Refund policy

Return & Refund Policy

This Return & Refund Policy explains how Overtime Men's Health ("Overtime Men's Health," "we," "us," or "our") handles returns, refunds, and cancellations for products and services purchased through our platform. Because we provide prescription and compounded medications, laboratory testing, and clinical services, certain items cannot be returned for health and safety reasons. Please read this policy carefully before placing an order. By purchasing from us, you acknowledge and agree to the terms below.

Overview

We want you to be satisfied with your experience. At the same time, the products we ship are health products that are dispensed or prepared specifically for you, and they are subject to strict federal and state regulations governing the sale, handling, and return of prescription medications and laboratory materials. As a result, our return and refund eligibility depends on the type of item purchased and the status of your order at the time you contact us. The sections below describe how each category is treated.
This policy applies to one-time purchases as well as to recurring subscription orders. For details on canceling a subscription or recurring plan, see "Subscriptions, Consultations & Membership Fees" below.

Prescription and Compounded Medications

For the safety of all patients, prescription medications and compounded preparations (including, without limitation, testosterone replacement therapy and enclomiphene, GLP-1 medications, peptides, erectile dysfunction treatments, and NAD+ products) cannot be returned, exchanged, or refunded once they have been shipped or dispensed. This is standard practice across licensed pharmacies and telehealth providers and is required by law. Once a medication has left the dispensing pharmacy, its storage, handling, and integrity can no longer be verified, and it cannot lawfully be returned to inventory, re-dispensed, or resold.
This means that opened, unopened, partially used, and unused prescription products are all non-returnable and non-refundable once shipped. If you have not yet been charged, or if your order has not yet been processed by the pharmacy, you may be able to cancel it. Contact us as soon as possible (see "How to Request a Refund") and we will let you know whether cancellation is still possible.
If a Provider determines that a prescription is not medically appropriate for you and no medication is dispensed, you will not be charged for the medication itself. Consultation or evaluation fees may still apply as described below.

Damaged, Defective, or Incorrect Orders

We stand behind the products we ship. If your order arrives damaged, defective, or is not what you ordered (for example, the wrong product, strength, or quantity), we will make it right. Depending on the situation and product type, we will arrange a replacement or issue a refund at no additional cost to you.
To qualify, please contact us within 7 days of delivery and provide your order number, a description of the issue, and, where applicable, photographs of the damaged item, packaging, or shipping label. This information helps us investigate, file any necessary claim with the carrier or pharmacy, and resolve your issue quickly. Please do not discard the product or packaging until we have completed our review.

Lab Panels and Unactivated Test Kits

Laboratory panels and at-home collection kits are eligible for a refund only before the laboratory order has been placed or the sample has been collected. Specifically:
If you have purchased a lab panel or kit but the laboratory order has not yet been submitted and no sample has been collected or processed, you may request a refund. Unopened, unactivated, and unused kits returned in their original condition are generally eligible.
Once a laboratory order has been placed, a kit has been activated or registered, or a sample has been collected, drawn, or submitted to the laboratory, the panel is considered rendered and is no longer eligible for a refund , regardless of whether results have been delivered.
If a Provider declines to issue a laboratory order after your purchase and no testing materials have been shipped, you will be refunded for the lab panel.

Subscriptions, Consultations & Membership Fees

For recurring subscriptions, you may cancel at any time through your online account or by contacting us. Cancellation stops future charges and shipments; it generally takes effect at the end of the current billing period. To avoid being charged for an upcoming renewal, please cancel before your next renewal date. We do not provide refunds for partially used subscription periods, products already shipped, or services already rendered, although we may grant exceptions at our sole discretion.
Consultation fees, evaluation fees, and membership fees pay for the professional time and platform access used to review your information and provide care. These fees are generally non-refundable once the consultation or evaluation has taken place or the membership period has begun, including in cases where a Provider determines that a particular treatment is not medically appropriate for you. If you were charged a consultation or membership fee in error, or if no consultation or service was provided, contact us and we will review your account.

How to Request a Refund

To request a refund, cancel an order, or report a problem, please contact our support team as early as possible. The sooner you reach out, the more likely we are to be able to cancel or adjust an order before it is processed, dispensed, or shipped.
When contacting us, please include your full name, the order number, the product or service involved, and a description of your request. For damaged, defective, or incorrect items, please also include supporting photographs.
Email: support@otmenshealth.com
Phone: (813) 590-5717
We review each request individually based on the type of product, the status of the order, and applicable law. We reserve the right to verify order details and to approve or decline refund requests in accordance with this policy.

Processing of Approved Refunds

When a refund is approved, it will be issued to the original payment method used for the purchase. Approved refunds are typically processed within 5 to 10 business days, although the time it takes for the funds to appear on your statement depends on your bank or card issuer and may take longer. Shipping and handling charges are generally non-refundable unless the return is the result of our error or a damaged, defective, or incorrect order. We are not responsible for charges or fees imposed by your bank or card issuer.
If you have not received an approved refund within a reasonable period, please first check with your bank or card issuer, then contact us so we can confirm the status of the refund.

Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our products, applicable law, or business practices. The version posted on our website at the time of your purchase governs that purchase. We encourage you to review this policy periodically.

If you have any questions about this policy, or about a return, cancellation, or refund, please contact us:
Email: support@otmenshealth.com
Phone: (813) 590-5717