1. Scope of this policy

This Refund and Return Policy applies to eligible purchases made through websites, account portals, ordering tools, checkout systems, and other services operated by Clinic Protocols LLC under the Orders.Clinic name.

In this policy, “Orders.Clinic,” “Clinic Protocols,” “we,” “us,” and “our” refer to Clinic Protocols LLC and, where applicable, authorized service providers acting on its behalf.

“Fulfillment provider” may include a pharmacy, laboratory, manufacturer, supplier, distributor, warehouse, medical practice, practitioner, logistics provider, or another organization involved in reviewing, preparing, dispensing, fulfilling, or shipping an order.

Different products and services may be supplied by different independent providers. A product-specific, service-specific, practitioner-specific, pharmacy-specific, laboratory-specific, or fulfillment-provider policy may also apply.

If a more specific policy was clearly disclosed before purchase, that policy will control to the extent of any conflict, except where prohibited by applicable law.

2. Role of Orders.Clinic

Orders.Clinic provides technology, administrative, account-management, communication, ordering, payment, and transaction-support tools that may connect patients, customers, practitioners, medical practices, pharmacies, laboratories, manufacturers, suppliers, distributors, and fulfillment providers.

Depending on the transaction, Clinic Protocols LLC may collect payment on behalf of an independent seller or provider. The applicable practitioner, practice, pharmacy, laboratory, manufacturer, supplier, or fulfillment provider may remain responsible for the underlying product or professional service.

Orders.Clinic may coordinate a refund or return request but may need to obtain information, authorization, or funds from another provider before completing the request.

3. General refund eligibility

A transaction may qualify for a refund, replacement, account credit, or other remedy when:

• An eligible unopened retail product is returned in accordance with this policy.
• The customer received an incorrect product.
• An item was missing from the shipment.
• A product arrived damaged, leaking, contaminated, opened, or otherwise compromised.
• An order was cancelled before it entered a noncancellable stage of processing.
• An ordered product became unavailable and no approved substitute was accepted.
• The applicable seller could not ship the merchandise within the required or agreed period.
• A duplicate or incorrect charge was processed.
• A paid service was not performed.
• Applicable law otherwise requires a refund or remedy.

Eligibility depends on the type of product or service, the stage of processing, the reason for the request, the condition of the product, applicable health and safety restrictions, and the terms disclosed at purchase.

4. Eligible unopened retail products

An ordinary nonprescription retail product may be eligible for return when all of the following conditions are satisfied:

• The return request is submitted within 30 calendar days after confirmed delivery.
• The product is unopened, unused, unaltered, and in its original condition.
• All safety seals, tamper-evident seals, protective packaging, and labels remain intact.
• The product remains in its original packaging.
• The product is not expired or near expiration because of delay by the customer.
• The product was not marked final sale or otherwise identified as nonreturnable.
• The product is not excluded under another section of this policy.
• The customer obtains any required return authorization before sending the product.

Returned products are subject to inspection. Acceptance of a return shipment does not guarantee approval of a refund.

5. Nonreturnable products

For health, safety, quality, regulatory, professional, and product-integrity reasons, the following products are generally not eligible for return or refund after they enter fulfillment or leave the controlled possession of the applicable provider:

• Prescription medications.
• Compounded medications or compounded preparations.
• Products dispensed specifically for an individual patient.
• Customized, personalized, or made-to-order products.
• Temperature-sensitive or refrigerated products.
• Perishable products.
• Opened or used products.
• Products with broken, removed, or compromised safety seals.
• Products that cannot be verified as having been stored under appropriate conditions.
• Laboratory collection kits that have been opened, activated, registered, used, or associated with a submitted specimen.
• Products containing biological material or intended for biological-specimen collection.
• Digital products, downloadable materials, or electronically delivered records after access or delivery.
• Gift cards, promotional credits, or account credits.
• Clearance, closeout, or final-sale products.
• Products returned without authorization.
• Products prohibited from return by applicable law or provider policy.

