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Refund Policy

Last updated: May 2026

We operate under UAE health authority regulations. This policy sets out clearly when refunds are possible and when they are not — especially after medication has shipped.

1. Prescription medication — non-refundable once shipped

Once your prescription medication has been dispensed by our licensed pharmacy partner and handed over to the courier, it is strictly non-refundable and non-returnable. This is a regulatory requirement in the United Arab Emirates: prescription medication that has left the licensed pharmacy cannot be re-entered into the supply chain, regardless of whether the packaging has been opened.

This applies to all branded and compounded products, including GLP-1 (semaglutide, tirzepatide), finasteride, minoxidil, sildenafil, tadalafil, and any other prescription item dispensed through Orvion.

2. Before medication is dispensed

  • Cancellation before pharmacy dispensing: If you cancel before your prescription has been dispensed, you receive a full refund of the medication and shipping portion of your order, minus the consultation fee (see §3).
  • Doctor declines treatment: If the prescribing physician determines that treatment is not clinically appropriate for you, the medication and shipping portion is fully refunded automatically. The consultation fee is retained as the clinical review was performed.
  • Out of stock: If we cannot fulfil your order within 14 days, you may choose a full refund of the entire order, including the consultation fee.

3. Consultation fee policy

The consultation fee covers the doctor's clinical time, review of your intake, and prescribing decision. It is non-refundable once the doctor has reviewed your case, whether the outcome is an approval, a decline, or a request for further information.

  • If you cancel before any clinical review has begun, the consultation fee is fully refunded.
  • If the consultation cannot proceed due to a fault on our side (e.g. the doctor does not respond within the published window), the consultation fee is fully refunded.
  • Follow-up consultations and monthly refill check-ins are billed only when reviewed.

4. Subscription cancellations

  • You may cancel an active subscription at any time from your dashboard.
  • Cancellation stops future billing and future shipments. It does not refund medication that has already been dispensed or shipped.
  • If you cancel between the billing date and the dispensing date, contact us within 24 hours of the charge and we will issue a full refund of that cycle.

5. Shipment issues

We handle all delivery problems directly. Please contact us within 48 hours of the delivery event for the following situations:

  • Lost in transit: If the courier confirms the package is lost, we resend the medication at no cost to you.
  • Damaged on arrival: If the outer package is visibly damaged or the cold chain has been broken (cold chain items only), do not use the medication. Photograph the package and contact us — we will dispatch a free replacement.
  • Wrong item dispensed: Stop using the product, contact us immediately, and we will arrange a free corrected shipment and collection of the incorrect item.
  • Delivered to the wrong address (our or courier error): We resend at no cost.
  • Delivered to the wrong address (incorrect address provided by you): A replacement order can be arranged at your cost; the original cannot be refunded.
  • Failed delivery attempts: The courier will attempt delivery up to three times. After this, the order is returned to the pharmacy. Re-dispatch can be arranged for a re-delivery fee. The medication itself is not refundable.
  • Not at home / refused at the door: Treated as a failed delivery (see above).

6. Side effects and clinical concerns

If you experience side effects, contact your treating doctor immediately through the messages tab in your dashboard. We can adjust the dose, switch the medication, or pause treatment at no extra clinical fee. Medication that has already been dispensed remains non-refundable, but unused future cycles can be cancelled at any time.

If a side effect is serious or life-threatening, call 998 (UAE emergency services) immediately.

7. Duplicate or accidental charges

Duplicate charges, failed payment retries that succeeded multiple times, or any other accidental charge are fully refunded within 5 business days of being reported.

8. How to request a refund

Email hello@orvionresearch.com from the email address on your account, with your order reference and a short description of the issue. Where required, please include photographs (for damaged or wrong items) within 48 hours of delivery.

  • We acknowledge every refund request within 1 business day.
  • Approved refunds are issued to the original payment method within 7 to 14 business days, depending on your bank.
  • Refunds are issued in AED. We do not cover currency conversion differences.

9. Statutory rights

Nothing in this policy limits any non-waivable rights you have under UAE consumer protection law. Where this policy is more generous than the law, this policy applies.

10. Changes to this policy

We may update this policy from time to time. The version that applies to your order is the version published on the date your order was placed.