Returns & Refund Policy
Last updated: June 25, 2026
We want every order to go smoothly. This policy explains when refunds are available, how returns work, and what to do if something is wrong with your order.
Prescription products
For safety, regulatory, and quality reasons, prescription products (peptides, GLP-1s, compounded medications, and other Rx items) cannot be returned once they have been dispensed and shipped. This is standard pharmacy practice and applies whether the package has been opened or not.
- Provider declines your request: if the licensed provider declines to write a prescription, you will not be charged for the medication. Any pre-authorization is released.
- You cancel before the provider reviews: we issue a full refund.
- You cancel after the provider reviews but before shipping: the medication itself may already be compounded or allocated. We will refund what we can; in some cases, only the medical-review fee is non-refundable.
- Order shipped: no refund is available except for the issues described under “Damaged, lost, or wrong items” below.
Supplements and non-prescription products
- Unopened supplements: you may return unopened, unused supplements within 30 days of delivery for a full refund of the product price (shipping is non-refundable).
- Opened supplements: for safety reasons, we cannot accept returns of opened supplement bottles.
- Email support@protocolrx.com within 30 days of delivery to start a return. We will send return instructions; you are responsible for return shipping.
Damaged, lost, or wrong items
If your order arrives damaged, never arrives, or contains the wrong item, contact us within 7 days of the expected delivery date. Include your order number and, where applicable, a photo of the damaged product or packaging. We will replace the item at no cost or issue a full refund, at your choice.
Subscription cancellations
You may cancel a subscription at any time from your account or by emailing support. Cancellation stops future charges; you remain entitled to any shipment for which you have already been charged. We do not pro-rate partial periods.
How refunds are processed
Refunds are issued to the original payment method via Stripe. Most refunds appear in 5–10 business days, though some banks may take longer. You will receive an email confirmation when a refund is issued.
Disputes and chargebacks
Before opening a payment dispute or chargeback, please contact us at support@protocolrx.com. Most issues can be resolved quickly and directly. Disputes filed without contacting support first may delay resolution.
Contact
All return, refund, and order questions: support@protocolrx.com. Please include your order number.