Refund Policy

This policy explains when MYST Medical PLLC (“MYST”) reships an order, when we refund, and how membership billing works. It covers two kinds of products, which follow different rules because the law treats them differently.

Prescription compounded medications

Prescription products (such as compounded semaglutide, tirzepatide, retatrutide, and sermorelin) are dispensed by state-licensed compounding pharmacies only after a licensed physician reviews your intake and approves the prescription. Once a prescription medication has been dispensed and shipped, pharmacy law prohibits it from being returned, restocked, or resold. Because of that, we do not accept returns of prescription medications.

Instead, our remedy is reshipment first:

• Wrong item received: we reship the correct item at no cost. Do not use the incorrect item; we will tell you how to dispose of it.
• Damaged, compromised, or defective on arrival (for example broken vials or failed cold packaging): we reship at no cost. A photo of what arrived speeds this up.
• Lost in transit or significantly delayed: if tracking shows your order is lost, or a delay would compromise a temperature-sensitive medication, we reship at no cost.

We refund instead of reshipping in these specific cases:

• Your order never arrives and reshipment is not feasible.
• The wrong item arrived and the correct item is no longer available.
• You cancel before the pharmacy fills your order. Once a compounding pharmacy has begun preparing your medication, the order can no longer be canceled.
• A physician does not approve your prescription. You are never charged for a medication that was not approved; any medication amount already collected is refunded in full.

Coenzyme and wellness products

Coenzyme products (such as NAD+ and glutathione) follow the same reship-first approach: wrong, damaged, lost, or significantly delayed orders are reshipped at no cost, and we refund when reshipment is not feasible. Because these are compounded sterile products, they also cannot be returned once shipped.

Memberships

• Memberships bill monthly and you can cancel at any time. Cancellation takes effect at the end of the current billing period, and you keep access until then. We do not prorate partial periods.
• If we cannot establish care in your state after you sign up, the current membership charge is refunded in full.
• Physician review is a professional service. Once a physician has reviewed your case, that review is not refundable, whether or not a therapy is approved. You are only ever charged for medications that a physician approves.

How to request a reshipment or refund

Email support@myst.med within 14 days of the expected delivery date with your name, the email on your account, and what happened. Include photos for damaged shipments. We respond within 2 business days. Approved refunds are issued to the original payment method and typically post within 5 to 10 business days.