Refund Policy

How payment works at HerTelemeds

When you complete checkout, your card is authorized but not yet charged. A licensed physician reviews your medical intake before any money moves. If your prescription is approved, your card is charged and your medication is dispensed and shipped. If your treatment is not clinically appropriate or safe for you, the authorization is released and you are never charged — no refund is required because no charge was made.

This structure exists to protect you: you do not pay unless a qualified clinician has determined the treatment is right for you.

Full refund situations

If your card has already been charged, you are entitled to a full refund to your original payment method in the following circumstances:

1. Order canceled before the prescription is written. If you contact us to cancel your order before a provider has written the prescription, we will release the authorization or, if already captured, issue a full refund.
2. Shipment lost in transit. If our partner pharmacy ships your order and the carrier marks it as lost or undeliverable through no fault of yours, we will arrange a replacement shipment or issue a full refund at your preference.
3. Product arrived damaged or compromised. If your product arrives visibly damaged, contaminated, or (for refrigerated products) not cold-chain intact, contact us within 48 hours of delivery with photographs. We will arrange a replacement shipment.
4. Billing error. If you were charged the wrong amount, we will correct the charge promptly.

Approved refunds post to your original payment method within 5–10 business days.

Partial refund situations

Prescription sent to your own pharmacy. If you chose to have the prescription sent to a pharmacy of your choice (rather than our partner pharmacy), you are charged only the reduced consultation fee of $45.00, not the full product price. No further refund applies in this scenario.

Non-refundable situations

We do not issue refunds for:

1. Change of mind after the prescription has been written and dispensed. Once a provider has written your prescription and our partner pharmacy has dispensed the medication, the product is non-refundable. Prescription medications cannot be legally resold or returned to inventory.
2. Failure to use the product as directed. If the product does not perform as expected because the usage instructions were not followed, no refund is available.
3. Cosmetic results falling short of expectations. Prescription products have variable results depending on individual biology. We cannot refund based on subjective effectiveness.
4. Shipment successfully delivered to an incorrect address you provided. If the shipping address entered at checkout was incorrect and the package was delivered there, we cannot issue a refund. Please verify your shipping address before completing checkout.

How to request a refund

Email us at support@hertelemeds.com with:

• Your order number
• The reason for the refund request
• Any relevant photographs (for damaged products)

We will respond within 3 business days. Approved refunds are processed to your original payment method within 5–10 business days.

Disputes

If we decline a refund request and you believe the decision is incorrect, contact us at support@hertelemeds.com with a written explanation. We will review the situation and respond within 7 business days with a final determination.

Chargebacks

Please contact us before filing a chargeback with your card issuer. The vast majority of concerns are resolved quickly without needing to involve the card network. Filing a chargeback prior to contacting us may result in account suspension and a decline of future service.