Refunds & Cancellations
How money moves at Trimi — when you get it back, when you don't, and how to ask. Last updated May 6, 2026.
The short version
Three things to know before reading the fine print:
- You can cancel any time before your prescription is issued. If a clinician hasn't yet written the script, your order can be canceled for a full refund — no questions, no fees.
- Once your prescription is issued, the order is final. Compounded medication is prepared for one specific patient based on the prescribed dose, so it can't be returned, resold, or restocked under U.S. pharmacy law — even if the medication hasn't shipped yet.
- If a clinician decides you aren't a fit for treatment, you get every dollar back. No exceptions — that includes the consultation fee.
- If a package shows up damaged or never shows up at all, tell us within 24 hours and we'll make it right. We replace, refund, or open a carrier claim depending on what makes sense.
Cancellation Windows
There's one clear cutoff: whether your prescription has been issued by a clinician yet. Before that moment, you can cancel for a full refund. After it, the order is final.
Cancel any time — full refund
You've paid and submitted your provider intake, but a clinician has not yet written your prescription. The order has not gone to the compounding pharmacy.
Order is final — cannot be canceled
A clinician has signed your prescription. From this point on — whether the medication is being compounded, has been compounded, or has shipped — the order cannot be canceled and is non-refundable.
If You're Not Approved for Treatment
Trimi providers occasionally decline to prescribe — usually because of a medication interaction, an underlying condition that GLP-1s don't pair well with, or because the BMI/lab data doesn't support a prescription.
When that happens, you receive a 100% refund automatically. The provider consultation fee, the medication fee, and any plan deposit all come back to your original payment method.
You'll get an email from your care team explaining the decision and how to appeal or seek alternative care if you'd like.
What's Refundable, What's Not
A side-by-side look at scenarios our team approves vs. ones we have to decline.
We refund you when:
- A clinician determines you can't be treated safely
- You cancel before a clinician issues your prescription
- Your medication arrives visibly damaged (with photo)
- The pharmacy confirms the medication's integrity is compromised
- You were charged twice for the same order
- A pricing error on our end caused you to pay too much
We can't refund when:
- Your prescription has already been issued by a clinician
- You change your mind after processing has begun
- An incorrect address you provided caused a delivery failure
- The carrier confirms delivery to your address
- You're dissatisfied with how a compounded medication "feels"
- An ice pack arrived melted but the medication is still potent
- You've violated our Terms of Service
When a Package Has a Problem
Two situations come up: damaged on arrival, or marked delivered but missing. Both have a 24-hour reporting window.
Damaged on arrival
Snap a clear photo showing the damage before opening anything further, and email us within 24 hours of the delivery scan. Once our team verifies, you'll choose between a replacement shipment (free) or a refund.
Hold on to the original packaging until we close the case — the pharmacy's quality team may need to inspect it.
Tracking says delivered, you don't have it
Reach out within 24 hours so we can open a carrier trace. We'll usually ask for a missing-package claim filed with the courier (UPS or FedEx normally), and if there are signs of theft, a police report number.
Once a carrier confirms the package was delivered to the address on file, the carrier — not Trimi — owns the loss. We'll still help you navigate their claim process.
Cold-chain concerns
Compounded GLP-1s ship in insulated packaging with phase-change cold packs. Some warming during transit is expected and doesn't affect the medication. We only issue replacements when the dispensing pharmacy confirms a stability failure — not for cosmetic packaging issues.
Pausing or Ending a Plan
- →Reach out via our contact page or message us through the patient portal. Plan changes don't happen automatically — we need to confirm them.
- →After you confirm, your existing cycle finishes out (you keep what you've paid for), and we don't charge again.
- →We don't pro-rate. If you end a 3-month plan in month 2, you're not getting back a portion of month 3 — but month 3 also won't be charged.
- →Multi-month plans bought at a discount (e.g., 6-month bundles) are reviewed case-by-case if you want to exit early. Reach out and we'll discuss what's possible.
How to Request a Refund
The faster you give us complete information, the faster the refund moves.
Open a request
Use the contact form or message us inside the patient portal. Don't email random staff members directly — it slows things down.
Send the basics
Include all of these in your first message so we don't have to ping you back:
- Your full name and the email on your Trimi account
- The order number from your confirmation email
- The date you were charged
- What happened, in your own words
- Photos or screenshots if anything physical went wrong
Wait for review
Our patient operations team reviews requests in the order they arrive. Expect a decision within two to four business days (faster if it's a clear-cut case like medical ineligibility).
Money returns
Approved refunds go back to the same card or bank account that paid. Banks typically post the credit in 5–10 business days; some take longer at month-end. If you don't see it after 10 business days, message us with the order number and we'll trace it.
Charged Twice or for the Wrong Amount
Stripe and our billing system have safeguards, but rare double-charges still happen — usually when a card is retried after a network timeout. If you spot a duplicate transaction or an unexpected amount, send us the date and last four digits of the card.
Confirmed billing errors are refunded the same business day in most cases, well before our standard review window. We may also catch and fix pricing mistakes ourselves and refund the difference without you needing to ask.
Less Common Situations
Things that come up a few times a year — answers up front so you don't have to ask.
Still have questions?
Our patient operations team is the right starting point for anything refund- or billing-related.
Contact Trimi