Return & Refund Policy

Refunds for prescription medication are only granted under specific circumstances:

• The prescription is declined by the physician: A full refund for the medication will be issued.
• The order is cancelled by the customer prior to medical approval: A full refund will be issued.
• The order is cancelled by our support team prior to medical approval: A full refund will be issued.

Refunds will not be issued in the following cases:

• The prescription has been approved and the medication has been shipped.
• False, incomplete, or misleading information has been submitted (e.g. invalid identification or incorrect medical responses).

If a customer fails to respond to medical questions or required documentation within the given timeframe, the order will be automatically cancelled. In such cases, consultation or processing fees are non-refundable. If the product has not yet been dispatched, any payments related to the product and shipping will be refunded.

Returned RX packages:

In the event that a prescription package is returned to the pharmacy due to non-collection, incorrect address, or customer refusal, and no response is received within 17 days, the package will be destroyed. Refunds are not issued in such cases.

Returns for OTC products, nutritional items, and non-prescription goods are accepted under the following conditions:

• The product is unopened, unused, and in its original packaging.
• The return is initiated and approved within 14 days of delivery.
• Prior approval is obtained from our customer support team.

Refunds will not be granted for:

• Opened, damaged, or partially used products.
• Returns submitted without prior approval.
• Returns requested after the 14-day window.

If an unopened and complete OTC package is returned (e.g. due to non-collection), and no response is received from the customer within 14 days, the order will be cancelled, and a refund will be issued minus the original shipping costs.

• Shipping costs are non-refundable once the order has been dispatched.
• In the event of a reshipment due to customer request, the new shipping cost is borne by the customer.

• Medical questionnaire (online intake): The consultation fee will be refunded only if the doctor does not issue a prescription.
• Video consultations:
  • Refunds are granted if cancellation occurs more than 24 hours before the scheduled appointment.
  • No refunds are issued for cancellations within 24 hours of the appointment.
  • No refunds are issued for no-shows, including arrivals more than five minutes late.
  • Only the first appointment rescheduling is permitted free of charge. Any subsequent rescheduling is treated as a cancellation, and the consultation fee will not be refunded.

If the doctor modifies the treatment plan resulting in a price adjustment:

• If the revised amount is lower, the customer will receive a refund for the difference.
• If the revised amount is higher, the customer must pay the additional amount. Failure to complete the payment within six (6) days will result in automatic cancellation. In such cases, only the paid amount (if any) will be refunded.

To initiate a return or refund request, please contact our customer service team at support@transtoyou.com with your order number and a clear explanation of the request. Refunds are only processed after the package has been received by the designated logistics partner and the return has been approved.

Approved refunds will be processed within 5 to 10 business days, depending on the payment method and provider.

For payments made via AfterPay or other deferred payment providers:

• Refunds are processed directly through the same provider.
• If the order is cancelled before medical approval or declined by the physician, the payment request will be cancelled or refunded by the provider.

• Eligibility for a refund depends on the medical status, shipping status, and the timing of the cancellation or communication from the customer.
• Packages that are destroyed due to non-response or regulatory requirements cannot be refunded.
• Abuse of our refund or return process may result in denial of future services.

For further information, please consult our Terms & Conditions or contact our support team directly.