, or our error)

Partial refund:
- Product price minus 15% restocking fee (if opened or damaged)
- Shipping costs are not refunded

Example:
- Product: $100
- Original shipping: $10
- Restocking fee (if opened): $15 (15% of $100)
- Refund amount: $85
- Shipping cost: Not refunded (you paid $10, not refunded)

6.4 Refund Confirmation

You will receive email notification at each step:
1. Return received
2. Return inspected and approved/rejected
3. Refund issued

Check your spam folder if you don't receive emails.

7. Shipping Costs

7.1 Return Shipping Costs

You pay return shipping in these cases:
- ❌ You changed your mind
- ❌ You ordered wrong product
- ❌ You no longer need product
- ❌ Product does not meet your expectations (but is as described)

We pay return shipping (prepaid label provided) in these cases:
- ✅ Product is damaged or defective
- ✅ We shipped wrong product
- ✅ Product does not match description on website

7.2 Original Shipping Costs

Original shipping costs are refunded if:
- ✅ Product is damaged or defective
- ✅ We shipped wrong product
- ✅ We made error (duplicate order, processing error)

Original shipping costs are NOT refunded if:
- ❌ You changed your mind
- ❌ You ordered wrong product
- ❌ Return is for any other reason

7.3 Free Shipping Promotions

If your order qualified for free shipping promotion:
- And you return part of the order
- And remaining order no longer qualifies for free shipping
- We will deduct actual shipping cost from refund

Example:
- Order $150 (free shipping on orders >$100, actual shipping cost $15)
- You return $60 item
- Remaining order: $90 (no longer qualifies for free shipping)
- Refund: $60 - $15 (shipping cost) = $45

8. Damaged or Defective Products

8.1 Reporting Damage

If product arrives damaged:
- Report within 48 hours of delivery
- Take photos of:
- Damaged product
- Product packaging
- Shipping box (especially if box is damaged)
- Email photos to: damaged@medxfill.com
- Include order number and description of damage

8.2 Inspection & Resolution

We will review photos and determine:
1. Replace Product: We ship replacement at no charge (expedited shipping)
2. Full Refund: If replacement not available or you prefer refund
3. Partial Refund: If damage is minor and you agree to keep product

If damage is due to shipping carrier:
- We will file claim with carrier
- You do not need to return product (in most cases)

8.3 Defective Products

If product is defective (does not work as intended):
- Contact us within 30 days of purchase
- Describe the defect
- Provide photos or video if possible

We will:
- Troubleshoot with you (if applicable)
- Replace product if defective
- Refund if replacement not available

Manufacturer's Warranty: Some products have manufacturer's warranty. We will assist with warranty claims.

9. Wrong Item Shipped

9.1 Our Mistake

If we ship wrong product:
- Contact us immediately
- Provide order number and photos of product received
- We will ship correct product at no charge (expedited shipping)
- You do NOT need to return wrong product (we will provide prepaid return label)

Full refund if correct product is not available.

9.2 Your Mistake (Ordered Wrong Item)

If you ordered wrong product:
- You can return for refund (subject to return policy)
- You are responsible for return shipping costs
- Must meet return eligibility requirements (unopened, etc.)

Tip: Review order carefully before submitting. Contact us immediately if you realize you ordered wrong product (before it ships).

10. Temperature-sensitive Products

10.1 Special Handling

Some products require refrigeration or temperature control (e.g., certain peptides, biologics).

These products are shipped with:
- Ice packs or dry ice
- Insulated packaging
- Overnight or 2-day shipping

10.2 Delivery Requirements

Temperature-sensitive products:
- Must be received and refrigerated within 24-48 hours of shipment
- Cannot be left in mailbox or on doorstep in hot weather
- Signature may be required at delivery

10.3 Refunds for Temperature-Sensitive Products

We will NOT refund if:
- ❌ You were not home to receive delivery and product was left in heat
- ❌ You did not refrigerate product upon receipt
- ❌ Delivery was delayed due to incorrect address or refused delivery

We WILL refund if:
- ✅ Product was shipped without proper temperature control (our error)
- ✅ Carrier delayed delivery beyond guaranteed time and product was compromised
- ✅ Product arrived warm/thawed despite proper packaging (shipping error)

To claim refund:
- Contact us within 24 hours of delivery
- Provide photos of product and packaging (including ice packs)
- Describe temperature condition upon receipt

11. Exceptions & Special Cases

11.1 Order Cancellation Before Shipment

You can cancel your order before it ships:
- Email: orders@medxfill.com (Subject: "Cancel Order #XXXXX")
- Use the contact form at medxfill.com/contact

If order has not shipped:
- ✅ Full refund (no cancellation fee)

If order has already shipped:
- ❌ Cannot cancel; must follow return process after delivery

If prescription has been filled:
- ❌ Cannot cancel; prescription medications cannot be returned

11.2 Duplicate Orders

If you accidentally placed duplicate order:
- Contact us immediately
- We will cancel duplicate order if not yet shipped
- Full refund for duplicate

11.3 Price Adjustments

We do NOT offer price adjustments if:
- ❌ Price drops after your purchase
- ❌ You found lower price elsewhere
- ❌ Promotion or coupon becomes available after purchase

Exception: If price drops within 7 days AND product has not shipped, we may issue price adjustment at our discretion.

11.4 Out of Stock After Purchase

If product becomes out of stock after you order:
- We will email you within 1-2 business days
- Options:
1. Wait for restock (with estimated restock date)
2. Substitute with similar product (if available)
3. Cancel and receive full refund

11.5 Insurance Claims

For high-value shipments:
- We recommend purchasing shipping insurance
- If package is lost or stolen, insurance claim must be filed with carrier
- We will assist with claim process

If you did not purchase insurance:
- We are not responsible for lost or stolen packages after delivery confirmation

12. Contact Us

12.1 Returns Department

General Return Inquiries:
Email: returns@medxfill.com
Website: www.medxfill.com
Hours: Mon-Fri 9 AM - 6 PM PT

Damaged or Defective Products:
Email: damaged@medxfill.com

Prescription Medication Questions:
Email: pharmacy@medxfill.com

Subscription Cancellations:
Email: subscriptions@medxfill.com

12.2 Mailing Address (Returns)

Return Address (include RA number on package):
MedXFill Returns Department
8 The Green, Suite B
Dover, DE 19901

Corporate Office:
MedXFill
8 The Green, Suite B
Dover, DE 19901

12.3 Customer Service

For all other questions:
Email: support@medxfill.com
Website: www.medxfill.com
Live Chat: Available on website Mon-Fri 9 AM - 6 PM PT

Summary: Quick Reference

Acknowledgment

By placing an order, you acknowledge that you have read, understood, and agree to this Refund & Return Policy.

This policy is incorporated into our Terms & Conditions and is subject to the same dispute resolution and governing law provisions.

Questions? Contact us at returns@medxfill.com or use the contact form.

Last Updated: April 6, 2026
Version: 1.0
Document ID: RR-20260406-v1
Effective: Immediately