Refund, Auto-Refill & Cancellation Policy

Refund Eligibility

After Telehealth Visit

If a patient completes an asynchronous telehealth consultation and a prescription has been submitted, Luma Health will issue a refund minus a $50 service fee only if the refund request is made on the same day as the asynchronous telehealth appointment.

After Prescription Has Been Sent

Once a prescription has been transmitted to the pharmacy for fulfillment, no refunds can be issued.

Auto-Refill Policy & Cancellation Requirements

All patients enrolled with Luma Health are automatically scheduled for monthly or quarterly auto-refills depending on their selected treatment plan.

To cancel or pause an upcoming auto-refill, the request must be submitted at least 15 days before the next scheduled refill date.

If a cancellation request is made within 15 days of the next refill date, Luma Health cannot guarantee that the medication will be stopped before processing and shipment. Any orders that have already been processed or shipped are non-refundable.

Shipping Discrepancies

If a patient reports not receiving their medication but delivery is confirmed by the carrier and within our fulfillment records, Luma Health may offer a one-time reshipment, subject to verification and review on a case-by-case basis.

This policy reflects Luma Health's commitment to exceptional patient care, transparency, and compliance with applicable professional and regulatory standards.