A nonreturnable product may still qualify for review when it was damaged, defective, incorrect, compromised before delivery, or otherwise affected by an error attributable to the seller or fulfillment provider.

6. Prescription and compounded products

Prescription and compounded products are prepared, dispensed, or allocated based on an individual patient, practitioner order, treatment decision, or prescription.

Once a prescription or compounded order has been accepted for processing, prepared, compounded, dispensed, labeled, allocated, or transferred for shipment, it is generally final and nonrefundable.

A prescription product is not eligible for refund merely because:

• The patient changes their mind.
• The patient no longer wants the treatment.
• The patient does not follow the prescribed treatment plan.
• The patient obtains the same or a similar product elsewhere.
• The patient fails to complete required monitoring or follow-up.
• The patient experiences an expected effect, lack of desired result, or change in treatment plan.
• The patient did not review the disclosed cost before authorizing the order.

A prescription or compounded-product complaint involving damage, contamination, labeling, product identity, shipping conditions, or a suspected dispensing error will be reviewed by the applicable pharmacy or provider.

Do not use a product that you reasonably believe is incorrect, damaged, contaminated, altered, compromised, or unsafe.

7. Practitioner consultations and clinical-review fees

Fees for practitioner consultations, medical evaluations, chart reviews, asynchronous reviews, treatment-plan reviews, eligibility determinations, prescription reviews, or other professional services are generally nonrefundable after the practitioner has performed or substantially begun the service.

Payment for a consultation or clinical review does not guarantee:

• Approval for a requested treatment.
• A prescription.
• A refill.
• A laboratory order.
• A particular diagnosis.
• A specific medical recommendation.
• A particular outcome.

A practitioner may complete a professional review and determine that a requested product or treatment is not medically appropriate. Unless otherwise disclosed or required by law, that clinical determination does not by itself make the professional-service fee refundable.

If a scheduled consultation is cancelled before the disclosed cancellation deadline, the applicable practice’s cancellation policy will determine whether the fee is refundable or transferable.

8. Laboratory tests and collection kits

Laboratory charges may include a collection kit, laboratory processing, specimen handling, phlebotomy, professional interpretation, shipping, administrative services, or other components.

A laboratory order or collection kit may become nonrefundable after:

• The laboratory order has been submitted.
• A requisition has been generated or processed.
• The collection kit has been activated, registered, opened, or used.
• A collection appointment has occurred.
• A specimen has been collected, shipped, received, accessioned, or processed.
• Laboratory analysis has begun.

No refund is guaranteed when a specimen cannot be analyzed because of insufficient quantity, improper collection, delayed submission, contamination, failure to follow instructions, or another issue outside the laboratory’s reasonable control.

If recollection is clinically or technically appropriate, the applicable laboratory may provide a replacement kit or recollection opportunity instead of a refund.

9. Damaged, defective, or compromised products

A product that arrives damaged, leaking, broken, opened, tampered with, contaminated, improperly sealed, or otherwise compromised should be reported within seven calendar days after delivery.

When the product is temperature-sensitive, perishable, prescription, compounded, or medically necessary, report the issue as soon as reasonably possible after discovery.

Do not use or discard the affected product unless instructed to do so or unless immediate disposal is reasonably necessary for safety.

To evaluate the claim, we or the applicable provider may request:

• The order number.
• The product name and quantity.
• A description of the problem.
• Photographs of the shipping carton.
• Photographs of the shipping label.
• Photographs of the product and internal packaging.
• Lot, batch, serial, or expiration information.
• The delivery date and time.
• Information concerning storage after delivery.
• Return of the product for inspection where appropriate.

Depending on the findings, the remedy may include replacement, reshipment, account credit, partial refund, full refund, provider investigation, manufacturer investigation, or another appropriate resolution.

10. Incorrect or missing items

An incorrect or missing item should be reported within seven calendar days after delivery.

Before submitting a claim, review the order confirmation, packing slip, tracking information, shipment notices, and all packing materials. Some orders may be divided into multiple shipments.

Do not open or use an incorrect product.

We or the applicable provider may require photographs, packaging information, lot information, or return of an incorrect product before issuing a replacement or refund.

