Returns & Refunds Policy
Last Updated: September 29, 2026
At Avelaya Health, we are committed to providing quality services and want you to feel confident when ordering from us. Please review this Returns & Refunds Policy before placing your order.
What Your Payment Covers
Your payment covers the product or service you order. There is no separate provider evaluation or screening fee. Products sold as one-time orders are charged only when you place a new order. Products offered as a recurring subscription are charged on the schedule shown at checkout, which you agree to before paying. The product page explains what is included in the price.
Your payment method is authorized when you place your order. Your card is charged only after a licensed provider has reviewed your intake and approved treatment. Charges appear on your statement as “Avelaya Health.”
If Treatment Is Not Prescribed
Medication is available only after evaluation by a licensed healthcare provider and when determined medically appropriate. If treatment is approved, the provider issues the prescription and Partell Pharmacy fills and dispenses it. If the provider decides not to approve treatment, no prescription is issued and you will not be charged. The authorization on your card is released, and the hold usually disappears from your account within a few business days, depending on your bank or card issuer. If a charge was somehow processed, you will receive a full refund to your original payment method.
Returns
Prescription medication that has been dispensed cannot be returned or restocked. Pharmacy rules generally restrict returns of dispensed medication, and requirements vary by state.
If you receive an incorrect, damaged, or defective product, please contact us as soon as possible after delivery. Our team will review your request and work with Partell Pharmacy to determine the appropriate resolution.
When contacting us about a problem with an order, please provide your order number, a brief description of the issue, and, when applicable, clear photographs of the product and its packaging.
Refunds
Refund requests are reviewed individually and may be subject to the terms applicable to your specific purchase.
If your refund request is approved, the refund will be issued to the original payment method used at the time of purchase.
Processing times vary depending on your payment provider or financial institution. An approved refund typically appears in your account within approximately 7–10 business days.
Non-Refundable Items & Services
Unless otherwise required by applicable law, the following may not be eligible for return or refund:
- Prescription medication that has been dispensed to you
- Products that have been opened, used, or altered
- Medication that has been prepared specifically for you and dispensed
- Products damaged as a result of misuse, improper storage, or improper handling, including not following the storage instructions on your medication label
- Other products or services specifically identified as non-refundable at the time of purchase
Order Cancellations
If you need to cancel an order, please contact Avelaya Health as soon as possible after placing it.
If your order has not yet been approved by a provider, you can cancel it and you will not be charged. Once a provider has approved treatment and Partell Pharmacy has begun processing your prescription, cancellation may no longer be possible. Once an order has shipped, it cannot be canceled.
If your order can no longer be canceled, you may contact us about any applicable return or refund options.
If you have a recurring subscription, you may cancel it at any time by contacting us at support@avelayahealth.com. Cancelling stops future charges but does not refund an order that has already been charged, approved, or dispensed.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or contains an incorrect item, please contact us promptly so we can review the issue. If your medication arrives damaged, appears opened or tampered with, or was exposed to conditions the packaging says are unsafe, do not use it.
Please include the following information with your request:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging, when relevant
After reviewing the information, our team will work with Partell Pharmacy to determine the appropriate next steps, which may include a replacement shipment or a refund, depending on the circumstances.
Shipping & Delivery Issues
Prescriptions are issued by your provider. Partell Pharmacy fills the prescription, dispenses your medication, and ships it to you. See our Shipping Policy for delivery times, tracking, and lost or delayed packages.
Avelaya Health and Partell Pharmacy are not responsible for delays caused by shipping carriers, severe weather, natural events, incorrect or incomplete shipping information provided by the customer, or other circumstances beyond our reasonable control.
If you experience a delivery issue, please contact us as soon as possible. We will make reasonable efforts to help resolve it with the shipping carrier and Partell Pharmacy.
Important Notice
Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights or remedies that cannot legally be limited or excluded under applicable law.
Avelaya Health reserves the right to update or modify this policy from time to time. Any changes will be posted on this page and will become effective when published.
Contact Us
If you have questions about this policy, need help with an order, or would like to ask about a return or refund, contact Avelaya Health:
N2235 W Frontage Rd, Unit 11
Kaukauna, WI 54130
Text Us: 920-742-3845
Email: support@avelayahealth.com
Open Hours: 9am-7pm Monday-Friday CDT
For questions about a specific shipment or medication, you can also contact Partell Pharmacy using the information on your medication label.