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

A $5 cancellation fee will be applied if an order is canceled or refunded due to missing ID details or other information that becomes known after the order has been placed. This fee covers the administrative and transaction costs incurred by our pharmacy in processing the order. The fee will be deducted from any applicable refund. By proceeding with an order or service, you acknowledge and agree to this cancellation fee.

1.5

We will process any reimbursement without undue delay, and no later than 14 days from the date we notify you of our decision to cancel the order.

1.6

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.

1.8

If a patient is unable to provide evidence of previous use for a higher dose, we are unable to offer a refund on the order. However, we will lower the dose to the appropriate level and refund the difference in payment. Please note that we maintain a strict no refund or cancellation policy on all orders.

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.

International Orders

4.1 Customs Clearance Responsibility:

For international orders, it is the patient's responsibility to verify that their country's customs regulations permit the importation of the specified medication.

4.2 Customs Returns and Disposal:

If customs authorities return the medication due to regulatory restrictions, we are required to dispose of the returned medication. Unfortunately, no refund or replacement will be issued in such cases. We strongly advise all international patients to familiarize themselves with their local customs regulations before placing an order.

4.3

We do not issue refunds or replacements on international orders.

4.4 Lost or Missing Items:

In the event of a missing or lost parcel, customers are required to notify us within 20 days from the shipment dispatch date. Unfortunately, if notification is received after this 20-day period, we cannot be held liable for any missing or lost parcels, and we will not be able to issue a replacement or compensation.

4.5

We do not deliver to PO box addresses. Should your item be returned due to a PO Box address, you will not be eligible for a refund or replacement.

Subscription Orders / Cancellation

5.1

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

5.2

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

6.1

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.