Returns, refunds, and the honest part nobody else explains.
Compounded medications cannot be returned to a pharmacy. Here is how Selvara handles the cases where a refund is owed anyway.
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Selvara return policy in plain English
Compounded medications are made for one person, you, from the prescription a licensed practitioner wrote against your bloodwork and intake. Because of that, federal and state pharmacy regulations prohibit a pharmacy from accepting any medication back into inventory after it leaves the facility. This applies industry-wide. Hims, Hers, Henry Meds, Mochi Health, and every other compounding telehealth brand are bound by the same rule.
What that means: Selvara cannot accept returned medication. We can, and do, refund you in three specific cases listed below.
When Selvara refunds
1. Pharmacy or shipping error
If we shipped the wrong medication, the wrong dose, or the wrong quantity, we refund or reship at your choice. No paperwork, no return required. Email support@selvarahealth.com within 7 days of delivery with a photo of the label.
2. Lost or damaged in transit
See the Shipping page. Reshipped at no charge once the carrier trace completes.
3. Practitioner-recommended discontinuation inside the first 30 days
If you and your practitioner together decide the protocol is not appropriate (a side effect, a new diagnosis, a change in goals) within 30 days of approval, Selvara refunds 50% of the most recent fill. The medication itself cannot be returned to the pharmacy, but Selvara absorbs half the cost as a good-faith concession.
This applies only to the most recent fill, not to prior months, and only when the practitioner is the one recommending the change.
What is not refundable
- A protocol you approved and then changed your mind on after the fill shipped.
- Side effects you discontinued on your own without a practitioner conversation. We strongly encourage you to message your practitioner first; most side effects have a dose or formulation fix.
- Medications that arrived correctly but were stored improperly, opened, or used.
- Bloodwork panels after the requisition has been issued to the lab.
- Shipping fees (we do not charge any, so nothing to refund).
Cancelling a protocol
You can cancel any protocol from your dashboard at any time. There is no fee. If you cancel before the next fill ships, you are not charged.
If you cancel after the fill ships, the fill is yours to keep, use, or discard. The pharmacy cannot accept it back.
How to dispose of medication you do not want
The safest option is a DEA-authorized take-back location. Most pharmacies and police stations accept medications year-round; the DEA also runs a National Prescription Drug Take Back Day twice a year. The FDA also publishes a "flush list" for medications that can be flushed safely. Do not pour injectable medications down the drain.
Sharps (syringes, needles) go in the FDA-cleared sharps container Selvara ships with every injectable protocol. When full, mail it back using the prepaid return label included.
How to request a refund
- Email support@selvarahealth.com with your order number and a one-line description of what happened. Attach a photo if relevant.
- A Selvara team member responds within 24 hours during the business week. If your case is in one of the three refundable categories, the refund is approved immediately.
- Refunds post to the original payment method within 5 to 10 business days. HSA / FSA refunds go back to the same card.
If we deny a refund and you believe that is wrong, reply to the same email thread asking for escalation. The Head of Operations reviews every escalation personally.