Refund and Return Policy

All sales are final.

Due to the nature of the products we offer, specifically custom-compounded medications and prescription goods, all products are non-refundable.

Prescription Medications

Our medications are ordered specifically per patient based on a prescription written by a licensed medical provider. Federal and state regulations prohibit the return or resale of prescription medications once they have been dispensed by the pharmacy. Therefore, we maintain a strict ‘no return, no refund’ policy on all dispensed medications.

Once a prescription is started, you may use it until the expiration date specified in your chart AND on your vial. Please do not dispose of your medication prematurely unless advised to do so by a medical professional.

Physician Approval & Consultation Fees

We understand that not every patient is a candidate for treatment. If you place an order and your assigned physician determines that you are not eligible for treatment based on your medical history or intake forms, your order for the medication will be cancelled.

  • Refund Details: You will receive a refund for the cost of the medication; however, the $75 Physician Consultation Fee is non-refundable as this covers the provider’s time for reviewing your medical file.

Subscription Cancellations

If you are enrolled in a monthly subscription or auto-ship program:

  • Timing: You must cancel your subscription before your next scheduled billing date to avoid being charged.

  • Processed Orders: Once a recurring charge has been processed and the order has been sent to the pharmacy, it cannot be cancelled or refunded. The medication will be shipped to you, and your cancellation will go into effect for the following billing cycle.

Damaged or Incorrect Items

While we cannot accept returns for a refund, we are committed to ensuring you receive your correct order in good condition. If your shipment arrives damaged, broken, or if you receive the incorrect medication, please contact us within 48 hours of delivery. We will work with the pharmacy and the carrier to investigate the issue and replace the damaged goods if necessary.

One-Time Order Cancellations

Because our medications are made-to-order:

  • Before Processing: If you wish to cancel an order, you must contact us immediately. If the order has not yet been sent to the pharmacy for processing, we may be able to cancel it (subject to the consultation fee if the doctor has already reviewed your file).

  • After Processing: Once an order has been approved by the physician and sent to the pharmacy for compounding or fulfillment, it cannot be cancelled or refunded.

Need help?

If you have questions regarding your order or subscription status, please contact us at info@firma.care.