Returns & Refunds

Prescription medicine does not work like ordinary online shopping, and we would rather explain the rules plainly than surprise you with them. This policy covers when you are charged, when you are refunded, and what happens when something goes wrong. It works together with our Terms of Use.

1. If the provider says no, you pay nothing

Your online visit is covered by Freedom RX, and you are only charged if a licensed provider approves your treatment. If the provider determines a treatment is not right for you and declines to prescribe, any amount collected at checkout for that treatment is not charged or is refunded in full, automatically. You do not need to ask.

2. Dispensed medications are final sale

Once a licensed pharmacy dispenses your prescription, the sale is final. This is not our preference; it is pharmacy law. Dispensed medication cannot be returned, restocked, or resold, even if the package is unopened, because no pharmacy can verify how it was stored once it left their control. Every telehealth pharmacy in the country operates this way, and it exists to protect you: the medicine you receive has never been in anyone’s hands but the pharmacy’s and the carrier’s.

For the same reason, please do not mail medication back to us or to the pharmacy. If something is wrong with your order, see the next section instead. If you simply no longer want a medication, dispose of it safely: use a local drug take-back location (find one at the FDA’s disposal guide) rather than the trash or the drain.

3. Damaged, incorrect, or missing orders

If your order arrives damaged or unusable, does not match your prescription, is missing items, or never arrives at all, email support@freedomrxhealth.com within 30 days of the expected delivery date. Include your order number and, for damage, a photo if you can. We will work with the pharmacy and carrier to send a replacement or issue a refund, whichever resolves it best. Fill errors are taken seriously and fixed at no cost to you.

Temperature-sensitive medications ship with appropriate packaging. If yours arrives warm, compromised, or past its stability window, do not use it; contact us and we will replace it.

4. Cancelling plans and renewals

Monthly plans renew automatically, and multi-month plans are billed upfront with the full amount shown before you pay. You can stop any future renewal at any time through the patient portal or by emailing support@freedomrxhealth.com. There is no cancellation fee and no retention script.

• Before your renewal processes: cancel any time before your next billing date and you will not be charged again. To be safe, allow up to 48 hours for a cancellation to take effect before the billing date.
• After an order processes: once a renewal has been billed and sent to the pharmacy, it is treated like any dispensed order (Section 2). Your cancellation still applies to everything after it.
• Mid-plan: cancelling stops future renewals; it does not prorate or refund the current period or an upfront multi-month payment for medication already dispensed. If your provider discontinues your treatment mid-plan for medical reasons, contact us and we will review a refund of the undispensed remainder.

5. Changing an order before it ships

Caught a mistake, moved recently, or want a different plan? Email us as soon as possible. If the pharmacy has not yet dispensed your order, we can usually update the address, adjust the plan, or cancel outright with a full refund of that order. Once it has been dispensed, Section 2 applies.

6. Billing errors

If you believe you were charged incorrectly, in the wrong amount, after a timely cancellation, or twice for one order, contact us with the details. Verified billing errors are refunded in full to your original payment method. We would rather fix a mistake than argue about one.

7. How refunds are issued

Refunds go back to your original payment method. We initiate them promptly once approved; banks and card networks typically post them within 5 to 10 business days. If a refund has not appeared after 10 business days, let us know and we will chase it.

8. The judgment call

Rules cannot anticipate everything. If something about your experience was not right and none of the sections above quite fits, email us anyway. We review unusual situations case by case, and we resolve them the way we would want them resolved for us. That is a description of how we operate, not a promise of a particular outcome, but it is a description we take seriously.

9. Contact

All returns, refunds, and billing questions: support@freedomrxhealth.com. Email is our only support channel, and a real person reads it. Include your order number when you have one; it speeds everything up.