RETURN AND REFUND POLICY
Last Updated: July 27, 2026
1. Introduction
At XJX Specialty Pharmacy, we are committed to providing high-quality compounded medications, prescription products, and nutritional supplements. This Return and Refund Policy explains our practices regarding returns, refunds, and exchanges.
2. Compounded Medications
2.1 All Sales Final
Due to the personalized and custom-compounded nature of our medications, all sales of compounded medications are final.
Under federal and state pharmacy law, compounded medications are prepared specifically for each individual patient and therefore cannot be reused or resold once made. Once compounding has begun, the sale is final and non-reversible.
2.2 Exceptions
The only exceptions to this policy are:
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Our Error: If we made an error in compounding your prescription (e.g., incorrect medication, strength, or formulation), we will re-compound the medication at no additional cost or issue a full refund.
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Shipping Damage: If your medication arrives damaged or compromised due to shipping, please contact us immediately. We will assess the situation and, if appropriate, replace the medication or issue a refund.
2.3 Reporting Issues
Any issues with compounded medications, including damage, shortages, or incorrect products, must be reported to us within 7 days of receipt. Please retain all packaging materials for inspection.
2.4 No Returns Accepted
We cannot and will not accept returned compounded medications for any reason, including but not limited to:
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Change of mind or buyer's remorse
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Therapy changes or discontinuation by the prescriber
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Adverse reactions or side effects
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Unused or partially used portions of medication
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Patient dissatisfaction with the product
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Insurance or coverage changes
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Relocation or inability to use the medication
3. Nutritional Supplements and Wellness Products
3.1 Return Eligibility
We accept returns on nutritional supplements and wellness products under the following conditions:
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The product must be returned within 30 days of the original purchase date
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The product must be unused, unopened, and in its original packaging
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The product must be in the same condition as when you received it
3.2 Non-Returnable Items
The following items cannot be returned:
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Products that have been opened, used, or damaged by the customer
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Products with broken or missing seals
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Products returned after the 30-day window
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Products that are not in their original packaging
4. How to Initiate a Return
To initiate a return, please follow these steps:
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Contact Us: Email us at [Insert Email Address] or call us at (323) 312-9339 within the applicable return window.
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Provide Information: Include your order number, product name, reason for return, and any supporting documentation.
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Receive Authorization: We will provide you with a Return Authorization (RA) number and instructions for returning the product.
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Ship the Product: Pack the product securely and ship it to the address provided. You are responsible for return shipping costs.
5. Refunds
5.1 Processing Refunds
Once we receive and inspect your returned product, we will notify you of the status of your refund. If approved, we will process your refund to your original payment method within 7-10 business days.
5.2 Shipping Costs
Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund, unless the return is due to our error.
5.3 No Refunds for Compounded Medications
Compounded medications are non-refundable under any circumstances once compounding has begun.
6. Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect product, please contact us within 7 days of receipt. We will work with you to resolve the issue promptly. Please retain all packaging materials for inspection.
7. Pharmacy Errors
In the rare event of a verified pharmacy error — such as dispensing the wrong medication or incorrect strength — we will investigate and determine the appropriate course of action to correct the error.
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Patients must notify us within 48 hours of receipt to report a suspected error
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We reserve the right to investigate and verify any claimed error before taking action
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Correction of a verified error does not entitle the patient to a refund or credit beyond correcting the error
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Our determination of whether an error has occurred is final