When the claim is verified, the available resolution may include shipment of the correct product, replacement of the missing item, cancellation of the affected item, account credit, or refund.

11. Lost or undelivered packages

If tracking shows that a shipment is delayed, lost, or not delivered, contact support so that a carrier or fulfillment investigation may be initiated.

A replacement or refund may be delayed until the carrier or fulfillment provider completes a reasonable investigation.

You agree to cooperate with the investigation by confirming the shipping address, checking the delivery location, contacting building personnel where applicable, and providing any requested statement or documentation.

When a package cannot be located and delivery cannot be reasonably established, the available remedy may include replacement, reshipment, cancellation, account credit, or refund.

A free replacement or refund may be denied when the loss resulted from:

• An incorrect, incomplete, or outdated address supplied by the customer.
• Failure to retrieve a package from an authorized holding location.
• Refusal of delivery.
• Failure to satisfy signature or recipient-verification requirements.
• Unauthorized redirection or forwarding.
• Theft after confirmed delivery.
• Another circumstance outside the reasonable control of the seller or fulfillment provider.

Nothing in this section limits any nonwaivable rights available under applicable law.

12. Temperature-sensitive products

Temperature-sensitive products may be shipped using insulated packaging, cooling materials, expedited transportation, or other controls.

The presence of partially or completely melted cooling materials does not necessarily mean that a product is damaged or unsafe.

A refund or replacement will not be issued solely because cooling materials were no longer frozen at delivery when the product remained within its permitted stability conditions.

Questions concerning product stability must be reviewed using the specific product, packaging, shipment duration, temperature information, manufacturer guidance, pharmacy guidance, and other relevant circumstances.

Promptly place the product into the storage conditions identified on the label or accompanying instructions.

Failure to retrieve, open, inspect, or properly store a temperature-sensitive shipment after delivery may make the order ineligible for replacement or refund.

13. Cancelling an order

You may request cancellation before an order enters a noncancellable stage, but cancellation is not guaranteed.

An order may become noncancellable once:

• A practitioner has completed or substantially begun a paid clinical review.
• A prescription or professional order has been transmitted.
• A pharmacy, laboratory, manufacturer, or supplier has accepted the order.
• A product has been allocated, prepared, customized, compounded, dispensed, or labeled.
• A laboratory requisition or collection kit has been activated or processed.
• The order has entered fulfillment.
• A shipping label has been created and the shipment cannot reasonably be intercepted.
• The shipment has been transferred to the carrier.

Submit cancellation requests immediately through Orders.Clinic support.

If cancellation is approved, the refund may exclude nonrefundable professional services, preparation charges, customized-product costs, laboratory charges, processing already completed, or other amounts disclosed before purchase.

14. Orders not approved by a practitioner

If a transaction requires practitioner approval and the practitioner determines that the requested treatment or product is not clinically appropriate, the unfulfilled product charge will generally be cancelled or refunded.

Any separately disclosed consultation, clinical-review, chart-review, administrative, laboratory, or other service fee may remain nonrefundable after the corresponding service has been performed.

The amount shown as a single checkout total may include multiple components with different refund eligibility. The refund will be calculated according to the components that were performed, fulfilled, incurred, cancelled, or remained unfulfilled.

15. Delayed or unavailable orders

If merchandise cannot be shipped within the period promised at purchase—or within the period otherwise required by applicable law—the customer will receive the cancellation, delay-consent, and refund options required by law.

When an unshipped order is properly cancelled because of a shipping delay or product unavailability, the refund will include the amounts required by law for the affected unshipped merchandise.

A materially different substitute will not be provided without any consent required from the customer, patient, practitioner, pharmacy, or other authorized party.

16. Recurring orders and subscriptions

If recurring ordering or subscription functionality is offered, cancelling future renewals does not automatically cancel an order that has already renewed or entered processing.

To prevent a future recurring charge, cancellation must be completed before the renewal deadline disclosed for the applicable program.

An already processed recurring order remains subject to the cancellation, prescription, fulfillment, return, and nonreturnable-product provisions of this policy.

