Legal

Refund Policy

Effective date: July 27, 2026  ·  Last updated: July 27, 2026

This Refund Policy forms part of our Terms & Conditions and applies to every order placed through thetrugenetics.com, order.thetrugenetics.com, and clinic.thetrugenetics.com. Please read it before you order.

1. Why all sales are final

Every medication you order is a compounded preparation — prepared by a licensed compounding pharmacy specifically for you, in the strength and formulation on your prescription. It is not a mass-produced or shelf product.

Because each preparation is made for one identified patient, pharmacy laws and regulations prohibit it from being returned to stock, resold, reused, or transferred to anyone else. Once your order enters compounding, it has no value or lawful use for any person other than you. That is why we cannot offer returns or restocking.

2. All sales are final

By placing an order you acknowledge and agree that:

• No refunds, returns, exchanges, or account credits are issued once an order is placed — including for a change of mind, dissatisfaction with your results, unused or partially used product, or a decision to stop treatment.
• Refusing a delivery, failing to accept a delivery, or failing to retrieve a shipment does not create a right to a refund or credit.
• Because individual responses to treatment vary, no refund is issued based on how you respond to a medication or on the outcome of your protocol.

3. The one exception: your prescription is not approved

4. Blood panels and consultations

• Blood panels are non-refundable once a laboratory requisition has been issued in your name, whether or not you complete the draw.
• Consultation fees are non-refundable once the consultation has taken place. An appointment missed without at least 24 hours’ notice is treated as completed. Rescheduling is available at our discretion.

5. Cancellations

Once you acknowledge the purchase terms and pre-authorize payment, your order is final and irrevocable. It cannot be canceled, paused, modified, or reversed afterward, for any reason, because it moves immediately into medical review and pharmacy fulfillment.

Please review your cart carefully before submitting, and contact us with any questions before you place your order rather than after. We would much rather answer a question up front than tell you an order can’t be undone.

6. Damaged or incorrect items

If a product arrives materially damaged in transit, or does not match your prescription, notify us in writing within 48 hours of delivery at support@thetrugenetics.com. Include photographs of the item as you received it, including its packaging and any temperature control materials.

Where a claim is verified, our sole obligation — and your sole and exclusive remedy — is replacement of the affected item at our discretion. Monetary refunds are not issued for damaged or incorrect items.

We are not responsible for loss, theft, or temperature exposure occurring after a carrier records a package as delivered, so please arrange to receive your shipment promptly.

7. Payment disputes and chargebacks

You agree to raise any billing concern with us directly before contacting your bank, and you agree not to initiate a chargeback, payment dispute, or payment reversal against a charge that was properly processed — including on the basis of cancellation, dissatisfaction, or not using the medication.

A chargeback filed in breach of this policy is a breach of our Terms & Conditions. You agree to reimburse us for the disputed amount together with any chargeback fees, administrative costs, and reasonable costs of collection. We may also decline to provide further service to any account that files such a dispute.

8. Questions before you order

If you are unsure whether a protocol is right for you, whether it can ship to your state, or what your order includes, contact us before you submit. Our team can walk you through it, and an optional consultation with a specialist is available at checkout.