Axentra Health Return & Replacement PolicyDue to the nature of compounded medications and regulatory requirements, Axentra Health and its partner pharmacies do not accept returns for any reason other than verified product damage or temperature-related compromise upon delivery. This policy is in place to protect patient safety and maintain compliance with federal compounding regulations.
  1. Eligibility for Replacement
    2. A product may be eligible for free replacement under the following circumstances:
    • The vial or packaging arrives damaged or broken.
    • The product arrives outside the acceptable temperature range, as indicated by the temperature reading on the attached heat tape.
  2. How to Request a Replacement
    3. To initiate a replacement request, you (the patient/consumer) must:
    1. Contact the clinic where you purchased the product within 24 hours of delivery.
    2. Provide clear photographs showing:
      • The damaged vial or packaging (if applicable)
      • The heat tape showing temperature exposure (if applicable)
    3. Your clinic will submit the request to the pharmacy on your behalf for review.
    Note: Requests submitted after 24 hours of confirmed delivery or without appropriate documentation may be denied.
  3. Non-Eligible Situations
    4. Replacements will not be provided for:
    • Customer error or change of mind
    • Improper storage or handling after delivery
    • Delays in reporting issues beyond the 24-hour window
    • Failure to provide visual documentation
  4. Final Authority
    5. All replacement decisions are made solely by the compounding pharmacy, RD3MG, and are final once reviewed and approved. Axentra Health does not influence or override the pharmacy's judgment in these matters.
  5. Contact Information
    6. If you have questions about this policy, please reach out to your clinic directly. Clinics can contact the pharmacy through their authorized submission process.Thank you for your understanding and for trusting Axentra Health and its partner pharmacies with your wellness care.
Certain products offered through Axentra Health require a licensed telemedicine consultation before purchase. If a product is marked as prescription-only, you will be prompted to complete a secure intake form and meet with one of our licensed medical providers to ensure the treatment is safe and appropriate for you. Axentra Health's telemedicine services are designed to offer accessible care across the U.S., but they are not a replacement for in-person evaluation in all cases. Your provider may recommend an in-person follow-up or local testing if needed. Do not use Axentra Health services in emergencies; if you are experiencing a medical emergency, please call 911 immediately. Our products are fulfilled by RD3MG, a licensed compounding pharmacy that ships directly to consumers nationwide. While Axentra Health and its medical team are fully compliant with state regulations, laws regarding telehealth and prescription medication may vary by location. Prescriptions are written by providers licensed in your state, and all clinical decisions are made based on your unique health profile. We reserve the right to cancel or delay orders that cannot be lawfully fulfilled in your state. Axentra Health is not a subscription-based platform. All purchases are made one at a time. For each new order, you will be required to log in to your account, complete a new intake form, and undergo provider review for approval. This ensures that your treatment remains current and aligned with any changes in your health or lab work. There is no automatic renewal, and you will always have full control over what you order and when. All health data submitted through Axentra Health—including your medical history, lab results, and intake forms—is handled in accordance with strict privacy and security protocols. Lab work required for specific treatments (such as testosterone therapy) will be ordered by your provider and performed through integrated national lab partners like Quest Diagnostics or LabCorp. These results are securely transmitted through our electronic health record system and are reviewed by your provider before any prescription is approved.
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