Return policy

This policy explains how returns, refunds, and order issues are handled for purchases made through HeltX. Applicable laws and your prescription or treatment status may affect what can be returned; sections below summarize our standard process.

Many items we coordinate are compounded or dispensed as prescriptions. Once dispensed or shipped by the pharmacy, regulators and pharmacy boards often prohibit return to stock for resale. In those cases, we cannot accept physical returns but may still offer resolution for qualifying errors described below.

If your shipment arrives damaged, incomplete, or not matching what was authorized under your protocol, contact us promptly with photos and your order reference. We will work with you and the dispensing pharmacy to determine replacement, correction, or other appropriate resolution.

Membership, consultation, or platform fees are governed by the terms presented at signup and any applicable state billing rules. If you believe you were charged in error, contact billing support with your account email and charge date so we can review.

For return or refund requests, email the address shown on your receipt or account settings, include your full name and order or member ID. We aim to acknowledge messages within two business days.