Returns & Refund Policy

Protocol MD provides physician-prescribed, compounded medications. Because these are personalized prescription products, our return and refund policy follows pharmacy law and patient-safety rules. Please read it before you order.

Prescription medications cannot be returned

For your safety and as required by law, prescription and compounded medications cannot be returned, exchanged, or resold once they have shipped, even if unopened. This is standard for every licensed pharmacy.

What your payment covers

When you check out, we place a hold on your card. You’re only charged after a licensed physician reviews your case and approves treatment. If they don’t approve it, the hold is released and you’re never charged. That charge covers the review of your medical intake by a US-licensed physician and, if the physician prescribes, your medication and its fulfillment. There is no separate consultation fee.

Completing your medical intake is a required step. A physician cannot review your request until you have finished it, and we will email you a link to complete it after checkout.

If a physician reviews your intake and does not prescribe

If you complete your intake, a physician reviews it, and they decide treatment is not appropriate for you, you receive a full refund. You are never charged for medication you were not prescribed.

If you never complete your medical intake

If you never complete your medical intake, nothing is charged. The hold on your card is released and your order closes. You can start again whenever you’re ready.

Your intake link stays valid for a limited time and we send reminders before it expires. If you have missed the window or need it reissued, contact us at care@protocolmd.com and we will help you complete it.

Canceling before your order ships

If you have been charged but your order has not yet been compounded or shipped, contact us and we will cancel it for a full refund. Once your prescription has been sent to the pharmacy and compounding has begun, we may not be able to cancel or refund it.

Damaged, defective, or incorrect orders

If your order arrives damaged (for example, compromised cold-chain packaging), defective, or incorrect, contact us within 7 days of delivery with a photo of the packaging and product. We will arrange a free replacement or a refund.

How to request a refund or report a problem

Email care@protocolmd.com or call (914) 222-2990 with your order number. We respond within 2 business days.

How refunds are processed

Approved refunds are issued to your original payment method within 5 to 10 business days of approval. This policy does not offer refunds based on treatment results — outcomes vary by person and we make no efficacy guarantees. Refunds cover billing, fulfillment, and product issues only.