Return and Refund Policy
1. Introduction
MyVia Health distributes products through two distinct channels, which are governed by different rules under federal and state law. This Return and Refund Policy describes how returns, reshipments, and refunds work in each channel.
- Section 3 governs prescription compounded medications dispensed pursuant to a valid prescription.
- Section 4 governs research-use-only (RUO) products sold to qualified research and laboratory customers.
Sections 5 through 12 apply to both channels.
2. Eligibility and Definitions
2.1 Prescription Compounded Medications
MyVia Health’s direct customers are licensed clinics. A clinic may order a prescription compounded medication on behalf of a patient under its care, and MyVia Health may ship the dispensed medication directly to that patient. In that flow, the ordering clinic remains the responsible customer of MyVia Health for purposes of returns, refunds, and reshipments under this Policy. Where a return, refund, or reshipment is requested by a patient, MyVia Health will coordinate the request with the ordering clinic before taking action. Sections 3 and 5-12 apply.
2.2 Research-Use-Only Products
Research-use-only products are sold for in vitro research and laboratory use only. RUO products are not approved by the FDA for use in humans, are not intended for use in humans or animals, and are not for diagnostic or therapeutic use. Eligible customers are qualified research and laboratory entities and individuals acting in a research capacity who have agreed to MyVia Health’s RUO terms at the time of purchase. Sections 4 and 5-12 apply.
3. Returns and Refunds - Prescription Compounded Medications
3.1 General Rule – No Return to Inventory
Federal and state law restrict the return of dispensed prescription medications to inventory. Once a prescription compounded medication has been dispensed and shipped to a patient, prescriber, or clinic, it generally cannot be returned to MyVia Health or to the dispensing pharmacy for resale or reuse, regardless of whether the package has been opened. Refunds for dispensed medications are available only in the limited circumstances described below.
3.2 Eligible Circumstances for Refund or Replacement
MyVia Health and the dispensing pharmacy partner may provide a replacement shipment or refund in any of the following circumstances:
- Damaged in transit - the package or product was visibly damaged on delivery, or damage compromised the integrity of the product.
- Wrong product shipped - the product received does not match the prescription or the order.
- Manufacturer or compounding defect - the product is determined by the dispensing pharmacy to be defective.
- Recall - the product is subject to a manufacturer, pharmacy, or FDA recall.
- Other circumstances required by applicable law or by the rules of the dispensing pharmacy's state board of pharmacy.
3.3 Reporting Window and Process
To request a replacement or refund under Section 3.2:
- Contact MyVia Health support at support@myviahealth.com within seven (7) business days of delivery (or, for delayed-discovery defects, within seven (7) business days of discovery).
- Provide your order number, the prescription identifier, photographs of the package and product, and a brief description of the issue.
- Retain the product and packaging until directed by MyVia Health. Do not discard.
MyVia Health will acknowledge your request within two (2) business days and will coordinate next steps with the dispensing pharmacy partner.
3.4 Reverse Distribution and Disposal
Where return of a prescription medication is required by law or by the dispensing pharmacy’s policies, return must be coordinated through a licensed reverse-distribution process. Do not return prescription medications to MyVia Health by mail or by courier without prior written direction. The dispensing pharmacy partner will provide return instructions, including any required reverse-distributor procedures, consistent with PDMA (21 CFR Part 203), applicable DEA regulations (if any DEA-scheduled substance is involved), and the dispensing pharmacy’s state board rules.
3.5 Refund Form and Timing
Approved refunds for prescription compounded medications are issued to the original payment method (or, if the original method is unavailable, by a mutually agreed alternative) within ten (10) business days after the dispensing pharmacy partner confirms eligibility and, where applicable, receipt of the returned product through the reverse-distribution process.
4. Returns and Refunds - Research-Use-Only Products
4.1 RUO Disclaimer
Research-use-only products sold by MyVia Health are FOR LABORATORY AND RESEARCH USE ONLY. They are NOT intended for use in humans or animals, NOT intended for diagnostic or therapeutic use, and NOT approved by the FDA for any such use. By purchasing an RUO product, you represent that you are purchasing it for in vitro research or laboratory use only.
4.2 Eligible Returns
MyVia Health accepts returns of RUO products that are:
- Unopened and in original, sealed packaging, with all original labels and seals intact; and
- Returned within seven (7) business days of delivery; and
- Accompanied by the original order number and proof of purchase.
Opened RUO products and products outside the seven-business-day window are not eligible for return, except in the circumstances described in Section 4.3.
4.3 Damaged, Wrong, or Defective RUO Products
MyVia Health will provide a refund or replacement, at the customer’s election, for any RUO product that is:
- Damaged in transit (visible package or product damage on delivery);
- Materially different from what was ordered (wrong product, wrong quantity); or
- Defective as confirmed by MyVia Health or the manufacturer.
4.4 Return Process for RUO Products
After MyVia Health confirms a return is eligible:
- MyVia Health will provide return instructions, including the return address and any prepaid return label where applicable.
