REFUND AND RETURN POLICY

Last updated: January 2026

This Shipping and Refund Policy explains how refunds, cancellations, and shipping-related matters are handled for products and services accessed through the Ilsa Health platform. Please review this policy carefully before completing a purchase.

General Refund Policy

All purchases made through the Ilsa Health platform are subject to the terms outlined below. Refund eligibility depends on the type of service or product purchased, the stage of fulfillment, and applicable regulatory requirements.

Except where required by law or expressly stated otherwise in this policy:

  • All fees are non-refundable once services have been rendered
  • Prescription medications are subject to special regulatory rules
  • Shipping timelines and delivery outcomes are not guaranteed

Subscription Services and Digital Access

Subscription fees cover access to platform services, administrative support, and coordination of care.

  • Subscription fees are non-refundable once the subscription period has begun
  • Cancellation prevents future billing only and does not retroactively refund prior charges
  • If a licensed healthcare provider determines that you are not eligible before any services are rendered, a refund may be issued at Ilsa Health’s discretion

Prescription Medications

Prescription medications are dispensed and shipped by independent, state-licensed pharmacies pursuant to a valid prescription issued by a licensed healthcare provider.

Because medications are prepared specifically for each patient and are subject to federal and state safety regulations, the following rules apply.

Medication Refunds Before Shipment

A refund may be available if:

  • A provider determines you are not eligible before the pharmacy begins preparation
  • The prescription is cancelled prior to fulfillment
  • A processing or administrative error occurs before shipment

Refund eligibility is determined based on whether the pharmacy has already incurred preparation, handling, or compounding costs.

Medication Refunds After Shipment

Once a medication has been prepared and shipped by the pharmacy:

  • The medication is non-refundable
  • The medication cannot be returned or exchanged
  • This applies even if the package is unopened or unused

This policy is required to protect patient safety and comply with pharmacy regulations.

Pharmacy Selection and State-Specific Fulfillment

The pharmacy responsible for dispensing and shipping your medication is determined based on:

  • Your state of residence
  • The specific medication prescribed
  • Dosage form, sterility requirements, and clinical appropriateness
  • Applicable federal and state pharmacy laws

As a result, medications may be fulfilled by different licensed pharmacies depending on these factors. This ensures legal compliance, quality control, and appropriate handling for each prescription.

Shipping and Delivery

Medications are shipped directly by the dispensing pharmacy using third-party shipping carriers.

  • Shipping timelines are estimates and may vary
  • Once a package is handed to the carrier, delivery responsibility transfers to the carrier
  • Ilsa Health does not control carrier operations or delivery conditions

Lost, Delayed, or Damaged Shipments

If a shipment is lost, significantly delayed, or damaged in transit:

  • The pharmacy and/or carrier will initiate an investigation
  • Replacement decisions are made by the pharmacy based on carrier findings
  • Refunds for shipped medications are generally not issued
  • A replacement may be approved where permitted and appropriate

Ilsa Health may assist with coordination but does not guarantee outcomes.

Incorrect Address or Failed Delivery

Refunds or replacements are not available when delivery issues result from:

  • Incorrect or incomplete shipping information provided by the patient
  • Failure to retrieve a delivered package
  • Packages marked as delivered by the carrier

Please verify your shipping information carefully at checkout.

Temperature-Sensitive Medications

Certain medications require temperature-controlled shipping.

  • These medications are non-refundable once shipped
  • Carrier delays do not automatically qualify for refunds
  • Pharmacies follow appropriate packaging standards, but environmental risks may still occur

Ilsa Health’s Role

Ilsa Health supports coordination between patients, providers, pharmacies, and shipping carriers. Ilsa Health does not:

  • Dispense or ship medications
  • Control delivery carriers
  • Guarantee delivery timing or outcomes

Refunds and replacements for medications are governed by pharmacy policies and applicable law.

Refunds Required by Law

Nothing in this policy limits any rights that may apply under federal or state law. Refunds required by law will be honored.

How to Contact Us

For questions regarding refunds or shipping issues, please contact:

Email: help@ilsahealth.com

Please include your name, order details, and tracking information when available.

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