How refunds, cancellations, and replacements work.

This Refund & Return Policy (“Policy”) applies to all purchases made through Pephaus LLC (“PepHaus,” “we,” “our,” or “us”). It is incorporated into our Terms of Service. Capitalized terms not defined here have the meaning given in the Terms.

Summary. What You Need to Know.

• Before a medication ships, you can cancel and receive a full refund.
• Once a medication ships, it cannot be returned. Federal and state law, sanitary requirements, and pharmacy safety standards prohibit reusing or resellable prescription medication once it has left the pharmacy.
• If your provider declines your intake, you receive a full refund of any consultation fee and of any pre-paid first month.
• Damaged, defective, or lost shipments are replaced or refunded, subject to the procedures below.
• Subscriptions can be cancelled or paused at any time from your account dashboard. Cancellation applies to future cycles; the current cycle is not refunded unless required by law.

1. Why Prescription Medications Are Generally Non-Returnable

Prescription medications, including compounded medications such as compounded tirzepatide, cannot be returned once they have shipped from the pharmacy. This restriction exists because:

• Returned medications cannot be verified for temperature integrity, sterility, or tampering after leaving the pharmacy’s chain of custody;
• Federal and state pharmacy regulations prohibit the re-dispensing of returned prescription products;
• Returning a prescribed medication could expose another patient to unknown risks.

Accordingly, all sales of prescription medications through the Services are final once shipped, subject to the exceptions in this Policy.

2. Cancelling an Order Before It Ships

You may cancel any order that has not yet shipped from the pharmacy for a full refund to your original payment method. To cancel:

• Log in to your PepHaus account and cancel the order from your order-history page, or
• Email hello@thepephaus.com with your order number.

Approved refunds are issued to your original payment method within 5 to 10 business days.

3. Clinical Ineligibility. Full Refund.

If a licensed provider reviews your intake and declines to prescribe the requested medication for any clinical reason (including but not limited to contraindications, missing medical information that cannot be verified, or the provider’s professional judgment that the medication is not appropriate for you):

• Any consultation fee is refunded in full.
• Any pre-paid first month of a subscription is refunded in full.
• The subscription is cancelled automatically and no further charges occur.

4. Damaged or Defective Products

If a medication arrives visibly damaged, leaking, with compromised temperature indicators, or otherwise defective:

• Report the issue within 7 days of the delivery date by emailing hello@thepephaus.com with your order number, a description of the issue, and photos of the packaging and product;
• We will arrange for a replacement shipment at no cost to you, or, at your election, a full refund to your original payment method.

Please do not discard the affected product or its packaging until our team has completed the review. We may request additional documentation.

5. Lost or Stolen Shipments

For shipments marked delivered but not received, or shipments that do not arrive within a reasonable time after the carrier’s estimated delivery date:

• Report the issue within 30 days of the ship date by emailing hello@thepephaus.com;
• We will open a claim with the carrier, which typically takes 7-10 business days;
• Once the claim is resolved, we will issue a replacement shipment or, at your election, a refund to your original payment method.

6. Subscription Cancellations and Pauses

You may cancel or pause your subscription at any time:

• From your account dashboard; or
• By emailing hello@thepephaus.com with your name and order number.

Cancellation is effective at the end of the current billing cycle, and you will not be charged for any future cycles. The amount paid for the current cycle is not refunded, unless (a) required by applicable law, (b) a medication for the current cycle has not yet shipped (in which case Section 2 applies), or (c) you qualify under another section of this Policy. Pausing suspends future charges and shipments until you resume.

Where required by state law (including California’s Automatic Renewal Law), we provide renewal-reminder notices and advance notice of price changes before your next billing cycle.

7. Non-Returnable Items

The following items are non-returnable under any circumstance:

• Prescription medications that have shipped from the pharmacy;
• Medical supplies (including needles, syringes, and injection pens) that have been opened, unsealed, or removed from their tamper- evident packaging;
• Products returned without prior authorization from PepHaus support.

8. How to Request a Refund or Replacement

Email hello@thepephaus.com with:

• Your full name and email address on the account;
• Your order number;
• A description of the issue;
• Photos or documentation where relevant (damage, packaging, carrier notice).

A member of our care team will respond within 5 business days. Once approved, refunds are issued to the original payment method within 5 to 10 business days. Replacement shipments are processed the next business day after approval, subject to pharmacy fulfillment and courier availability.

9. Chargebacks

Please contact PepHaus before disputing a charge with your payment card issuer. Most concerns can be resolved directly and more quickly through our support team. Chargebacks filed without contacting us first may result in account suspension and collection of amounts owed.

10. Governing Law

This Policy is governed by the laws of the State of Wyoming and is subject to the dispute-resolution, arbitration, and class-waiver provisions set forth in our Terms of Service.

11. Changes to This Policy

We may update this Policy from time to time. We will post the revised Policy on the Site with an updated effective date. Your continued use of the Services after the effective date of any revision constitutes your acceptance of the revised Policy.

12. Contact