Refund and returns policy

Overview

noRxClinic sells lab‑tested health products. For safety and legal reasons, opened or used medicines are not returnable. This policy explains eligibility, timelines, evidence requirements, refund methods, cancellations, reship rules, and exceptions.

Eligible Returns & Claims

• Claims accepted for: damaged items, incorrect items, missing items (when tracking shows delivered but contents missing), or products that are materially different from the listing.
• Claims must be reported promptly and meet the evidence requirements below.
• Opened or used medicines, and sealed medical products opened by the recipient, are not eligible for return or refund except where the item is damaged, incorrect, or otherwise defective on receipt.

Timeframes

• Report damaged, incorrect, or missing items within 7 days of delivery for the fastest resolution; all claims must be submitted within 30 days of the delivery date.
• We will acknowledge claims within 3 business days and aim to resolve them within 10–21 business days depending on investigation complexity and courier cooperation.

Evidence Required

• For damaged or incorrect items: clear photos of the packaging, product labeling, and damage; order number and delivery details.
• For missing contents from a delivered package: an unboxing video showing the sealed package being opened (start-to-finish) and photos of the package exterior and interior.
• For seized or customs‑confiscated packages: tracking evidence and any carrier or customs notices.
• We may request additional information or return of product samples for inspection where feasible and safe.

Refunds, Replacements, and Reships

• If claim is approved, we will at our discretion: (a) reship the correct item, (b) issue a refund to the original payment method, or (c) provide store credit.
• Refund timing:
  • Card/Apple Pay/Google Pay/Revolut: refunds processed to the original payment method; posting time depends on your bank (typically 5–14 business days).
  • Crypto payments: refunds may be issued in fiat (USD/EUR) at our discretion; crypto refunds follow internal processing and may be subject to conversion and timing delays.
  • If the original payment method is unavailable, we will offer store credit or another mutually agreed method.
• Shipping costs: initial shipping fees are non‑refundable unless the return is due to our error (damaged/incorrect item) or approved claim. Return shipping for eligible returns is handled per our instructions; we may provide a prepaid return label at our discretion.

Cancellations

• Orders may be cancelled free of charge prior to shipment. Use the contact email ([email protected]) immediately to request cancellation.
• Once an order has shipped, it cannot be cancelled; follow the claims process above if there is an issue after delivery.

Lost, Seized, or Intercepted Packages (Reship Policy)

• We ship in plain, unbranded packaging. If a package is lost or seized prior to confirmed delivery, we offer one reship option per affected order at our discretion, subject to investigation and evidence.
• To request reshipment, provide order details and any carrier/ customs notices. Reship eligibility may be denied if irregularities suggest misuse or fraud.
• If a package shows delivered but is missing, provide the unboxing video and other evidence per Evidence Required. Claims lacking required evidence may be denied.

Returns of Non‑Medicinal Items

• Non‑medicinal or non‑pharmaceutical items (if sold) may be eligible for return if unused and in original condition; contact support for authorization and instructions. Return postage may be your responsibility unless the return is due to our error.

Inspection & Final Decision

• All approved returns are subject to inspection. We reserve the right to deny refunds or replacements if returned items fail inspection (e.g., signs of use, tampering, or missing components).
• Our decision following investigation is final, except where overridden by applicable consumer protection law.

Fraud Prevention & Abuse

• We investigate suspected fraud, misuse, or fraudulent claims. If fraud is detected, we may deny claims, cancel orders, withhold refunds, and take legal action. We cooperate with carriers and law enforcement where required.

How to Request a Return or File a Claim

1. Email [email protected] with your order number, full name, and a clear description of the issue.
2. Attach required evidence (photos, unboxing video, tracking info, carrier notices).
3. Await acknowledgement (within 3 business days) and follow any additional instructions provided by our support team.

Contact

For returns, refunds, reships, or questions: [email protected]