- Customer ships the product back within seven (7) business days of receiving return instructions.
- MyVia Health inspects the returned product within five (5) business days of receipt.
- Refund or replacement is issued as described in Section 4.5.
4.5 Refund Form, Timing, and Restocking
Approved refunds for RUO products are issued to the original payment method within ten (10) business days after MyVia Health’s inspection of the returned product confirms eligibility.
A restocking fee of [up to twenty percent (20%)] of the product price may apply to returns of unopened RUO products initiated for reasons other than damaged in transit, wrong product, or defect. The applicable restocking fee, if any, is disclosed at the time of purchase. Shipping fees are non-refundable except where the return results from damaged in transit, wrong product, or defect.
5. Shipping Damage and Lost Shipments
Promptly inspect each shipment on delivery and report visible damage or missing items to support@myviahealth.com within seven (7) business days. Where appropriate, MyVia Health will file a claim with the carrier on your behalf. Lost shipments confirmed by the carrier will be replaced or refunded at MyVia Health’s election.
6. Reshipments
Where MyVia Health agrees to reship a product under this Policy:
- All reshipped products are new units. Returned products are not resold or reshipped.
- MyVia Health will reship at no cost to the customer the first time, when reshipment is necessary because of damaged in transit, wrong product, defect, or confirmed carrier loss.
- If a second reshipment is necessary for a reason within the customer's control - for example, repeated incorrect or incomplete shipping address, refused delivery, failure to be available to receive a delivery that requires signature, or similar customer-caused failure - the customer is responsible for the shipping cost of the second reshipment. No additional product or restocking fee will be charged.
- MyVia Health is not obligated to attempt more than two reshipments for the same order
7. Recalls and Regulatory Returns
If MyVia Health, the dispensing pharmacy partner, the manufacturer, or the FDA initiates a recall affecting a product you received, MyVia Health will notify you using the contact information associated with your account and will coordinate return, replacement, refund, or destruction of the affected product as required by the recall. Recall handling supersedes the timelines and conditions in Sections 3, 4, 5, and 6 to the extent the recall instructions differ.
8. Refund Processing
Approved refunds are issued to the original payment method. If the original payment method is unavailable, MyVia Health will work with the customer to issue the refund through a mutually agreed alternative. MyVia Health does not issue refunds in cash.
Refund processing windows are stated in Sections 3.5 and 4.5. Once a refund is issued by MyVia Health, posting time at your card issuer or bank may add additional business days.
9. Chargebacks and Disputes
Before initiating a chargeback or payment-network dispute, please contact MyVia Health support at support@myviahealth.com so that we can work to resolve the issue directly. Most refund and return issues can be resolved without a chargeback.
Customers retain the right to initiate a chargeback through their card issuer or payment network. MyVia Health will respond to chargeback notices in accordance with applicable card-network rules. MyVia Health reserves the right, in its sole discretion, to close, suspend, or decline to accept future orders from an account that has initiated chargebacks without first contacting MyVia Health, or that has otherwise engaged in conduct that is fraudulent or abusive. MyVia Health will not retaliate against any customer for the legitimate exercise of dispute rights afforded by applicable law or card-network rules.
10. Dispute Resolution
If you are not satisfied with the resolution of a refund, return, or reshipment request:
- Contact MyVia Health support at support@myviahealth.com and request escalation.
- Escalated requests are reviewed by a senior member of the MyVia Health team within ten (10) business days.
- Disputes that cannot be resolved through escalation are subject to the dispute-resolution provisions of your agreement with MyVia Health, including any binding-arbitration or class-action-waiver provisions and the governing law in Section 12.
11. State Resident Notices
11.1 California Consumers
California Civil Code Section 1723: This is the return and refund policy of MyVia Health. Returns of dispensed prescription medications are restricted as described in Section 3. Returns of research-use-only products are accepted as described in Section 4, subject to the conditions, time limits, and restocking fees stated above. This policy is conspicuously posted on the MyVia Health website.
11.2 Other States
Customers in other states may have additional rights under state consumer-protection statutes. Nothing in this Policy is intended to limit any non-waivable right under applicable law.
12. Governing Law
This Return and Refund Policy is governed by the laws of the State of Florida, without regard to conflict-of-law principles. Any dispute arising out of or relating to this Policy is subject to the venue and dispute-resolution provisions of your agreement with MyVia Health.
13. Changes to This Policy
MyVia Health may update this Return and Refund Policy from time to time. Material changes will be posted on the MyVia Health website with an updated effective date. For orders placed before a material change takes effect, the policy in effect at the time of order will continue to apply to that order.
14. Contact Us
For all return, refund, reshipment, and dispute inquiries, please contact:
- Email: support@myviahealth.com
- Mail: MyVia Health, 1601-1 N Main Street #3159, Jacksonville, FL 3220
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Contact
- 407-493-8633
- support@myviahealth.com
- 1601-1 N Main Street #3159 Jacksonville, FL 32206
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