Refund policy
At Thrivegenix, we are committed to providing exceptional service and quality care. Due to the nature of telehealth services, prescription medications, compounded medications, and wellness products, certain purchases are not eligible for return or refund.
Please review our refund policy carefully before placing an order.
Consultation Fees
Consultation fees are non-refundable once a medical provider has reviewed your information or conducted your consultation.
If a consultation is canceled before being reviewed by a provider, Thrivegenix may, at its sole discretion, issue a refund or account credit.
Prescription Eligibility
Payment for a consultation does not guarantee approval for treatment or receipt of a prescription.
Medical providers make all treatment decisions based on clinical judgment, medical history, and applicable laws and regulations.
If a provider determines that treatment is not medically appropriate, consultation fees may remain non-refundable because medical services have been rendered.
Medications and Compounded Products
Due to state and federal regulations and patient safety requirements, all sales of prescription medications, compounded medications, peptides, and customized treatment products are final.
These items cannot be returned, exchanged, canceled, or refunded once an order has been submitted to the pharmacy for processing.
Shipping Issues
If your package is lost in transit, delivered to an incorrect address by the carrier, or arrives damaged, please contact us within seven (7) days of the expected delivery date.
We will work with the pharmacy and shipping carrier to investigate and determine an appropriate resolution.
Refunds or replacements are not guaranteed and will be handled on a case-by-case basis.
Incorrect Orders
If you believe you received the wrong medication or product, contact Thrivegenix immediately and do not use the product.
Claims regarding incorrect orders must be submitted within seven (7) days of delivery.
Damaged Products
If a product arrives visibly damaged, please contact us within seven (7) days of delivery and provide photographs of:
- The shipping package
- The shipping label
- The damaged product
We will review the claim and determine whether a replacement or other resolution is appropriate.
Chargebacks
Customers agree to contact Thrivegenix prior to initiating a chargeback with their credit card company.
Initiating a chargeback after receiving services, provider review, consultation, prescription approval, medication shipment, or product delivery may constitute a violation of these terms.
Thrivegenix reserves the right to provide documentation supporting the validity of the transaction.
Refund Processing
If a refund is approved, it will be issued to the original payment method.
Approved refunds may take 5–10 business days to appear on your statement, depending on your financial institution.