Returns & Refund Policy

ProtocolMD 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.

You are only charged if a physician prescribes

ProtocolMD is payment-first but conditional. Your card is authorized at checkout and only charged after a US-licensed physician reviews your intake and prescribes. If the physician decides treatment is not appropriate for you, the authorization is released and you are not charged. There is no consultation fee.

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.