Effective Date: June 2026
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 — but only if the refund request is made on the same day as the asynchronous telehealth appointment.
Once a prescription has been transmitted to the pharmacy for fulfillment, no refunds can be issued. This applies regardless of whether the medication has shipped or been delivered.
Same day as visit
✅ Refund eligible — minus $50 service fee, if prescription has been submitted but not yet sent to pharmacy
After Rx sent to pharmacy
🚫 No refund available — once a prescription has been transmitted for fulfillment, refunds cannot be issued
After day of visit
🚫 No refund available — refund requests after the same day of the telehealth appointment are not eligible
All patients enrolled with Luma Health are automatically scheduled for monthly or quarterly auto-refills depending on their selected treatment plan.
⏱️ 15-Day Cancellation Window: To cancel or pause an upcoming auto-refill, your request must be submitted at least 15 days before the next scheduled refill date.
Cancellation or pause requests submitted at least 15 days before the next scheduled refill date will be processed and the auto-refill will be stopped before fulfillment.
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.
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.
📋 Reshipment requests are reviewed individually. Eligibility is not guaranteed and is determined at Luma Health's discretion following carrier and fulfillment confirmation.
Our Commitment. This policy reflects Luma Health's commitment to exceptional patient care, transparency, and compliance with applicable professional and regulatory standards. If you have any questions about this policy or your specific situation, please contact us at [email protected] or (888) 455-7689.