Refunds & Cancellations
How money moves at Yucca Health, when you get it back, when you don’t, and how to ask.
The short version
You can cancel any time before your prescription is issued. If a clinician hasn’t yet written your prescription, your order can be cancelled for a full refund. No fees, no questions.
Once your prescription is issued, the order is final. Compounded medication is prepared for one specific patient at a specific dose. It can’t be returned, resold, or restocked under U.S. pharmacy law — even if it hasn’t shipped yet.
If a clinician decides you aren’t a fit for treatment, you get every dollar back. That includes the consultation fee. No exceptions.
You can pause your plan instead of cancelling. As long as your next order hasn’t gone to the pharmacy, you can pause indefinitely and restart when you’re ready. Pausing keeps your pricing.
If a package arrives damaged or never arrives, tell us within 48 hours and we’ll make it right.
One cutoff decides everything
There is a single line that determines whether an order can be cancelled: whether a clinician has issued your prescription.
Before your prescription is issued — Cancel any time, full refund. You’ve paid and submitted your intake, but no clinician has written a prescription and nothing has gone to the pharmacy. Full refund, no fees, no questions.
After your prescription is issued — The order is final. From that moment, whether the medication is being compounded, has been compounded, or has shipped, the order cannot be cancelled and is non-refundable.
Why the rule is this strict
The moment a clinician writes a prescription for a compounded medication, that medication becomes patient-specific. The FDA, state boards of pharmacy, and United States Pharmacopeia standards for compounded sterile preparations treat it as one-of-a-kind. Once your prescription is associated with a vial, that vial cannot lawfully be dispensed to anyone else — even if it was never opened, never shipped, or never left the pharmacy floor.
This isn’t a Yucca Health policy choice. It’s how prescription compounding works.
If you aren’t approved for treatment
Clinicians sometimes decline to prescribe — because of a medication interaction, an underlying condition that GLP-1 medications don’t pair well with, or because the information you provided doesn’t support a prescription.
When that happens you receive a 100% refund automatically. The consultation fee, the medication fee, and any plan deposit all return to your original payment method. You don’t need to ask.
You’ll also receive a message explaining the decision and what your options are if you’d like to seek care elsewhere.
Pausing or cancelling your plan
Pausing
You can pause your plan indefinitely, as long as your next order has not yet gone to the pharmacy. Paused plans aren’t charged. Restart whenever you’re ready and your pricing stays as it was.
Cancelling
You can cancel at any time. Cancellation stops future charges. It does not refund charges already processed or orders already in progress.
Timing matters. We begin processing each renewal several days before your delivery date so there’s time for clinician review, compounding, and shipping. To stop your next renewal, cancel at least 7 days before your scheduled renewal date. We send a reminder before each renewal so you have time to decide.
If you cancel after processing has begun but before a clinician has issued the prescription, that order is still fully refundable under the cutoff rule above.
If you’re not sure you want to stop entirely, pause instead. Pausing preserves your plan and your pricing. Cancelling ends both.
What renewal looks like
Plans renew automatically at the interval you chose at checkout, until you pause or cancel. The renewal interval, the amount, and the cancellation method are shown to you at checkout and confirmed by email after you enroll.
What’s refundable, what’s not
We refund you when:
A clinician determines you can’t be treated safely
You cancel before a clinician issues your prescription
Your medication arrives visibly damaged, with a photo
The dispensing pharmacy confirms the medication’s integrity is compromised
You were charged twice for the same order
A pricing error on our end caused you to pay too much
We can’t refund when:
Your prescription has already been issued by a clinician
You changed your mind after processing began
An incorrect address you provided caused a delivery failure
The carrier confirms delivery to your address
You’re dissatisfied with how a compounded medication feels
An ice pack arrived melted but the medication is still within its validated stability range
You’ve violated our Terms of Service
When a package has a problem
Two situations come up. Both have a 48-hour reporting window.
Damaged on arrival. Photograph the damage before opening anything further and contact us within 48 hours of delivery. Once our team verifies, you’ll choose between a free replacement shipment or a refund. Hold on to the original packaging until we close the case — the pharmacy’s quality team may need to inspect it.
Tracking says delivered, you don’t have it. Contact us within 48 hours so we can open a trace. We’ll usually ask for a missing-package claim with the carrier, and if there are signs of theft, a police report number. Once a carrier confirms delivery to the address on file, the loss sits with the carrier rather than with us — but we’ll still help you work through their claim process.
Cold-chain concerns. If medication that requires refrigeration arrives warm or without adequate refrigeration, do not use it. Contact the dispensing pharmacy for guidance about your specific preparation and storage instructions, and contact us so we can review the shipment. Replacements are assessed by the dispensing pharmacy based on confirmed stability concerns, not on cosmetic packaging issues alone.
Charged twice, or for the wrong amount
Rare double-charges happen, usually when a card is retried after a network timeout. If you spot a duplicate transaction or an unexpected amount, send us the date and the last four digits of the card.
Confirmed billing errors are refunded the same business day in most cases, well ahead of our standard review window. We also catch and correct pricing mistakes ourselves and refund the difference without you needing to ask.
How to request a refund
1. Open a request. Use our contact form or message us through your patient portal. Don’t email individual staff members — it slows things down.
2. Send the basics. Include all of this in your first message: your full name and the email on your account, the order number from your confirmation email, the date you were charged, what happened in your own words, and photos if anything physical went wrong.
3. Wait for review. Our patient operations team reviews requests in the order they arrive. Expect a decision within two to four business days, faster for clear-cut cases like medical ineligibility.
4. Money returns. Approved refunds go back to the same card or bank account that paid. Banks typically post the credit in 5 to 10 business days; some take longer at month-end. If you don’t see it after 10 business days, message us with your order number and we’ll trace it.
A few other things
Disputing a charge with your bank. If you open a dispute with your bank, we pause our own review until the bank’s process finishes, because both can’t run at once. It’s almost always faster to contact us first.
Requests on someone else’s behalf. We can only discuss an account with the person it belongs to, unless we have written authorization from them.
Multi-month plans. Plans purchased at a multi-month discount are reviewed case by case if you want to exit early. Reach out and we’ll discuss what’s possible.
No pro-rating. If you end a plan mid-cycle, the cycle you’ve paid for finishes out — you keep what you’ve paid for — and you aren’t charged again.
Scope and precedence
This policy applies to purchases made through tryyucca.com and the Yucca Health patient portal, and is governed by our Terms of Service.
Where state or federal law grants you stronger consumer protections than this policy provides, those laws take precedence over anything written here.
Yucca Health is operated by Brand Merchants Network LLC. Medical consultations are provided by licensed clinicians in our partner provider networks, and prescriptions are dispensed by licensed U.S. pharmacies in our partner pharmacy networks. Yucca Health does not practice medicine or pharmacy and does not make clinical decisions.
We may update this page. The “last updated” date above reflects the most recent revision.
Questions?
Brand Merchants Network LLC d/b/a Yucca Health
9350 Wilshire Blvd, Suite 203
Beverly Hills, CA 90212
(888) 388-1878
hello@tryyucca.com