Failure to use a delivered product does not by itself make a recurring order refundable.

Any recurring program may be governed by additional terms presented during enrollment.

17. Shipping and handling charges

Original shipping and handling charges are generally nonrefundable after an order has shipped.

Shipping charges may be refunded when:

• The entire order was cancelled before shipment.
• The order was not shipped within the required period and the customer properly cancelled it.
• The wrong product was shipped because of an error by the seller or fulfillment provider.
• The shipment was lost before delivery.
• Applicable law otherwise requires a refund.

Customers are generally responsible for return-shipping costs associated with an elective return of an eligible product.

Orders.Clinic or the applicable provider will generally cover authorized return or replacement shipping when the return results from a verified fulfillment error, damaged shipment, incorrect item, or defective product.

18. How to request a return

Do not send a product back without first contacting Orders.Clinic support and receiving return instructions.

To request a return:

1. Contact support within the applicable return or reporting period.
2. Provide the order number, product name, and reason for the request.
3. Provide photographs or other requested documentation where applicable.
4. Wait for eligibility review and return instructions.
5. Obtain a return merchandise authorization or other approval when required.
6. Package the approved item securely in accordance with the instructions provided.
7. Ship the approved return to the designated address within the stated period.

The return address may be different from the address shown on the package, website, or Clinic Protocols LLC contact information.

Prescription, compounded, laboratory, medical, biological, temperature-sensitive, or otherwise restricted products must not be mailed to Clinic Protocols LLC unless specific written instructions authorize the return.

19. Unauthorized returns

A return sent without authorization may be refused, returned to the sender, quarantined, destroyed, or otherwise handled in accordance with safety and provider requirements.

Receipt of an unauthorized return does not create an obligation to issue a refund.

Clinic Protocols LLC is not responsible for products mailed to an incorrect address or returned without following the provided instructions.

20. Return inspection

Approved returns may be inspected after receipt.

A refund may be reduced or denied if:

• The product was opened or used.
• A safety seal was broken or removed.
• The product was altered, damaged, contaminated, or improperly stored after delivery.
• The product or packaging does not match the authorized return.
• Components, accessories, or original packaging are missing.
• The return was shipped after the authorized return period.
• The return is fraudulent or materially inconsistent with the information provided.

If the return is rejected after inspection, the product may not be eligible for reshipment to the customer.

21. Refund method and timing

Approved refunds will generally be issued to the original payment method.

If the original payment method is unavailable, expired, closed, or otherwise unable to receive the refund, an alternative method may be used when permitted and operationally available.

After a refund is approved, processing time may vary based on the payment processor, bank, card issuer, payment method, and applicable provider.

Orders.Clinic may mark a refund as completed before the financial institution posts the credit to the customer’s account.

Any refund required by applicable law will be issued within the legally required period.

Unless the customer affirmatively accepts another remedy where legally permitted, a legally required cash or payment refund will not be replaced solely with store credit.

22. Partial refunds

A partial refund may be issued when:

• Only part of an order is cancelled, unavailable, missing, or eligible for return.
• A bundled transaction includes both refundable and nonrefundable components.
• A professional or administrative service was completed but the related product was not fulfilled.
• Only part of a service was performed.
• An eligible discount must be recalculated because part of the order was returned.
• A product was returned in a condition that reasonably reduces its refundable value, where permitted by law.

Any refund will be calculated based on the amount actually paid for the affected item or service after discounts, credits, promotions, and other adjustments.

23. Discounts, promotions, and bundled orders

If a return causes an order to no longer satisfy the terms of a discount, free-shipping offer, gift-with-purchase promotion, bundle, minimum-spend offer, or other promotion, the refund may be adjusted to reflect the remaining eligible purchase.

A promotional item or gift may need to be returned with the purchased product.

If the promotional item is not returned, its disclosed or reasonable value may be deducted from the refund where permitted.

Promo codes, coupons, and one-time discounts generally will not be reissued after a return or cancellation unless the cancellation resulted from an error attributable to Orders.Clinic or the applicable provider.

