General Policy
At WellMensRX and Epiq Health, we are committed to providing exceptional telehealth services and quality prescription medications. We understand that circumstances change, and we've designed our refund policy to be fair and transparent.
This policy outlines the conditions under which refunds are available, how to request them, and what you can expect throughout the process.
Your online medical consultation is completely FREE. You are ONLY charged AFTER your prescription is reviewed and approved by a licensed medical provider. If you are not approved for treatment, you pay nothing.
Eligibility for Refunds
You are eligible for a full refund in the following situations:
- Prescription Denial: If a medical provider determines treatment is not appropriate for you and denies your prescription
- Billing Errors: If you were charged incorrectly or multiple times
- Pre-Shipment Cancellation: If you cancel before your medication ships
- Service Failure: If we are unable to fulfill your order due to pharmacy or shipping issues
- Damaged/Incorrect Products: Replacement or refund available when reported within 48 hours of delivery
Payment Timing
Payment is only charged when ALL of the following conditions are met:
- A licensed medical provider has reviewed your medical information
- Your prescription has been approved
- Your medication order has been sent to the pharmacy for fulfillment
You will receive clear notification before any charges are made to your payment method.
Non-Refundable Items
The following are not eligible for refunds:
- Medications that have already shipped (due to FDA regulations)
- Approved and processed prescription orders after shipment
- Subscription fees for periods where medication has already been dispensed
- Product dissatisfaction not related to quality or damage
- Change of mind after shipment has occurred
Federal regulations prohibit the return of prescription medications once they have been shipped. This is a safety measure to ensure the integrity of the pharmaceutical supply chain and protect patient health.
Refund Process
To request a refund, please contact our customer support team with the following information:
- Your full name and email address associated with your account
- Order number or transaction ID
- Reason for refund request
- Any supporting documentation (photos for damaged items, etc.)
How to Submit Your Request
Email: support@wellmensrx.com
Subject Line: Include "Refund Request - [Order Number]"
Our support team typically responds within 24-48 business hours.
Refund Timeline
Once your refund request is approved, here is what to expect:
| Stage | Timeline | Details |
|---|---|---|
| Request Review | 1-2 business days | Our team reviews your request and documentation |
| Approval Notification | Same day as review | Email confirmation of approval or denial |
| Refund Processing | 5-7 business days | Funds returned to original payment method |
| Bank Processing | 3-5 additional days | Time for your financial institution to post the credit |
If you don't see the refund within 14 business days of approval, please contact your bank or card issuer, as processing times vary by financial institution.
Prescription Medications
Before Shipment
If your medication has not yet shipped, you may cancel your order and receive a full refund for the medication cost. To check your order status or request cancellation, contact our support team immediately at support@wellmensrx.com.
After Shipment
Once your medication leaves our accredited pharmacy partner, it cannot be returned or refunded under any circumstances. This is mandated by FDA regulations to ensure:
- Product integrity and safety
- Proper storage conditions cannot be verified after delivery
- Prevention of tampering or contamination
- Protection of the pharmaceutical supply chain
Compounded medications are prepared specifically for you based on your prescription. These custom formulations cannot be restocked or resold and are therefore non-refundable once prepared.
Damaged or Defective Products
If you receive medication that is damaged, incorrect, or defective, we will make it right. Eligible issues include:
- Damaged during shipping (broken packaging, crushed contents)
- The wrong product or dosage
- Missing items from your order
- Expired or visibly defective products
Reporting Requirements
You must contact our support team within 48 hours of delivery to report any issues. Please have the following ready:
- Order number
- Clear photos of the damage or issue
- Description of the problem
We will arrange for a replacement at no additional cost. In cases where replacement is not possible, a full refund will be issued.
Cancellation Policy
Order Cancellation
You may cancel your order at any time before shipment for a full refund. Once an order has shipped, it cannot be canceled or returned.
| Order Status | Cancellation Available | Refund Amount |
|---|---|---|
| Pending Review | Yes | 100% refund |
| Approved, Not Shipped | Yes | 100% refund |
| Shipped | No | Not eligible |
| Delivered | No | Not eligible (except for damage/defects) |
How to Cancel
To cancel an order, contact us immediately at support@wellmensrx.com with your order number. Time is critical as orders are processed quickly.
Subscription Cancellations
Subscription services will automatically renew at the end of each billing period unless cancelled. You will be charged the then-current rate unless you cancel before the renewal date. You may cancel at any time through your account settings or by contacting customer support.
Cancel Anytime
You can cancel your subscription at any time, with no penalties or fees. To avoid being charged for the next billing cycle, you must cancel before your next billing date.
Cancellations take effect at the end of your current billing period. You will retain access to your account and any remaining medication from your current cycle.
How to Cancel Your Subscription
- Log into your WellMensRX account and navigate to Subscription Settings
- Click "Cancel Subscription" and follow the prompts
- Or email support@wellmensrx.com with "Cancel Subscription" in the subject line
Refunds for Subscription Payments
If you are billed in error or charged after canceling your subscription, contact us immediately. We will investigate and issue a full refund if the charge was made in error.
Refunds are not available for subscription periods already rendered (i.e., if you've already received your monthly medication shipment for that billing cycle).
Chargeback and Dispute Policy
Before initiating any chargeback or dispute with your financial institution, you agree to contact WellMensRX customer support to attempt resolution. We are committed to addressing legitimate concerns promptly.
If you initiate a chargeback without first contacting us, or if a chargeback is determined to be fraudulent or in violation of these terms:
- Your account will be immediately terminated
- You will be permanently banned from using our services
- We reserve the right to pursue collection of the disputed amount plus any fees incurred
- We may report fraudulent chargebacks to appropriate authorities and credit agencies
We actively dispute illegitimate chargebacks and maintain detailed records of all transactions, deliveries, and communications.
Fraud and Abuse Prevention
We reserve the right, in our sole and absolute discretion, to deny refunds or cancel accounts for:
- Patterns of repeated refund requests
- Suspected fraud or abuse of our refund policy
- Violation of our Terms of Service
- Providing false information during the consultation process
We take abuse of our refund policy seriously and will take appropriate action to protect our business and other customers.
Policy Modifications
We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. Your continued use of our services following any changes constitutes acceptance of the revised policy.
We encourage you to review this policy periodically to stay informed about our refund practices. The "Last Updated" date at the top of this page indicates when the most recent changes were made.
Contact for Refunds
If you have any questions about this refund policy or need assistance with a refund request, our customer support team is here to help.
Partial Refunds
In certain cases, we may offer partial refunds or credits toward future orders. This is determined on a case-by-case basis and in our sole and absolute discretion by our customer service team and management.
We value your trust in our service and will work with you to ensure your satisfaction while maintaining compliance with all applicable regulations.