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Guppy Meds Refunds, Returns & Replacements Policy

1. Purpose, Scope, and Governing Authority

This Refunds, Returns & Replacements Policy (“Policy”) explains the circumstances under which Guppy Meds (“Guppy Meds,” “we,” “our,” or “us”) may provide a refund, approve a replacement shipment, or otherwise address issues involving products or services obtained through our platform.
This Policy applies to prescription medications, non-prescription products, subscription services, and related goods or services obtained through the Guppy Meds website, mobile applications, telehealth platform, or affiliated pharmacy partners (collectively, the “Services”).
This Policy is intended to operate in compliance with applicable federal, state, and local laws, including pharmacy regulations, consumer protection laws, and shipping requirements. If any provision of this Policy conflicts with applicable law, the law will control.

2. Definitions

For purposes of this Policy, the following definitions apply:
“Final Sale” means a product that, once dispensed and shipped, cannot be returned, refunded, reused, or resold except where required by law or expressly stated in this Policy.
“Replacement” means a newly dispensed shipment of the same medication or a substantially equivalent product sent to resolve a verified dispensing error, transit issue, or confirmed product compromise.
“Temperature Excursion” means exposure of a medication or product to temperatures outside the manufacturer’s or dispensing pharmacy’s approved storage range before confirmed delivery.
“Chain of Custody” means the transfer of responsibility for a shipment from the dispensing pharmacy to the carrier, and then from the carrier to the recipient at the delivery address provided by the patient. Once delivery is confirmed by the carrier, responsibility transfers to the patient.
“Discretionary Refund” means a refund or account credit issued voluntarily by Guppy Meds in an exceptional case, without creating a continuing obligation to do so in future situations.

3. General Rule: Prescription Medications Are Final Sale

All prescription medications dispensed through licensed pharmacy partners are final sale once shipped. Because of legal and safety requirements, prescription medications generally may not be returned, reused, or resold.
Except where expressly stated in this Policy or required by applicable law, refunds, returns, and credits are not available for prescription products.

4. Circumstances That May Be Eligible for a Remedy

4.1 Pharmacy or Dispensing Error

If a prescription is dispensed incorrectly, including the wrong medication, wrong strength, wrong formulation, or an incorrect quantity compared to the valid prescription order, Guppy Meds will work with the dispensing pharmacy to arrange an appropriate remedy, which may include a no-cost replacement where permitted or required by law.
This remedy applies only to verified dispensing errors. It does not apply to:

  • prescribing decisions made by the provider;

  • patient ordering mistakes;

  • loss of medication after delivery;

  • misuse or mishandling of medication;

  • issues outside the pharmacy’s control; or

  • cases where more medication than ordered was dispensed.

Patients may not return dispensed medications. However, Guppy Meds may require photos, lot information, packaging details, or written confirmation before approving a replacement.

4.2 Damaged Shipments

If a shipment arrives visibly damaged, you must notify Guppy Meds within 48 hours of confirmed delivery. We may require photographic or written documentation of the damage.
If the damage is verified, Guppy Meds may arrange for a replacement.

4.3 Temperature Excursions

Some medications may require temperature-controlled packaging. Guppy Meds works with pharmacy partners that use packaging intended to maintain required storage conditions during the standard shipping window. Certain shipments may also include temperature-monitoring tools.
If you believe a shipment may have been exposed to improper temperatures, you must report the concern within 48 hours of confirmed delivery. Guppy Meds may investigate by reviewing:

  • packaging specifications and validation information;

  • carrier tracking and transit data;

  • delivery timing and confirmation records;

  • temperature-monitoring data, if available; and

  • photographs or other information submitted by the patient.

If the investigation reasonably shows that the product was likely compromised before confirmed delivery, Guppy Meds may provide a replacement at no cost, except where law permits otherwise.
If the investigation indicates that the shipment remained within acceptable conditions through delivery, or that the issue occurred after confirmed delivery, including delayed retrieval, heat exposure, or improper storage by the patient, Guppy Meds may deny the request or require payment for reshipment.

4.4 Recalls

If a manufacturer, pharmacy, or regulatory authority issues a recall affecting a product dispensed through our Services, Guppy Meds will coordinate the legally required remedy, which may include replacement, refund, credit, or other corrective action.

