Henry Meds Refunds, Returns & Replacements Policy

1. Purpose, Scope, and Governing Authority

This Refunds, Returns & Replacements Policy (“Policy”) governs the conditions under which Adonis Health, Inc., doing business as Henry Meds (“Henry Meds,” “we,” “our,” or “us”), may issue refunds, accept returns, or authorize replacement shipments.

This Policy applies to all prescription medications, non-prescription products, subscription services, and any related goods or services purchased or obtained through Henry Meds’ websites, mobile applications, telehealth platform, or affiliated pharmacies (collectively, the “Services”).

This Policy is issued pursuant to and interpreted in harmony with all applicable federal, state, and local laws, including pharmacy practice acts, consumer protection statutes, and shipping regulations. Where any mandatory legal requirement conflicts with this Policy, the requirement of law shall prevail.

2. Definitions

For clarity and precision, the following definitions apply throughout this Policy:

• “Final Sale” means a transaction where the product, once dispensed and shipped, may not be returned, refunded, or resold.
  
  

• “Replacement” means issuance of a newly dispensed unit of the same medication, or a functionally equivalent item, shipped to remedy a verified error, defect, or confirmed compromise in transit.
  
  

• “Temperature Excursion” means exposure of a product to environmental conditions outside its manufacturer-approved or pharmacy-validated storage range prior to confirmed delivery.
  
  

• “Chain of Custody” means the transfer of responsibility for the product from the pharmacy to the common carrier, and from the carrier to the recipient at the delivery address designated by the patient. Once the carrier confirms delivery, chain of custody shifts to the patient.
  
  

• “Discretionary Refund” means a refund or credit extended voluntarily by Henry Meds in exceptional cases, without obligation to repeat in future cases.

3. General Rule: Prescription Medications Are Final Sale

All prescription medications dispensed through licensed pharmacy partners are final sale upon shipment. They cannot be returned, reused, or resold under state and federal law. Except as expressly stated herein or as required by law, no refunds, returns, or credits are available for prescription products.

4. Circumstances Eligible for Remedy

4.1 Pharmacy or Dispensing Error

If a prescription is dispensed incorrectly—such as the wrong medication, strength, formulation, or an insufficient quantity compared to the prescriber’s valid order—Henry Meds will coordinate with the dispensing pharmacy to provide a no-cost replacement, as required by law. This remedy applies only to verified pharmacy dispensing errors and is limited to correcting the specific error. It does not apply to prescriber errors, patient ordering mistakes, mishandling or loss of medication, shipping issues outside of the pharmacy’s control, or cases where an over-supply was dispensed. Patients are not permitted to return medications; however, Henry Meds may request photographic or written confirmation to document the error before a replacement is issued.

4.2 Damaged Shipments

If a product is visibly damaged in transit, you must notify Henry Meds within forty-eight (48) hours of delivery. You may be required to provide photographic or written documentation of the damage. Upon confirmation, a replacement will be issued.

4.3 Temperature Excursions

Henry Meds uses pharmacies with validated cold-chain packaging engineered to maintain stability for the carrier’s standard delivery window. Some shipments may include temperature monitoring devices.

If you suspect a temperature excursion, you must report it to Henry Meds within forty-eight (48) hours of delivery. Henry Meds will conduct a structured investigation, which may include:

• review of packaging validation data and specifications;

• analysis of carrier logs, time-in-transit data, and delivery confirmations;

• retrieval of data from any included temperature monitoring devices;

• assessment of photographic or testimonial evidence provided by the patient.

If the investigation establishes that the product was likely compromised prior to confirmed delivery, Henry Meds will provide a replacement at no cost unless permitted by law to recover costs. If the investigation determines that the product remained within validated parameters through delivery, or that compromise occurred after confirmed delivery (e.g., package left unretrieved, exposed to heat, or stored improperly by the patient), Henry Meds may deny the request or require payment for reshipment.

4.4 Recalls

In the event of a manufacturer or pharmacy recall, Henry Meds will coordinate to provide the legally mandated remedy, which may include replacement or credit, at no cost to the patient.

