Refund Policy

Last Updated: March 1, 2026

Overview

At Serena Health, we are committed to your satisfaction. We understand that circumstances may arise where a refund is appropriate. This policy explains when refunds are available and how to request one.

Effective Date: March 1, 2026

When Refunds Are Available

Refunds may be issued in the following situations:

  • Not Approved: If your treatment is not approved by our clinician, you are not charged and no refund is needed
  • Cancelled Before Shipping: If you cancel after approval but before your order ships, a full refund will be issued
  • Defective Product: If you receive a damaged or defective product, we will replace it or issue a refund
  • Wrong Product: If you receive the wrong medication, we will correct the order at no cost
  • Medical Discontinuation: If our clinician recommends discontinuing treatment for medical reasons, partial refunds may be available

Non-Refundable Situations

The following situations are generally not eligible for refund:

  • After Shipping (Temperature-Sensitive): Once temperature-sensitive medications ship, they cannot be returned due to safety regulations
  • Opened Products: Medications that have been opened cannot be returned or refunded
  • Change of Mind: Refunds are not available simply because you changed your mind after approval
  • Side Effects: Expected side effects listed in product information are not grounds for refund, though you should report them to our medical team
  • Current Billing Period: Subscription cancellation does not refund the current month

Important: Due to FDA regulations and patient safety requirements, we cannot accept returns of medications that have left our pharmacy's control, particularly injectable and temperature-sensitive products.

How to Request a Refund

To request a refund, follow these steps:

  1. Contact Us: Email [email protected] with your order number and name
  2. Explain the Situation: Describe why you are requesting a refund
  3. Provide Documentation: If applicable, include photos of damaged products
  4. Await Response: Our team will review and respond within 2 business days

Processing Timeline

Once a refund is approved:

  • Processing Time: Refunds are processed within 5-7 business days
  • Payment Method: Refunds are credited to your original payment method
  • Bank Processing: Your bank may take an additional 3-5 business days to post the credit
  • Confirmation: You will receive email confirmation when the refund is processed

Exceptions and Discretion

All refund decisions are made at our discretion. We may deny refunds if:

  • The request is made more than 30 days after delivery
  • There is evidence of misuse, fraud, or abuse
  • You have a pattern of excessive refund requests
  • The product was used contrary to instructions

In exceptional circumstances, we may make accommodations outside this policy. Contact our support team to discuss your situation.

Subscription Cancellation

To cancel your subscription:

  • Contact our support team at least 5 business days before your next billing date
  • Cancellation stops future orders and billing
  • Any orders already processed will still ship
  • You will continue to have access to support for previously shipped orders

There are no cancellation fees. You may reactivate your subscription at any time.

Contact

For refund questions or to submit a request:

Email: [email protected]
Phone: +1 786 527-2536
Hours: Monday-Friday, 9am-5pm EST

Please include your order number in all communications.