24. Account credits

Where legally permitted, an account credit may be offered as an alternative to a refund.

You may choose whether to accept an optional account credit when a monetary refund is otherwise available.

Account credits:

• Have no cash value unless required by law.
• May be restricted to eligible future purchases.
• May not be transferred between accounts.
• May be subject to expiration terms disclosed when issued.
• May not be used for certain prescription, professional, laboratory, or provider charges.

25. Payment disputes and chargebacks

Contact Orders.Clinic support before initiating a payment dispute so that we have an opportunity to review and resolve the issue.

Initiating a chargeback does not automatically cancel an order, stop fulfillment, terminate a subscription, or withdraw authorization for future services.

We may provide the payment processor or financial institution with records relevant to the dispute, including:

• Order and payment records.
• Account activity.
• Consent and authorization records.
• Practitioner or service-completion records.
• Shipping and delivery information.
• Customer communications.
• The policies and terms accepted at purchase.

Fraudulent, abusive, or repeated improper disputes may result in account restrictions, suspension, or termination, subject to applicable law and continuity-of-care considerations.

26. Satisfaction and medical outcomes

Healthcare services, medications, supplements, laboratory tests, treatment protocols, and other products may affect individuals differently.

Unless a specific written guarantee expressly states otherwise, a product or service is not refundable solely because:

• It did not produce the result the customer expected.
• The customer did not notice an improvement.
• The customer did not follow the recommended or prescribed instructions.
• The customer discontinued use.
• The customer’s circumstances, health, treatment plan, or preferences changed.
• A practitioner later modified the treatment plan.

Questions about treatment effectiveness, side effects, adverse reactions, dosing, product use, or whether to continue treatment should be directed to an appropriately licensed healthcare practitioner.

27. Fraud, misuse, and excessive claims

We may deny, limit, or investigate a return, replacement, credit, or refund request when there is reasonable evidence of:

• Fraud or attempted fraud.
• Falsified photographs or documentation.
• Materially inaccurate claim information.
• Abuse of return, replacement, promotional, or refund procedures.
• Repeated claims inconsistent with order or carrier records.
• Return of a product different from the product supplied.
• Unauthorized resale, diversion, or redistribution.
• Violation of applicable law or Platform terms.

We may require identity verification, a signed statement, product return, carrier documentation, or other reasonable evidence before resolving a claim.

28. Nonwaivable consumer rights

This policy does not limit any refund, cancellation, warranty, delivery, or other right that cannot lawfully be waived.

Where applicable law provides greater protection than this policy, the applicable legal requirement will control.

Nothing in this policy requires a customer to accept store credit in place of a monetary refund when applicable law requires a monetary refund.

29. Information required for a request

To request a cancellation, return, replacement, credit, or refund, provide:

• Your full name.
• The email address or telephone number associated with the account.
• The order number.
• The product or service involved.
• The reason for the request.
• The date the issue was discovered.
• Relevant photographs, documents, or tracking information.
• Any other information reasonably requested to evaluate the claim.

We may verify your identity and authority before discussing or modifying an account-specific, order-specific, prescription-related, laboratory-related, or healthcare-related transaction.

30. Changes to this policy

We may update this Refund and Return Policy to reflect changes in our operations, products, services, fulfillment providers, payment systems, legal requirements, or business practices.

The updated policy will be posted on this page with a revised effective date.

The policy presented or otherwise applicable when an order is submitted will generally govern that order, except where a later change is legally required or more favorable to the customer.

31. Contact information

Questions or requests concerning an order cancellation, return, replacement, account credit, payment, or refund may be submitted using the information below.

Clinic Protocols LLC
Doing business as Orders.Clinic
1810 E Sahara Ave
STE 75963
Las Vegas, NV 89104

Support email:

support@orders.clinic

Phone:

(702) 482-8555

Website:

orders.clinic

Online support:

Contact Orders.Clinic

Orders.Clinic support is not an emergency medical service and cannot provide medical advice. For a medical emergency, call 911 or seek immediate emergency care.