Payment, refunds and shipping

Before payment

The order summary shows the total cost and what it covers: the Telehealth Consultation Fee paid to an independent licensed clinician ($20 for a visit, free with a hair-loss plan), our service fee, and any medication and shipping charges. For a hair-loss plan it also shows how often the plan renews and at what price. Paying for a visit does not mean treatment has been approved. Your card statement descriptor is Balmve RX.

If you can't be treated

If our questions show we can't treat you, before a clinician looks at your case, you get your full payment back.

If a clinician looks at your case and says no, and you don't want a different option, we refund your full payment for a hair-loss plan, and the plan is cancelled so it does not renew. For any other visit, we refund everything except the $20 Telehealth Consultation Fee, which paid for their review. Orders placed before October 24, 2026 keep the full refund promised when they were placed.

You do not have to accept alternative treatment instead of a refund. Any alternative needs your agreement to its price and the appropriate clinical approval.

Cancelling an order

Email support@balmve.com with your order number. If we receive your request before the pharmacy begins preparing your medication, we cancel the order and refund it in full.

Once preparation begins, a change-of-mind cancellation or refund is not guaranteed. We check the order status with the pharmacy and explain what can still be stopped. After dispatch, medication orders are not refundable merely because you change your mind. This does not remove remedies for incorrect, damaged, defective or undelivered orders, or rights required by law.

Future renewals

If you choose a recurring plan, its price and billing interval are shown before you agree. Contact support before the next scheduled charge to stop future renewals. We confirm cancellation. An order already in preparation is handled under the cancellation rules above. A refill remains subject to clinical approval.

If we cannot supply your order

We refund the full amount paid for an unfulfilled order unless you expressly agree to wait or accept an alternative. We do not change a prescription without your agreement and the appropriate clinical and pharmacy process.

Refund timing

We issue approved refunds within 24 to 72 hours of approval, normally to the original payment method, and send confirmation. Your bank or payment provider may take longer to display the credit. The 24 to 72-hour window covers issuing the refund, not bank settlement.

Processing and delivery

After your clinician prescribes and we approve the order, the pharmacy usually prepares it in a few business days and then ships it. Clinical review, missing information, prescription clarification, stock, holidays and carrier delays can affect the total time.

Refrigerated medication is shipped overnight after pharmacy processing. This does not mean next-day delivery after checkout. Follow the storage instructions and beyond-use date on your own medication label, including any separate instructions after opening.

Problems with a delivery

Contact support@balmve.com promptly if an order is missing, incorrect, damaged or may have been stored at an unsuitable temperature. Keep the packaging. Do not use medication that appears compromised until the dispensing pharmacy advises you. We work with the pharmacy to arrange the appropriate correction, replacement or refund.

Do not return prescription medication without instructions from the dispensing pharmacy. A change-of-mind return is not available for dispensed medication. Your legal rights remain unaffected.