Cancellation, Refund, and Subscription Policy

General cancellation policy

You may cancel an order, treatment request, or subscription by contacting us at info@melbiwellness.com.

We will make reasonable efforts to process cancellation requests promptly. However, because certain products and services may involve provider review, prescription approval, pharmacy processing, compounding, dispensing, shipping, or other third-party fulfillment steps, not all orders can be canceled once processing has begun. Cancellation eligibility depends on the status of your order or treatment request at the time we receive your cancellation request.

Cancellation before provider review or order processing

If you cancel before your treatment request has been reviewed by a healthcare provider, before your order has been processed, and before your information has been sent to a pharmacy or fulfillment provider, we may cancel your order and issue a refund for any amounts paid, unless otherwise stated at the time of purchase.

Cancellation after provider review

Once a healthcare provider has begun or completed review of your treatment request, intake form, health questionnaire, medical information, or other submitted information, certain fees may be non-refundable, including any consultation, provider review, administrative, technology, or service fees, if applicable. If a provider determines that a requested treatment is not medically appropriate and no medication or prescription product is dispensed or shipped, you will not be charged for the medication or prescription product, or we will refund the medication or prescription product charge if it was already collected, subject to applicable law and the terms presented at checkout.

Cancellation after pharmacy submission, dispensing, or shipment

Once a prescription has been approved and submitted to a pharmacy, entered into pharmacy processing, compounded, dispensed, packaged, or shipped, the order generally cannot be canceled, changed, returned, or refunded. Prescription medications and certain health-related products are patient-specific and may not be returned for resale, reuse, or restocking once dispensed or shipped. For safety, quality, regulatory, and pharmacy compliance reasons, we do not accept returns of prescription medications after they have been dispensed or shipped, except where required by law or where the pharmacy or fulfillment provider determines that an error occurred.

No returns of prescription medications

Prescription medications, compounded medications, injectable products, temperature-sensitive products, sterile products, and other patient-specific health products are not eligible for return or refund once dispensed or shipped, unless required by law or approved due to an error, defect, damaged shipment, incorrect product, or other issue verified by Melbi Wellness, the pharmacy, or the fulfillment provider. Do not send prescription medications or health products back to Melbi Wellness unless we specifically instruct you to do so.

Damaged, defective, incorrect, or missing orders

If your order arrives damaged, defective, incomplete, incorrect, or missing, please contact us at info@melbiwellness.com as soon as possible. To help us review your request, please include:

• Your full name;
• Your order number, if available;
• A description of the issue;
• Photos of the package, label, product, and any visible damage, if applicable;
• The date the order was received or expected.

We may work with the pharmacy, shipping carrier, or fulfillment provider to investigate the issue. If we determine that an error occurred, we may issue a replacement, credit, or refund, depending on the circumstances and applicable law.

Shipping address errors

You are responsible for providing a complete and accurate shipping address at the time of purchase. If you need to update your shipping address, contact us immediately at info@melbiwellness.com. We will make reasonable efforts to update the address before the order is processed or shipped, but we cannot guarantee that changes can be made once an order is in pharmacy processing, fulfillment, or transit. Melbi Wellness is not responsible for delays, failed deliveries, lost packages, or returned shipments caused by an incorrect, incomplete, outdated, or undeliverable address provided by you.

Shipping delays

Shipping timelines are estimates only and are not guaranteed. Delays may occur due to provider review, pharmacy processing, compounding time, inventory availability, weather, carrier delays, holidays, incorrect address information, regulatory requirements, or other circumstances outside our control. Shipping delays do not automatically qualify an order for cancellation or refund once the order has been processed, dispensed, packaged, or shipped.

Subscriptions and recurring billing

Some Melbi Wellness products or services may be offered on a subscription, recurring billing, auto-renewal, refill, or membership basis. If you enroll in a subscription, you authorize Melbi Wellness and/or our payment processor to charge your selected payment method on a recurring basis according to the subscription terms presented at checkout or in your account. Your subscription will continue until you cancel it, unless otherwise stated at the time of purchase.

How to cancel a subscription

You may cancel a subscription by contacting us at info@melbiwellness.com. If account-based cancellation is available through the Melbi Wellness website or patient portal, you may also cancel through your account.

