Due to the nature of prescription medications, we do not accept returns and, once the Pharmacy has begun preparing/compounding or dispensing your medication, the order is final, except as required by law.
Clinical Non‑Approval: If your order is not approved by the Telehealth Provider, we will cancel the order and refund any amounts charged.
Damaged/Incorrect Deliveries: Contact help@xyonhealth.com within 7 days of delivery for verification and resolution (replacement or refund, as permitted by pharmacy regulations).
Shipping Issues: If a carrier shows “delivered” but you did not receive the package, contact us within 7 days so we can investigate and coordinate a resolution with the Pharmacy and carrier.
Auto‑Refill Plan Policy
Cadence & Billing: By enabling an Auto‑Refill Plan, you authorize recurring charges at the cadence shown in your account (typically every ~90 days) until you pause or cancel. You may update cadence and next‑run dates in your XYON account.
Reminders: Where required or as a courtesy, we may send a reminder before a renewal.
Price at Refill: Each refill uses the price in effect when that refill is processed. Taxes, shipping, and fees (if any) are added at checkout.
Clinical Oversight: Continued dispensing requires ongoing clinical appropriateness. Prescriptions may be modified or discontinued by the Telehealth Provider.
Pause/Cancel Window: Pause or cancel at least 48 hours before the next processing date in your account or via help@xyonhealth.com. Requests inside 48 hours may apply to the subsequent cycle.
No Long‑Term Commitment: Auto‑Refill Plans are flexible and can be paused or cancelled at any time subject to the timing window above.
On‑Demand Orders Policy
One‑Time Purchase: On‑Demand Orders are single, non‑recurring purchases (e.g., one 90‑day supply unless otherwise stated).
Cancellation Window: You may cancel until clinical approval is issued or the Pharmacy begins preparing/compounding—whichever occurs first. After that, the order is final.
Clinical Non‑Approval: If not approved, the order is cancelled and any amounts charged are refunded.
Changes to Prescription: If the approved prescription differs from what you selected, we will present any material price or product changes for your confirmation before charging.
Cancellation Policy
Auto‑Refill Plans: Pause or cancel at least 48 hours before the next processing date in your XYON account or by emailing help@xyonhealth.com. Requests received inside 48 hours may apply to the following cycle.
On‑Demand Orders: You may cancel until clinical approval or pharmacy preparation/compounding begins—whichever occurs first. After that, orders are final.
How to Manage: Log in to your XYON account to update cadence, next‑run date, payment method, or to pause/cancel. You can also contact help@xyonhealth.com for assistance.
