Refund Policy

VIVO dispenses physician-prescribed, compounded medications through a licensed pharmacy — not off-the-shelf products. That distinction is what shapes this policy.

Why dispensed prescriptions can’t be returned

Once a compounded prescription leaves the pharmacy, it cannot be verified for storage, handling, or integrity — so it cannot be returned to stock or re-dispensed to another patient. This isn’t a VIVO preference; it’s consistent with FDA guidance and the pharmacy laws in your state, which treat any prescription drug that has left pharmacy control as no longer safe to redistribute.

All sales of dispensed prescription products are final.

If we made an error

If your prescription was filled incorrectly — wrong medication, wrong strength, or wrong quantity — that’s on us, and we’ll correct it at no cost to you: a replacement, a refund of your out-of-pocket cost, or both, depending on the situation.

Email care@vivoclinic.org with your order number and a description of the issue. A member of our pharmacy team will review and respond within 3–5 business days.

Before your order ships

If you need to cancel or change an order before your pharmacy has begun compounding it, contact us right away at care@vivoclinic.org and we’ll do what we can. Once compounding has started, the order can’t be canceled or refunded — your medication is being prepared specifically for you.

Shipping issues

If your package arrives damaged, or you receive the wrong item, contact us within 48 hours of delivery with photos of the product and packaging. We’ll arrange a replacement or refund at no additional cost. Please don’t discard the packaging until the issue is resolved.

What this policy doesn’t cover

How your body responds to a prescribed medication isn’t a return criterion — it’s a conversation for your physician. If you have questions about your protocol, dosing, or what to expect, your prescriber is the right point of contact, not this policy. We’re not able to evaluate or respond to individual treatment outcomes here.

This policy does not cover:

• Delays caused by incomplete or inaccurate information provided at intake
• Failure to receive a package due to an incorrect shipping address on file
• Orders already in process at the compounding pharmacy

Refund method

Approved refunds are issued to your original form of payment. Processing times may vary by financial institution.

Contact

Vivo Health LLC
care@vivoclinic.org

Questions about a specific order should go to care@vivoclinic.org, not customer support inboxes elsewhere on the platform, to keep any PHI in the right channel.