12. Contact

If you have questions about this Policy or need to submit a request under it, please contact:
Guppy Meds
Email: admin@guppymeds.com

11. Exclusive Remedy and Limitation of Liability

To the fullest extent permitted by law, the remedies described in this Policy are the sole and exclusive remedies available for issues involving refunds, returns, replacements, and shipment-related claims.
Except where prohibited by law, Guppy Meds is not liable for indirect, incidental, special, consequential, or punitive damages arising out of or relating to any product, shipment, delay, or service issue, including alleged lost opportunities, emotional distress, or secondary impacts.
Nothing in this Policy limits any rights that cannot be waived under applicable law.

10. Reporting Requirements

Requests for a replacement, refund, or credit must be submitted through the patient account portal or by email within the timeframes stated in this Policy.
Requests should include, as applicable:

  • the patient’s full name;

  • order number or identifying order details;

  • a description of the issue;

  • supporting evidence, such as photographs, tracking information, or other documentation; and

  • cooperation with any reasonable follow-up requests during the review process.

Failure to provide timely notice or reasonably requested supporting documentation may result in denial of the request.
Requests may be submitted to:
admin@guppymeds.com

5. Circumstances Not Eligible for Refund, Replacement, or Credit

A refund, replacement, or credit will generally not be provided in the following circumstances:

  • the shipping address provided by the patient was inaccurate, incomplete, or outdated;

  • the patient failed to receive or retrieve the shipment after delivery attempts;

  • the package was lost, stolen, or damaged after confirmed delivery;

  • the issue was reported more than 48 hours after confirmed delivery;

  • the product was compromised because of delayed retrieval, improper storage, or mishandling after delivery; or

  • the request concerns dissatisfaction unrelated to a verified defect, dispensing error, or legally required remedy.

6. Reshipment Costs

No-Cost Reshipment
One replacement shipment may be provided at no cost when the issue is verified and attributable to Guppy Meds or the dispensing pharmacy, subject to applicable law.
Chargeable Reshipment
If a replacement is requested under other circumstances, including incorrect address submission, delayed retrieval, or damage caused after delivery, Guppy Meds may require payment for the replacement product, shipping, and handling costs unless prohibited by law.
To prevent misuse and to support timely service for all patients, Guppy Meds may limit replacement shipments to one replacement within any 90-day period and may deny additional requests beyond that limit where legally permitted.

7. Subscription Fees

Subscription fees are billed according to the terms accepted at the time of enrollment and are generally non-refundable.
If a billing error occurs, such as an accidental duplicate charge, Guppy Meds will review the issue and, where appropriate, provide a correction, adjustment, or account credit.
In limited and exceptional cases, Guppy Meds may issue a discretionary refund, but such action does not create a continuing right to future refunds.
7.1 Medical Discontinuation Exception
If a patient enrolled in a multi-month subscription must discontinue treatment for a documented medical reason, Guppy Meds may consider a prorated refund of prepaid subscription fees for the unused portion of the subscription term.
To qualify, the patient must provide:

  • documentation from a licensed healthcare provider stating that continued therapy is medically inappropriate or contraindicated; and

  • any additional information reasonably requested for review.

Any such request remains subject to review and approval by Guppy Meds’ clinical or administrative team.
Medication already dispensed remains ineligible for refund, return, or credit.
7.2 Consultation Fees and Processing Costs
As part of its service structure, Guppy Meds may charge a consultation or clinical review fee when a provider evaluates a patient and renders a clinical decision. Once that evaluation has occurred, the consultation-related fee is generally non-refundable.
Guppy Meds may also deduct a reasonable processing fee from any approved refund to account for transaction costs, administrative handling, or payment platform charges, where permitted by law.
Any approved refund may therefore be reduced by applicable non-refundable fees and processing costs.

8. Discretionary Refunds

In limited circumstances, Guppy Meds may, in its sole discretion, issue a refund or account credit when replacement is not practical or when fairness reasonably supports that outcome.
Any discretionary refund applies only to the specific situation at issue and does not establish a precedent or continuing obligation.

9. Compliance with Law

This Policy is subject to all applicable federal and state laws. Where a state pharmacy law, consumer protection law, or other legal requirement provides greater rights or remedies than those described here, Guppy Meds will comply with the applicable law.

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