Refund Policy

Wellness Program Refund Eligibility

Refund eligibility depends on the stage of service at the time of your request:

• Before intake submission: Full refund available upon request.
• After intake submission but before provider evaluation: A partial refund may be issued, minus any administrative, coordination, or processing fees already incurred.
• If a licensed provider determines treatment is not medically appropriate: The order may be eligible for a full refund, even if the provider evaluation has already occurred. Patient safety and appropriate medical care remain our highest priority.
• After provider evaluation has been completed and treatment is approved: Refund eligibility becomes limited once prescription coordination and pharmacy fulfillment begin.
• After a prescription has been issued or medication dispensed: No refund is available. Prescription medications and compounded formulations are non-returnable once dispensed by the pharmacy.

Non-Returnable Medications

Due to health and safety laws, prescription medications cannot be returned or resold once shipped. All compounded prescriptions are final sale once they leave the licensed pharmacy. This ensures the integrity of every product and compliance with FDA and pharmacy regulations. Compounded medications are prepared specifically for each patient following provider review and cannot be restocked or reused once dispensed.

Program Cancellations

You may request a cancellation before care coordination services have begun or before your intake has been submitted for provider review. Once a provider evaluation has been scheduled or completed, or a prescription has been issued, we are unable to cancel or refund the program.

If you need assistance with a pending enrollment, please contact us immediately so we can review the status and determine if cancellation is still possible.

Temperature & Product Concerns

Medications fulfilled as part of our wellness programs are shipped in insulated packaging with ice packs to help maintain temperature stability during transit. However, compounded formulations are designed to remain stable within normal shipping conditions and may arrive with melted ice packs without impacting safety or effectiveness.

If your package arrives warm to the touch, this does not indicate that the medication is unsafe or ineffective when delivered within standard transit timeframes.

If you have concerns about the condition of your shipment, please contact us promptly so we can review your order in coordination with the pharmacy.

Refunds are not issued solely because ice packs arrive thawed or a shipment feels warm during normal transit conditions. Refunds cannot be issued based on temperature concerns unless the product has been physically damaged or compromised during delivery.

Damaged or Incorrect Orders

If you receive a damaged or incorrect shipment, please notify us within 48 hours of delivery with your name, order number, and photos of the issue.

We will work with our pharmacy partner to promptly replace or correct the shipment at no additional cost to you.

Chargebacks and Disputes

We encourage customers to contact us directly with any concerns before initiating a chargeback with their bank. Our team can resolve most issues quickly and professionally.

Submitting a chargeback for a delivered wellness program — including completed provider evaluations and verified prescription fulfillment — may result in delayed resolution, as proof of service delivery, medical review, and product stability will be provided to your payment processor during the dispute review.

Contact Us

If you have any questions regarding your wellness program, shipment, storage, or product quality, please reach out to us at info@primma.beauty or call us at (949) 520-1771.

Our support team and licensed pharmacy partners are here to ensure your experience with Primma Wellness is safe, transparent, and supported from start to finish.