Refund & Cancellation Policy

Summary

This page summarizes our refund and cancellation rules. The full rules are in Section 7 of our Terms of Service, which control if anything here differs.

• If a provider does not approve treatment, on a first order or on any refill, your payment is refunded in full.
• Auto-refills: An auto-refill charge is refundable in full if you cancel before a provider approves the refill or it is sent to the pharmacy, whichever comes first. After that it is final and ships.
• Cancel auto-refill anytime. Cancel anytime in your patient portal (Orders → Manage subscriptions) or by emailing virtual@affinitywholehealth.com. Cancelling stops every future charge. To ask for a refund of a refill that was already charged, message us from your patient portal or email us.
• Once a prescription is dispensed, it cannot be refunded or returned, because pharmacy rules prohibit returning or reselling dispensed medication, except as described under Recalls below or where a refund is required by law.
• Something wrong with your order? Tell us within 7 days. If your order arrives with the wrong quantity, strength, or dose, the wrong medication, a missing item, or a damaged or defective product, contact us within 7 days of the delivery date shown in the carrier's tracking (for example, FedEx or UPS). If a package is lost and the carrier never shows a delivery, contact us within 30 days of the date your order shipped. For a prescription, your remedy is a free reshipment of the correct medication. Problems reported after these time limits are not eligible for a reshipment, replacement, or refund, except where the law requires otherwise. Delivery delays do not qualify for a refund or a reshipment.
• Orders that can't be completed: if a required step (such as finishing your health questions, verifying your identity, or a video visit your provider requires) is not completed within the time we give you (and in any case within 30 days of checkout), or no licensed provider in your state is available, or the pharmacy cannot fill it, we may cancel the order and refund it in full.
• Recalls: if a medication dispensed to you through Affinity Direct is recalled, we will, at our option, reship from an unaffected lot at no cost or refund the price you paid for the affected medication.
• Supplements: refunds or replacements may be issued for shipping errors and damaged or defective products. Contact us within 7 days of the carrier's delivery date (or, if the carrier never shows a delivery, within 30 days of the date your order shipped).

Questions About a Charge

Please email virtual@affinitywholehealth.com before disputing a charge with your bank so we can resolve it directly. Refunds usually appear within 5–10 business days, depending on your bank.