To avoid being charged for the next billing cycle, you must cancel before your next renewal charge is processed. We recommend submitting cancellation requests at least forty-eight (48) hours before your next scheduled billing date to allow time for processing. Cancellation of a subscription stops future renewal charges. It does not automatically cancel, refund, or reverse orders that have already been processed, submitted for provider review, approved, sent to a pharmacy, dispensed, packaged, shipped, or fulfilled.

Pausing, skipping, or changing a subscription

If available, you may request to pause, skip, delay, or modify a subscription by contacting us at info@melbiwellness.com. Changes must be requested before the next order or renewal is processed. Once an order has entered provider review, pharmacy processing, dispensing, packaging, shipping, or fulfillment, changes may no longer be possible.

Introductory offers, promotions, and discounts

From time to time, Melbi Wellness may offer introductory pricing, promotional pricing, discounts, free trials, first-month offers, or other special offers. Unless otherwise stated at the time of purchase, promotional pricing applies only to the specific promotional period or initial order described. After the promotional period ends, subscriptions or recurring orders may renew at the then-current standard price disclosed at checkout or in the applicable offer terms. You are responsible for reviewing the offer terms, renewal price, billing frequency, and cancellation instructions before completing your purchase.

Refunds

Refunds are not guaranteed and are reviewed based on the status of the order, the nature of the product or service, applicable law, and the facts of the request.

Refunds may be available when:

• You cancel before provider review, order processing, pharmacy submission, dispensing, or shipment;
• A provider determines that treatment is not appropriate and no medication or prescription product is dispensed or shipped;
• You were charged in error;
• An order was not fulfilled due to an error by Melbi Wellness, the pharmacy, or the fulfillment provider;
• A replacement, credit, or refund is required by applicable law.

Refunds generally are not available when:

• A prescription medication has already been approved, processed, compounded, dispensed, packaged, shipped, or delivered;
• A cancellation request is received after an order has entered pharmacy processing or fulfillment;
• You provided an incorrect, incomplete, outdated, or undeliverable shipping address;
• You no longer want the product after it has been dispensed or shipped;
• You fail to complete required intake forms, identity verification, provider communications, lab work, or other required steps after services have begun;
• You experience a shipping delay outside our reasonable control;
• You do not achieve a desired wellness, aesthetic, weight, energy, sexual health, longevity, or treatment outcome;
• You fail to cancel a subscription before the renewal charge is processed.

Refund processing time

If a refund is approved, it will be issued to the original payment method unless otherwise required or permitted. Refund processing times vary by payment processor and financial institution. Refunds may take several business days to appear on your account after they are issued.

Medical outcomes are not guaranteed

Melbi Wellness does not guarantee any specific result, outcome, benefit, or effect from any product, prescription, supplement, treatment, wellness plan, or service. Individual results may vary. Lack of a desired result, side effects, treatment intolerance, change in preference, or decision to discontinue treatment does not automatically qualify an order for refund once provider review, pharmacy processing, dispensing, shipping, or fulfillment has occurred.

If you experience a medical concern, side effect, allergic reaction, or emergency, contact your healthcare provider immediately. For emergencies, call 911 or seek emergency medical care.

Payment disputes and chargebacks

If you believe you were charged in error, please contact us first at info@melbiwellness.com so we can review and attempt to resolve the issue. Filing a chargeback or payment dispute does not automatically cancel an active subscription, treatment plan, refill, or future recurring charge. You must still cancel your subscription or recurring billing according to this Policy. We reserve the right to suspend or terminate access to the Services, cancel pending orders, or decline future orders where permitted by law if a payment is reversed, disputed, declined, refunded, or suspected to be fraudulent.

Account cancellation

You may request to close your Melbi Wellness account by contacting us at info@melbiwellness.com. Closing your account does not automatically cancel orders that have already been processed, submitted for provider review, approved, sent to a pharmacy, dispensed, packaged, shipped, or fulfilled. We may retain certain information as required or permitted by law, including records related to orders, payments, prescriptions, provider review, pharmacy fulfillment, legal compliance, fraud prevention, tax, accounting, dispute resolution, and healthcare or pharmacy requirements.

Changes to this Policy

We may update this Cancellation, Refund, and Subscription Policy from time to time. When we update the Policy, we will revise the "Last Updated" date above. Your continued use of the Services after an updated Policy is posted means you acknowledge the updated Policy.

Contact us

If you have questions about cancellations, refunds, subscriptions, billing, or order issues, please contact us at:

Melbi Wellness — Email: info@melbiwellness.com