Refund & Returns Policy
Refund & Returns Policy
Last updated: April 16, 2026
Our Promise
At Apotheca, we stand behind every product with a 30-day money-back guarantee on supplements and a no-charge-until-approved guarantee on prescription products. If you're not satisfied — or if your Rx protocol is not approved — we make it right.
Supplements, Peptides, Bundles, and Lab Tests
What's eligible
You may return any unopened supplement, topical peptide, oral peptide, bioregulator, protocol bundle, or accessory within 30 days of delivery for a full refund of the product price.
What's NOT eligible
- Opened or partially used consumable products (for hygiene and safety reasons)
- Products returned after 30 days from delivery
- Products damaged through misuse or improper storage
- Digital products, consultation fees, or clinical review fees
How to request a return
1. Email support@apotheca.market within 30 days of delivery with your order number and reason for return.
2. We'll send you a prepaid return shipping label within 1 business day.
3. Ship the unopened product back to us using the label.
4. Once received (typically 5–7 business days in transit), we'll refund your original payment method within 3–5 business days.
Return shipping is free for defective products, wrong items shipped, or damaged-in-transit orders. For change-of-mind returns, a flat $6.95 return shipping fee is deducted from your refund.
Prescription (Rx) Products — No Charge Until Approved
Prescription products work differently from standard retail. Your card is authorized, not charged, when you place the order. You only pay if — and when — your protocol is approved by a licensed clinician.
How Rx payment actually works
When you order a prescription product, a pending hold appears on your statement while your health intake is reviewed by a licensed healthcare provider.
- If your protocol is approved: your card is charged and your product is compounded by a licensed pharmacy partner and shipped. Approval typically happens the same day you complete the intake.
- If your protocol is denied: the authorization is automatically released by your bank. No charge ever occurs. You don't need to request a refund, and we don't need to process one — the pending hold simply disappears from your statement within 1–7 business days, depending on your bank.
- If your intake is not completed within 14 days of order placement, the order is cancelled and the authorization released.
- If the authorization expires before clinician review (rare — our target review time is same-day to 24 hours): we'll contact you to re-run your card and complete the review, or cancel the order at no cost.
This is why you won't see "refund processed" on a denied Rx order — nothing was ever charged in the first place. This protects you from the 3–5 business day waiting period associated with a traditional charge-and-refund flow.
After approval and shipment
Because prescription products are custom-compounded by a licensed pharmacy partner after clinician approval, they generally cannot be returned once compounded and shipped.
However:
- Damaged or defective Rx products — If the product arrives damaged, compromised (broken cold chain, contamination, short-fill, or wrong compounding), contact us within 48 hours of delivery and we will send a free replacement at no additional cost.
- Wrong product shipped — If we ship the wrong formulation, strength, or quantity, we'll reship the correct product at no cost and return-label the incorrect one.
- Unsuitable or adverse reaction — If you experience an adverse reaction or your reviewing clinician determines the protocol is no longer appropriate, contact us to discuss options. Refunds for unused portions are evaluated case-by-case based on clinician recommendation.
Non-refundable Rx circumstances (after approval)
- Change of mind after compounding has begun
- Customer-provided inaccurate health information that would have otherwise resulted in denial of the protocol
Lab Tests and Diagnostic Products
Diagnostic lab tests are non-refundable once the lab kit has been shipped or the test has been initiated with the provider. If you cancel before your kit is shipped, we will issue a full refund.
Wellness Circle Orders
Orders placed with Wellness Circle pricing follow the same refund policies as standard orders. If you initiate a refund, your circle discount remains locked for the other members of your circle — their pricing is not affected.
How Refunds Are Processed (When Refunds Actually Occur)
Refunds for supplement orders are issued to the original payment method used for purchase. Processing times:
- Credit/debit card: 3–5 business days after return is received
- Shop Pay / Apple Pay / Google Pay: 1–3 business days
- Bank transfer: 5–10 business days
If you paid with a gift card or store credit, refunds are returned to your Apotheca account credit.
Important: Most Rx orders that "don't go through" do not require a refund because no charge ever occurred — the authorization is simply released. See the Rx section above for details.
Damaged, Lost, or Delayed Shipments
- Damaged in transit — Photograph the damage and email support@apotheca.market within 48 hours. Free replacement shipped same day.
- Lost in transit — If tracking shows no movement for 7+ business days, contact support and we'll file a carrier claim and reship.
- Delayed delivery — Apotheca is not responsible for carrier delays but will work with you to resolve them.
Chargebacks
We respectfully ask that you contact us at support@apotheca.market or [phone number] before filing a chargeback with your bank. We resolve 99%+ of concerns directly — and we can usually issue a refund or replacement faster than the chargeback process allows.
For Rx orders, remember: if your protocol was denied, no charge occurred, so any "pending" amount on your statement will disappear without action within 1–7 business days.
Contact Us
Email: support@apotheca.market
Phone: [phone number] ([hours])
Address: [business address]
We aim to respond to every support inquiry within 24 hours (most within 4–6 hours during business days).