5. Circumstances Not Eligible for Remedy

No refund, replacement, or credit will be provided if:

• The shipping address provided was inaccurate, incomplete, or outdated.

• The patient failed to accept delivery or retrieve the package following carrier delivery attempts.

• The package was left unattended after confirmed delivery and was subsequently lost, stolen, or damaged.

• The report of damage, defect, or excursion was submitted more than forty-eight (48) hours after delivery.

• The product was compromised due to mishandling, delayed retrieval, or improper storage after delivery was confirmed.

6. Reshipment Costs

• No-Cost Reshipment: One no-cost replacement will be provided if the error was attributable to Henry Meds.
  
  

• Chargeable Reshipment: If replacement is requested under any other circumstance—including but not limited to incorrect addresses, delayed retrieval, or patient-caused damage—Henry Meds reserves the right to charge for medication, shipping, and handling costs, unless state law requires otherwise.

In order to prevent misuse and ensure timely access for all patients, we may limit reshipments to no more than one within any 90-day period, and reserve the right to deny additional shipments beyond that limit

7. Subscription Fees

Subscription fees are billed under the terms accepted at enrollment and are generally non-refundable. If a billing error occurs, such as duplicate charging, Henry Meds will correct the error through a credit or adjustment. In rare and exceptional cases, Henry Meds may issue a discretionary refund, which does not establish any ongoing right.

7.1 Medical Discontinuation Exception

If a patient enrolled in a multi-month subscription is medically required to discontinue their therapy, Henry Meds may grant a prorated refund of prepaid subscription fees. Eligibility for this exception requires:

• Documentation from a licensed healthcare provider (MD, DO, NP, or PA) stating that continuation of their therapy is medically contraindicated; and
  
  

• Review and approval by Henry Meds’ own clinical team, which reserves the right to verify provider credentials, confirm authenticity of documentation, or request additional information.

Refunds under this section will be prorated to cover only the unused portion of the subscription period. Medication already dispensed remains ineligible for refund, return, or credit.

7.2 Medical Consultation Fee and Processing Costs

As part of its bundled billing structure, Henry Meds collects a medical consultation fee of $30.00 for each provider evaluation that results in a prescription. This fee compensates the licensed provider for reviewing patient health information and rendering a clinical judgment and is non-refundable once a prescription has been issued.

In addition, Henry Meds may deduct a reasonable processing fee from any refund issued under this Policy to cover administrative, payment platform, and transaction costs. This processing fee applies regardless of whether a prescription was issued. All refunds will therefore be net of both the consultation fee (if applicable) and any processing fee.

8. Discretionary Refunds

Henry Meds may, in its sole discretion, issue a refund or billing credit where replacement is not feasible, or where fairness strongly favors such action. Any discretionary refund applies only to the specific transaction in question and creates no binding obligation to grant similar relief in the future.

9. Compliance with Law

This Policy is subject to, and shall be interpreted in accordance with, applicable federal and state law. Where a state’s pharmacy practice act or consumer protection law mandates remedies beyond those described here, Henry Meds will comply.

10. Reporting Requirements

Requests for replacement, refund, or credit must be submitted through the patient’s Henry Meds account portal or by emailing Ask@henrymeds.com within the timeframes set forth in this Policy. Each request must include:

• patient’s full name and order number;

• description of the alleged defect, damage, or excursion;

• supporting documentation, which may include photographs, carrier notices, or patient testimony;

• cooperation with any reasonable requests during the investigation.

Failure to submit timely notice or provide adequate supporting evidence may result in denial of the request.

11. Exclusive Remedy and Limitation of Liability

Except where expressly required by law, the remedies described in this Policy constitute the sole and exclusive remedies available to patients. Henry Meds disclaims liability for any indirect, incidental, consequential, or punitive damages, including but not limited to lost profits, emotional distress, or secondary health impacts, arising from or related to the purchase, shipment, or handling of products.

12. Contact

Henry Meds – Customer Support
Adonis Health, Inc.
Email: Ask@henrymeds.com
Phone: (909) 787-2342