Returns Policy
At MadeMed, we are committed to your satisfaction and to providing high-quality healthcare services and products. Due to the nature of prescription medications and healthcare products, our return and refund policy is designed to ensure patient safety, product integrity, and compliance with all applicable regulations.
Important Note: No Returns of Prescription Medications
For the safety of all patients and in compliance with state and federal regulations, MadeMed cannot accept the return of any dispensed prescription medications for refund or exchange. Once a prescription medication has been dispensed by the pharmacy, it cannot be restocked or resold. This policy is in place to prevent tampering, ensure product efficacy, and uphold the highest standards of safety and quality control.
1. Subscription Management (Pausing or Canceling Future Orders)
If you are enrolled in a subscription for your medication, you have the flexibility to manage your future shipments:
Pause or Cancel: You may pause or cancel your subscription at any time to prevent future charges and shipments.
Notice Requirement: To ensure your next order is not processed and shipped, we require at least 48 hours' notice prior to your scheduled refill date. This allows sufficient time for the pharmacy to halt processing your order.
How to Manage: Please email us at hello@mademed.com with your request to pause or cancel your subscription.
Effect of Cancellation: Canceling your subscription will prevent future charges and shipments. It does not entitle you to a refund for orders that have already been processed by the pharmacy and/or shipped. For details on subscription terms, please refer to the "Subscription Policy" section in our Terms of Use.
2. Refund Eligibility
Refunds are considered under specific circumstances, primarily related to issues with the service or product prior to final delivery/dispensing by the pharmacy, or in cases of MadeMed's error.
a. Within the First 30 Days (Service Satisfaction & Non-Delivery)
If you are dissatisfied with your MadeMed service or encounter an issue that prevents you from receiving your product as expected within the first 30 days of your initial purchase:
Service Satisfaction: We may offer a refund for your initial payment if you are unsatisfied with the MadeMed service (e.g., unable to connect with a provider, service not as described), provided your order has not yet been processed and dispensed by the pharmacy.
Non-Delivery (Pre-Carrier): If your order has not yet been shipped by the carrier and we are able to intercept the process, a full refund may be issued.
Initiating a Request: Please contact us at returns@mademed.com within 30 days of your initial purchase. We may require basic information, such as your order number, to verify your request.
b. Beyond 30 Days or After Pharmacy Dispensing/Shipment
Refunds after 30 days, or once an order has been processed and dispensed by the pharmacy and/or shipped, are assessed on a case-by-case basis and are generally limited to specific scenarios:
MadeMed or Pharmacy Error: If MadeMed or the dispensing pharmacy made an error (e.g., incorrect medication or dosage sent, product damaged prior to receipt by the carrier due to MadeMed's packaging error, or a verified error in the prescription fulfillment process).
Documentation: In such cases, we may require photo documentation of the product or packaging to verify the error.
Product Cannot Be Shipped (as per Terms of Use): As stated in our Terms of Use, if for some reason your product(s) cannot be shipped within thirty (30) days following receipt of a properly completed order, we will cancel your order and advise you of such action. A full refund will be issued in such an event.
Non-Refundable: Please be aware that once a prescription has been processed by the pharmacy and dispensed, it is generally non-refundable due to the safety and legal restrictions outlined above. This also applies if the "Risk of Loss" has passed to you upon delivery to the carrier (as per our Terms of Use), meaning MadeMed is not responsible for products lost or damaged after being handed to the shipping carrier.
3. Non-Refundable Items/Situations
The following generally cannot be refunded:
Prescription medications once they have been dispensed by the pharmacy and/or shipped.
Products lost or damaged in transit after the "risk of loss" has passed to you (i.e., after the product has been delivered to the shipping carrier, as per our Terms of Use).
Requests for refunds due to personal preference or change of mind after the product has been dispensed.
Fees for services already rendered (e.g., provider consultations, if separately billed and completed).
Any expedited shipping fees once the service has been performed.
4. How to Request a Refund
To request a refund or discuss an eligible issue, please email us at returns@mademed.com.
Required Information: Include your full name, order number, the date of purchase, and a detailed description of your concern or the reason for your refund request.
Documentation: If applicable, please attach any relevant photo documentation to support your claim.
5. Refund Processing
Once your refund request is received and approved, we will process your refund to the original method of payment within [X business days, e.g., 5-10 business days]. Please note that it may take additional time for your bank or credit card company to post the refund to your account.
If your original payment method is no longer active, please provide updated payment information for us to process your refund.
6. Proper Disposal of Medications
As we cannot accept physical returns of medications, please do not mail them back to MadeMed. For guidance on how to properly dispose of unwanted or expired medications, please consult your local pharmacy, healthcare provider, or refer to the U.S. Food and Drug Administration (FDA) guidelines or your local waste management services.
7. Contact Us
If you have any questions about this Returns and Refund Policy, please contact us: returns@mademed.com
