Refund Policy

1. Digital Consultation Services

Consultation fees are non-refundable once a clinician has begun reviewing your case. If your consultation has not yet been assigned to a clinician, you may request a full refund. Consultations that result in no prescription or treatment plan are still considered rendered services and are not eligible for refund.

2. Prescription Products

Prescription products may be returned within 14 days of delivery under the following conditions:

• The product must be in its original, sealed packaging and unopened
• A 15% restocking fee will be deducted from the refund amount
• Return shipping costs are the responsibility of the patient
• Products that have been opened, used, or have broken seals cannot be returned for hygiene and safety reasons
• Temperature-sensitive medications cannot be returned once delivered

3. Subscription Plans

You may cancel your subscription at any time through your patient portal or by contacting our support team. Upon cancellation, you will receive a prorated refund for the remaining unused days of your current billing period. Cancellations take effect immediately, and you will retain access to your treatment history and records.

4. OTC Products

Over-the-counter (OTC) skincare products purchased through VitalNoor may be returned within 7 days of delivery, provided the products are unopened and in their original packaging. A full refund minus return shipping costs will be issued. Opened or used OTC products are not eligible for return.

5. How to Request a Refund

To request a refund, you may use either of the following methods:

• Email our support team at [email protected] with your order number and reason for the refund request
• Submit a refund request through the "My Orders" section of your patient portal
• Include your full name, order number, and a brief description of the reason for your request

6. Exceptions

The following items are non-refundable under all circumstances:

• Custom compounded prescriptions prepared specifically for your treatment plan
• Lab test kits once the sealed kit has been opened or the sample has been collected
• Digital health assessments and questionnaire reviews that have been completed
• Personalised treatment plans that have already been delivered to the patient

7. Processing Time

Approved refunds are processed within 7 to 10 business days. The refund will be returned to the original payment method used at the time of purchase. You will receive an email confirmation once the refund has been processed. Please note that your bank or payment provider may take additional time to reflect the refund in your account.

8. Contact

For questions about our refund policy, please contact us at [email protected].