Refund policy

Right to Cancel and Refund (Medications)

1.1

Under U.S. Consumer Contract Regulations, certain exceptions apply to the right to cancel, including:

  • The supply of goods made to the consumer's specifications or clearly personalized.

  • The supply of goods that are liable to deteriorate or expire rapidly.

  • The supply of sealed goods that are not suitable for return due to health protection.

1.2

Due to the nature of the products and prescription services provided on our site, these exceptions apply, and therefore, patients cannot cancel an order once placed.

1.3

Any medication returned or uncollected must be destroyed by the pharmacist within 60 days, even if the packaging remains unopened.

1.4

Subscription Fees, Cancellation Policy & Non-Refundability Terms

Subscription fees are strictly non-refundable except as explicitly set forth herein. Your subscription fee covers the ongoing provision and administrative allocation of our clinical consultation service; as this clinical service is rendered immediately upon submission, no refunds will be issued in the event that your consultation results in a clinical rejection or you are deemed unsuitable for treatment. Furthermore, for any subsequent subscription orders, if an order is rejected, cancelled, or refunded for any reason, a $29.00 initial consultation fee will be deducted from any applicable refund amount.

The following specific terms govern our plan structures, cancellation windows, and medication handling:

  • Monthly Plans:

    • If a cancellation request is submitted prior to physician review, a refund will be issued minus the $29.00 consultation fee.

    • Once physician review has commenced or been completed, no refund will be issued under any circumstances.

  • Annual Plans ($708.00 Upfront): Annual subscription payments are strictly non-refundable once paid, including for any unused or remaining months within the annual term.

  • Annual Plan Cancellations: Upon cancellation of an annual plan, auto-renewal will be turned off, and access to the consultation service will continue through the end of the paid 12-month period.

  • Subscription Pauses: Subscriptions may be paused free of charge; however, paused months will not extend or add time to the end of an active billing cycle.

  • Cancellation Timing: To avoid automatic billing for subsequent cycles, cancellations must be requested at least 48 hours prior to the next scheduled billing date.

  • Medication Returns & Dispensing Partners: Medication cannot be returned under any circumstances. All medication fulfillment and pharmacy handling are managed independently by LillyDirect or NovoCare.

By proceeding with an order or subscription service, you explicitly acknowledge and agree to these fee structures, cancellation windows, and non-refundability terms.

1.5

Reimbursement will be made using the same payment method as the original transaction.

1.7

If this contract is terminated, it does not affect our right to collect any outstanding payments due under this contract.

Refund and Replacement Policy (Testing Kits)

2.1

We maintain a strict no refund and returns policy for at-home testing kits.

2.2

It is your responsibility to ensure that your information is submitted accurately. We cannot process refunds for incorrect shipping information or unregistered kits.

2.3

We are not liable for delays beyond our control, such as postal delays or laboratory processing delays. We are also not liable for tests that are damaged or lost in transit. In certain cases, a replacement may be issued.

2.4

If you notify us within 14 days of dispatch that you no longer wish to use our service, and your kit has not been opened or registered, a refund will be issued minus the $25.00 cost of the kit and postage fees. Refunds will be processed once the kit is returned to our HQ office at:

Médetone LLC
242 W 30th St - Suite 1101, New York 10001, USA

The refund will be made to the same bank account used for the original order.

2.5

If a result cannot be produced for a biomarker in your DNA or blood test, we will cover the cost of a replacement test for that specific biomarker. A replacement kit will be shipped to your address for re-sampling at no additional charge, one time only. Additional kits will incur a charge of $15 per test plus standard shipment fees. If your sample was not correctly taken or packaged on return to the lab, we cannot provide a replacement.

Returns Policy

3.1

In adherence to regulatory guidelines and clinical standards, we do not accept returns on dispensed medications. This policy is in place to prioritize patient safety and maintain the integrity of our pharmaceutical services.

Subscription Orders / Cancellation

4.1

Subscription orders cannot be canceled or refunded once prescribed. Once the order is approved, it will be dispensed and dispatched to the customer.

4.2

If you wish to increase your medication dose, this can be done through your Médetone LLC customer portal or by emailing hello@medetone.com. However, if the medication has already been dispensed and dispatched, no refund or exchange will be provided, in line with medication handling guidelines.

Damaged / Faulty Weight-Loss Injection Pens

5.1

Unfortunately, we are unable to replace or issue refunds for damaged or faulty weight-loss injection pens. Customers are advised to escalate such issues directly to the manufacturers, as they are best equipped to address product-related concerns.

Mounjaro:

Eli Lilly

Tel: +1 (317) 276-2000
Email: USMedInfo@Lilly.com

Wegovy:

Novo Nordisk

Tel: +1 (609) 987-5800
Email: USMedInfo@novonordisk.com

FDA MedWatch Reporting:
https://www.fda.gov/safety/medwatch

Please do not hesitate to contact the manufacturers directly for further assistance.

 

Last updated 01.10.2026